Intelligent e-commercecustomer service forweb stores• Michael van Wier• Founder FizzDizz.com
• Text
Three business pillars1. Catch more2. Pay Less3. High service
Complaining customers• Every complaining customer signifies 25customers who don’t!• Resolved: 85% returns• Unresolved: 91%...
Customer Service in 2013• Focus on Customer Service is not anecessary evil to prevent reputation damage• In 2013, Customer...
Service is on our DNA• Input & feedback from community• Composing our assortment• Tested by experts• Objective feedback• A...
Next Level Customer Service• 50% FizzDizz sales from outside community• These clients don’t know us yet!• We need to build...
Point solutions VS All-in-One
Working with ROBIN• FizzDizz has been using ROBIN > 18 months• All client conversations from 1 system• We are providing fa...
Keep feeding the bird
ROBIN | Agent dashboard
ROBIN | Client Conversation
Magento integrationData available in ROBIN app:• Order (nr, date, status)• Product (item, quantity, price)• Shipping (nr, ...
ROBIN | Contact form
ROBIN valueTrustFocusConversion
Example - Conversion 12%
What can we improve?• FizzDizz keeps focusing on improving customerservice levels• Goal: increase happy clients from 97% t...
Shameless ROBIN promotion• First user always free• See ROBIN in action on stand #3• Check out the ROBIN website• Or get th...
Summary• Complaining customers = tip of iceberg.Solve it!!• Customer service = marketing• Keep building trust, focus on cu...
Michael van Wier
Michael van Wier
Michael van Wier
Michael van Wier
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Michael van Wier

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Michael van Wier

  1. 1. Intelligent e-commercecustomer service forweb stores• Michael van Wier• Founder FizzDizz.com
  2. 2. • Text
  3. 3. Three business pillars1. Catch more2. Pay Less3. High service
  4. 4. Complaining customers• Every complaining customer signifies 25customers who don’t!• Resolved: 85% returns• Unresolved: 91% doesn’t!
  5. 5. Customer Service in 2013• Focus on Customer Service is not anecessary evil to prevent reputation damage• In 2013, Customer Service is your mostimportant Marketing & Sales tool.
  6. 6. Service is on our DNA• Input & feedback from community• Composing our assortment• Tested by experts• Objective feedback• Authentic client contact
  7. 7. Next Level Customer Service• 50% FizzDizz sales from outside community• These clients don’t know us yet!• We need to build & earn trust• Focus on customer interaction• Need for All-in-One solution
  8. 8. Point solutions VS All-in-One
  9. 9. Working with ROBIN• FizzDizz has been using ROBIN > 18 months• All client conversations from 1 system• We are providing fast, relevant & personalanswers• Internal competition for smiley’s 
  10. 10. Keep feeding the bird
  11. 11. ROBIN | Agent dashboard
  12. 12. ROBIN | Client Conversation
  13. 13. Magento integrationData available in ROBIN app:• Order (nr, date, status)• Product (item, quantity, price)• Shipping (nr, date, quantity)• Billing (nr, date, price, status)
  14. 14. ROBIN | Contact form
  15. 15. ROBIN valueTrustFocusConversion
  16. 16. Example - Conversion 12%
  17. 17. What can we improve?• FizzDizz keeps focusing on improving customerservice levels• Goal: increase happy clients from 97% to 98%• More focus on Customer Life Time Value insteadof Order Value• We have put in a development requested withROBIN: mention CLTV data with every clientconversation.
  18. 18. Shameless ROBIN promotion• First user always free• See ROBIN in action on stand #3• Check out the ROBIN website• Or get the app in Magento Connect
  19. 19. Summary• Complaining customers = tip of iceberg.Solve it!!• Customer service = marketing• Keep building trust, focus on customerinteraction• Your answers: fast, relevant & personal• Keep feeding the bird • Questions? Email Michael:info@fizzdizz.com.

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