Stewart Townsend

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Stewart Townsend

  1. 1. HAPPY CUSTOMERS = GOOD BUSINESS
  2. 2. StewartTownsendBusiness Development Director EMEA@stewarttownsend
  3. 3. 3MULTI-CHANNEL SUPPORTWhen customers need help, they can get support inmany waysFacebookEmailTwitterWeb feedbackWeb portalLive chatVoice (phone)
  4. 4. THE NEW CUSTOMER SERVICE WORLD4YESTERDAY – CUSTOMER SUPPORT• Segregated by channel• Disconnected from business• Treated as a cost center• Bad consumer experience is the normTODAY – CUSTOMER ENGAGEMENT• Interconnected channel support• Closely tied to marketing/sales• Treated as a revenue engine• Critical part of consumer experience
  5. 5. TALK TALKI still wantto talk tosomeone
  6. 6. We’re global
  7. 7. 7THIS IS ZENDESK TODAY• Headquartered in San Francisco• 300 employees worldwide• 24/7/365 customer support• $80M in funding; pre-IPO
  8. 8. 30,000CUSTOMERS
  9. 9. 200MILLIONEND-USERS
  10. 10. ZENDESK MEETS E-COMMERCE
  11. 11. A COMPLETE VIEW OF THE CUSTOMERMULTI-CHANNELINTERACTIONS:ENGAGEMENTWHEREVER THE CUSTOMERS AREA UNITED BUSINESS:THE LINES BETWEEN SALES, SUPPORT, &MARKETING ARE BLURRING
  12. 12. ZENDESK ANDMAGENTO
  13. 13. 14
  14. 14. 15
  15. 15. Customer use case• Magento Enterprise with 4 storesNoordz.nlWebwinkel.dvhn.nlWebwinkel.lc.nlVoordeelvinden.nl• Used by the customer serviceteam of 4 people• Zendesk was up and running in amatter of days• Zendesk Magento integration wasup and running in a day
  16. 16. Today’s e-commercebusinesses
  17. 17. TICKET CHANNEL USAGE:INDUSTRY BENCHMARKTICKET CHANNEL USAGE:RETAIL INDUSTRYE-COMMERCE = EARLY ADOPTERS
  18. 18. ZENDESKAVERAGERETAILAVERAGEBEST-IN-CLASS(RETAIL)FIRST RESPONSE TIME(HRS.)26.3 23.6 <12CUSTOMERSATISFACTION82% 77% 89%
  19. 19. BAH HUMBUG SANTA CLAUS!
  20. 20. FASTER FIRST RESPONSE TIME = HIGHER CUSTOMER SATISFACTION
  21. 21. THE ZENDESK BENCHMARK
  22. 22. ZENDESKAVERAGERETAILAVERAGEBEST-IN-CLASS(RETAIL)ONE-TOUCH TICKETS 85% 82% 97%TICKETS PER AGENT 116 228 658FORUM VIEWS/TICKET 116 228 658
  23. 23. THE SECRET FORMULA
  24. 24. Investing in customersatisfaction
  25. 25. WHY INVEST IN CUSTOMER SATISFACTION?On average, a loyal customer is worth up to 10x their first purchase.Source: White House Office of Consumer Affairs
  26. 26. WHY INVEST IN CUSTOMER SATISFACTION?Almost 9 out of 10 US consumers say they would pay more toensure a superior customer experience.Source: Customer Experience Impact Report by Harris Interactive/RightNow
  27. 27. WHY INVEST IN CUSTOMER SATISFACTION?News of bad customer service reaches more than twice as many ears aspraise for a good service experience.Source: White House Office of Consumer Affairs
  28. 28. WHY INVEST IN CUSTOMER SATISFACTION?Faster resolution times = lower resolution costsBased on findings from the UK Institute of Customer Service
  29. 29. 20% increase in agent productivity with457 solved tickets per agent per month96% of all tickets answered at first touchDecreased first response time from 37hours to 7 hours within 7 months, withtoday’s average response time at 5.3hours20% reduction in support costs94% customer satisfactionIncreased first-touch resolutionfrom 78% to 85%Average ticket resolution is lessthan 24 hoursPromote an above average NPSwithin their industry84% customer satisfaction, upfrom 78% over the last 6 months(and climbing)WHY INVEST IN CUSTOMER SATISFACTION?
  30. 30. Measuring customersatisfaction
  31. 31. WHY MEASURE CUSTOMER SATISFACTION?
  32. 32. CUSTOMERS RESPOND IF YOU ASK THEM
  33. 33. YOU CAN BRAG ABOUT IT (IF IT’S GOOD)
  34. 34. YOU CAN IDENTIFY HAPPY CUSTOMERS...AND MARKET TO THEM
  35. 35. HOW TO MEASURE CUSTOMER SATISFACTIONAsk for feedback every time.And keep it simple.
  36. 36. HOW TO MEASURE CUSTOMER SATISFACTIONAsk for feedback regularly.
  37. 37. Geeking out is easy
  38. 38. GEEKING OUT IS EASY
  39. 39. • Retail leads in multi-channel support - you should, too!• Think “interaction”, not “support”• Measure customer satisfaction to create a baseline• Set simple, measurable goals, and measure them• Scale x Efficiency x Quality = EffectivenessHAPPY CUSTOMERS = GOOD BUSINESSSUMMARY RECOMMENDATIONS
  40. 40. Become a ZendeskPartner today..….We love MagentopartnersAsk me how.@stewarttownsend

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