MassTLC SaaS Business Model Series, Improving Customer Satisfaction: Scribe Software

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6/7/11 Lou Guercia, CEO at Scribe, presented at a MassTLC SaaS seminar on customer satisfaction and the customer experience in a SaaS environment

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MassTLC SaaS Business Model Series, Improving Customer Satisfaction: Scribe Software

  1. 1. Getting in Step with your Customers<br />Better Customer Experience<br />In the Cloud<br />Lou Guercia, CEO<br />
  2. 2. The Medium is the Message <br />Customers use online and mobile every day to manage their lives quickly and easily. <br />What are they experiencing with your business?<br />
  3. 3. Delivering the Goods<br />Provide superior documentation, training, and help. And make it easy to find, search, and understand. <br />Know how customers learn from you.<br />Communicate the way your customers prefer – chat, forums, Twitter, Facebook posts, phone, whatever – and do it better than anyone else.<br />Askoften and listen to how to improve your offering and experience ... And then do it!<br />OMG WTH<br />Measure and Monitor.<br />Measure and Monitor. <br />Measure and Monitor.<br />And Adjust. <br />
  4. 4. Hot or Not? Measure!<br />If you can monitor it, measure it. <br />Use your measuring & monitoring tools to proactively service your customer. <br />Evaluate customer experience metrics across the business, not just support or services.<br />Integrate your data where appropriate to get a better picture of your customer and how to better service them. <br />
  5. 5. Collision Avoidance<br />B2B users are expecting help when they need it in a format they feel comfortable with.<br />Be prepared to support all mediums!<br />Be proactive and put your information out there.<br />Stay active in Blogs, Twitter, Forums<br />Wiki<br />Phone<br />Chat<br />Forums<br />eMail<br />Ticket<br />
  6. 6. Listen to Your Customers<br />Your customers will tell you what they need<br />
  7. 7. Contextual Enablement<br />Embed help tools right into your SaaS application – “read the manual is so 1990s” <br />
  8. 8. On-demand Training<br />30% higher student retention with human visible lecture material vs. screencast<br />
  9. 9. Thank you!<br />www.scribesoft.com<br />lou.guercia@scribesoft.com<br />

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