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Meet Magento Poland 2014
Sergey Lysak
Eltrino
#mm16cz
Dealing with unhappy customers as
a source of eСommerce wisdom
Agenda
Customer support is required
Customer support should be fast
effective, omnichannel
Benefits from effective custome...
Customer is a King
at any market
All successful businesses
are customer oriented
Customer’s loyalty is the main value
Attracting new customers will cost your company
5 times more than keeping an existing...
All businesses have customers
Sometimes customers have troubles
That’s why all businesses are in need of
reliable customer...
Bill Gates
“Your most unhappy customers
are your greatest source of
learning”
Customers
don’t hate issues
they hate issues that don’t get fixed
“Customers don’t expect you to be perfect.
They expect you to fix things
when they go wrong”
Donald Porter
Why Do Customers Leave a Company?
42% of consumers would rather clean a
toilet than contact customer service
96% unhappy customers
don’t bother to complain,
they simply walk away
Unhappy clients 3 times likely to tell their friends
about a negative experience
It takes 12 positive experiences to make ...
Satisfied clients can tell 6-7 people how happy
they are. But unsatisfied ones 3 times likely to
tell their friends about ...
A buyer is 4 times more likely to buy from a
competitor if the problem is service related,
compared to price- or product-r...
It’s better to prevent issues
providing effective
customer support
Customer
service is
very
important
in their
choice
Stopped
doing
business
with a brand
due to a
poor
customer
service
97% ...
Years of trust
and loyalty can
be crushed by
only one
disappointment
Successful service
culture becomes the
last and a lasting
differentiator to
obtain and retain
customers
You have to react
immediately
To react fast you need to
automatize support process,
organize it properly
20% The most frustrating aspect
of a customer service experience is
being passed between agents
Customer support should be
effective
Customer support should be
omnichannel
Customer
support
should be
personal
Customer support system has to organize all incoming
customer requests from all sources (e-mail, Facebook,
Twitter, sms, p...
Helpdesks Competition
Textmaster
• Hello World!
Benefits
from
effective
customer
support
Sales will know more about
customer needs and
preferences
Product
improvement
Right marketing offers
and promotions
Optimize agent productivity
Insights about the
competitive landscape
To determine what
part of your business
needs the most
investment
86% of buyers will
pay more for a better
customer experience
Sensible support provides
positive customer experience
Differ...
“Totally satisfied” customers
contribute 14 times more
revenue than “somewhat satisfied”
customers
A 5% increase in customer retention can increase
a company’s profitability by 75%
Thank you for attention!
sergey@eltrino.com
https://github.com/eltrino/diamantedesk-application
Clone DiamanteDesk from Gi...
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Dealing with unhappy customers as a source of wisdom

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How to make benefits with multi-channel customer support. Magic recipes for eCommerce. Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)

Published in: Marketing
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Dealing with unhappy customers as a source of wisdom

  1. 1. Meet Magento Poland 2014 Sergey Lysak Eltrino #mm16cz Dealing with unhappy customers as a source of eСommerce wisdom
  2. 2. Agenda Customer support is required Customer support should be fast effective, omnichannel Benefits from effective customer support
  3. 3. Customer is a King at any market All successful businesses are customer oriented
  4. 4. Customer’s loyalty is the main value Attracting new customers will cost your company 5 times more than keeping an existing customer The probability of converting an existing customer is 60- 70%. The probability of converting a new prospect, on the other hand, is only 5-20% Repeat customers spend 33% more compared to new customers
  5. 5. All businesses have customers Sometimes customers have troubles That’s why all businesses are in need of reliable customer care
  6. 6. Bill Gates “Your most unhappy customers are your greatest source of learning”
  7. 7. Customers don’t hate issues they hate issues that don’t get fixed
  8. 8. “Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” Donald Porter
  9. 9. Why Do Customers Leave a Company?
  10. 10. 42% of consumers would rather clean a toilet than contact customer service
  11. 11. 96% unhappy customers don’t bother to complain, they simply walk away
  12. 12. Unhappy clients 3 times likely to tell their friends about a negative experience It takes 12 positive experiences to make up for one unresolved negative experience It takes 10 positive reviews to make up for one negative one
  13. 13. Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience they make it public through numerous social channels 80% of people that may be your customers won’t buy
  14. 14. A buyer is 4 times more likely to buy from a competitor if the problem is service related, compared to price- or product-related issues
  15. 15. It’s better to prevent issues providing effective customer support
  16. 16. Customer service is very important in their choice Stopped doing business with a brand due to a poor customer service 97% 68%
  17. 17. Years of trust and loyalty can be crushed by only one disappointment
  18. 18. Successful service culture becomes the last and a lasting differentiator to obtain and retain customers
  19. 19. You have to react immediately
  20. 20. To react fast you need to automatize support process, organize it properly
  21. 21. 20% The most frustrating aspect of a customer service experience is being passed between agents
  22. 22. Customer support should be effective
  23. 23. Customer support should be omnichannel
  24. 24. Customer support should be personal
  25. 25. Customer support system has to organize all incoming customer requests from all sources (e-mail, Facebook, Twitter, sms, phone, requests from website, etc) in a single place and provide communication through the same channel
  26. 26. Helpdesks Competition
  27. 27. Textmaster • Hello World! Benefits from effective customer support
  28. 28. Sales will know more about customer needs and preferences
  29. 29. Product improvement
  30. 30. Right marketing offers and promotions
  31. 31. Optimize agent productivity
  32. 32. Insights about the competitive landscape
  33. 33. To determine what part of your business needs the most investment
  34. 34. 86% of buyers will pay more for a better customer experience Sensible support provides positive customer experience Differentiate yourself based on the experience you deliver to customers, not on the products you sell
  35. 35. “Totally satisfied” customers contribute 14 times more revenue than “somewhat satisfied” customers
  36. 36. A 5% increase in customer retention can increase a company’s profitability by 75%
  37. 37. Thank you for attention! sergey@eltrino.com https://github.com/eltrino/diamantedesk-application Clone DiamanteDesk from GitHub

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