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Running a Proactive Support Desk - With Francis Sirus

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Running a Proactive Support Desk - With Francis Sirus of Freshworks, at the Africa Annual Customer Experience Conference 2018.

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Running a Proactive Support Desk - With Francis Sirus

  1. 1. May I help you? All rights reserved by Freshworks Inc. Presented by Francis Sirus Africa Sales - Freshworks
  2. 2. 7 Years Old 1200 Employees 7 Products 9 Acquisitions 150 Countries 150k+ Happy Customers $149M in funding Creating moments of wow
  3. 3. Did you have a memorable support experience recently?
  4. 4. I lost my wallet the other day...
  5. 5. Why is proactive support so important?
  6. 6. 94% people don’t call when they have a problem Understanding Customers - Ruby Newell Legner, 2015
  7. 7. A customer with a WOW experience tells at least 9 people about their experience Source: American Express Survey, 2011
  8. 8. Guess what? It brings in more revenue and saves costs too
  9. 9. “Customer experience will overtake price and product as the key brand differentiator by the year 2020.” Source: Walker
  10. 10. Let’s take a closer look at proactive support
  11. 11. An incident happened, customer doesn't care 01
  12. 12. An incident happened, customer doesn't know 02
  13. 13. An incident hasn’t happened yet 03
  14. 14. What does it take to offer proactive support?
  15. 15. Okay, tell me how to “WOW”
  16. 16. Ok... Let’s create a "WOW" moment now
  17. 17. #1 Reach out at the right time Customer spends time selecting a hat on the website
  18. 18. #1 Reach out at the right time Customer spends time selecting a hat on the website Customer makes a purchase
  19. 19. #1 Reach out at the right time Customer spends time selecting a hat on the website Customer makes a purchase Hat is shipped
  20. 20. #1 Reach out at the right time Customer spends time selecting a hat on the website Customer makes a purchase Hat is shipped Customer receives hat
  21. 21. #1 Reach out at the right time Customer spends time selecting a hat on the website Customer makes a purchase Hat is shipped Customer receives hat
  22. 22. #2 Reduce the effort the customer has to take
  23. 23. #3 Focus on customer delight
  24. 24. Reach out at the right time Reduce the effort the customer has to take Focus on customer delight Key Takeaways
  25. 25. When good isn't good enough, be proactive and show that you care
  26. 26. Come to our booth to share your WOW support experience...
  27. 27. Thank you

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