Customer Support: There's so many ways to help!


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Customer Support - There's many avenues these days, and for each one, customers want responses, and their issues, resolved quickly.

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Customer Support: There's so many ways to help!

  1. 1. Customer Support There’s so many ways to help. A presentation from:
  2. 2. Support Avenues Phone Email Chat Social Media Self-service
  3. 3. “ ” US consumers prefer to resolve their customers service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%). Source: America Express 2011 Global Customer Service Barometer Give the customers what they want: service options!
  4. 4. Phone: The traditional route “75% of customers believe it takes too long to reach a live agent.” “58 percent of consumers noted that their expectations were not met because a company was unavailable by phone and e-mail.” Source: customer-service-facts-quotes-statistics Source: tions/cust-exp-impact-report-epss-1560493.pdf :
  5. 5. You’ve got mail! Maybe you can’t always solve a customer’s problem the way he/she wants you to, but you can: Respond quickly (and in their language, see: Try to find another solution Handle the situation gracefully Excellent example: Amazon Sends "Best Customer Service E-mail I've Ever Received“ - Picture source:
  6. 6. Let’s chat! • “77% of those who used live chat agree that the channel positively influenced their attitude about the retailer who offered the channel.” • “79% prefer it because their questions are answered immediately, while 51% prefer live chat because they can multitask.” Source:
  7. 7. The new social service… Customers want detailed responses, and they want them NOW.
  8. 8. Facebook: It’s not just for pictures and gossip. Source: reduction-in-average-response-time/
  9. 9. Twitter: 140 characters can say a lot When people are angry, they want to be heard. Twitter gives us the platform to say what we want to say, when we want to say it, and there’s hundreds, sometimes thousands, there to read it. Take this customer for example, who bought some promoted tweets so he could blast a company’s customer service for all the Twitterverse to see:
  10. 10. Can I find the answer by myself? Self-service has exploded across almost all industries today. Take for example:  ATM’s  Grocery store self checkouts  Interactive kiosks  Gas stations  Buffet restaurants  Website FAQs (Don’t forget about this crucial page!)
  11. 11. Top 10 Elements of a Great Online Experience • Getting my issue resolved quickly (82%) • Getting my issue resolved in a single interaction (56%) • Dealing with a friendly customer service representative (45%) • Being able to follow up with the same person if necessary (37%) • Being able to record, print, save a copy of the interaction with the brand (28%) • Having follow-up after the inquiry to ensure I am satisfied (27%) • Providing me with customized offers (27%) • Being able to do other things while my issue is resolved (21%) • Not having to speak to someone (17%) • Having a personalized experience (17%) Source:
  12. 12. Why is this information so important?
  13. 13. Bad Service = Money Lost Whatever your customer’s preference – self help, chat, email, phone, or any other method, it needs to be done right! Otherwise, that’s just money wasted, and for some methods, that can really add up… $- $2.00 $4.00 $6.00 $8.00 $10.00 Phone Email Chat Self Help Cost of Support Cost of Support
  14. 14. “86 percent of consumers will pay more for a better customer experience.” “89 percent of consumers began doing business with a competitor following a poor customer experience.” Good support = A good customer experience, which also can = A guaranteed repeat customer. Source:
  15. 15. Need we say more? • If you have international customers, and want the ability for your support agents to respond to those customers in their own language, talk to us, we might be able to help. (781) 990-1282
  16. 16. Thank you!