Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
1© 2015 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE 1© 2016 Support.com, Inc. All Rights Res...
Speakers
© 2016 Support.com, Inc. All Rights Reserved. 2
Astrid Dando
Project Lead
Upclick
Damien Howley
Sr. Director of C...
Topics
© 2016 Support.com, Inc. All Rights Reserved. 3
1
2
3
Self-service and changes in customer behavior
How self-servic...
4
Self-Service
and Changes
in Customer
Behavior
1
• Have access to a lot more information
• Less dependent on facilitated learning
• Have higher aspirations to excel with a...
They Have New Preferences for Learning
© 2016 Support.com, Inc. All Rights Reserved. 6
4xMore Likely
to be Dissatisfied
by...
New Appetite for Self-Service
© 2016 Support.com, Inc. All Rights Reserved. 7
CEB - 2014
Learn Define
Needs
Assess
Options...
They’ll Go to the Source with the Best Service
© 2016 Support.com, Inc. All Rights Reserved. 8
• Support and service is pa...
2
9
How is
Self-Service
Impacting the
Demand on
Support Agents?
What Does Today’s Support Journey Look Like?
© 2016 Support.com, Inc. All Rights Reserved. 10
SaaS
IoTMobile
Product
Commu...
How Do I Deflect More?
© 2016 Support.com, Inc. All Rights Reserved. 11
• Deflection can be good and bad
• Does deflection...
Self-Service is Changing Demand on Agents
© 2016 Support.com, Inc. All Rights Reserved. 12
Traditional
Break/Fix Trouble
S...
Is Agent Support “BAD” Now?
© 2016 Support.com, Inc. All Rights Reserved. 13
• Agents are traditionally product experts
• ...
14
How are
Companies
Adapting their
Approach to
Support?
3
We’re Seeing a Culture Change
© 2016 Support.com, Inc. All Rights Reserved. 15
• A noticeable shift from Product Support t...
What are Companies Focusing on Now?
© 2016 Support.com, Inc. All Rights Reserved. 16
• Lifetime Value
• Adoption
• Satisfa...
• Agents with industry expertise are excelling
• Entry level agents are harder to ramp-up
• Agents are costing more
• L1s ...
How are Agents Being Measured?
© 2016 Support.com, Inc. All Rights Reserved. 18
• AHT
• FCR
• MTTR
• Closed cases quota
• ...
What Tools are Agents Using?
© 2016 Support.com, Inc. All Rights Reserved. 19
• High-value mediums (phone, screen-share, r...
How are Companies Structuring Support?
© 2016 Support.com, Inc. All Rights Reserved. 20
Traditional Company
Product
Engine...
© 2016 Support.com, Inc. All Rights Reserved. 21
Thank You
Upcoming SlideShare
Loading in …5
×

Webinar – From Product Fixes to Customer Success – The Key is Connected Support

646 views

Published on

Attend this webinar to learn:

- How the shift in focus from troubleshooting to customer success is changing the technology support landscape
- How to effectively address the growing demand for self-service support as consumers become more independent
- How combining in-app or web-based self-service with easy escalation to assisted channels is reducing customer effort
- How we’ve seen Upclick and other customers adapt their traditional approaches to support

Published in: Software
  • Be the first to comment

Webinar – From Product Fixes to Customer Success – The Key is Connected Support

  1. 1. 1© 2015 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE 1© 2016 Support.com, Inc. All Rights Reserved. From Product Fixes to Customer Success – The Key is Connected Support February 23rd, 2016 Upclick & Support.com #DisruptSupport
  2. 2. Speakers © 2016 Support.com, Inc. All Rights Reserved. 2 Astrid Dando Project Lead Upclick Damien Howley Sr. Director of Customer Success Support.com
  3. 3. Topics © 2016 Support.com, Inc. All Rights Reserved. 3 1 2 3 Self-service and changes in customer behavior How self-service is impacting the demand on support agents How we’ve seen companies adapting their approach to support
  4. 4. 4 Self-Service and Changes in Customer Behavior 1
  5. 5. • Have access to a lot more information • Less dependent on facilitated learning • Have higher aspirations to excel with a product Customers are Changing © 2016 Support.com, Inc. All Rights Reserved. 5
  6. 6. They Have New Preferences for Learning © 2016 Support.com, Inc. All Rights Reserved. 6 4xMore Likely to be Dissatisfied by an Agent Interaction • Low effort • Instant gratification • In-product, In-app, In-device • Contextually relevant • Rich (Caters to the experts) • Accessible (Can Google it)
  7. 7. New Appetite for Self-Service © 2016 Support.com, Inc. All Rights Reserved. 7 CEB - 2014 Learn Define Needs Assess Options Make Decision 56% through vendor selector. Contacting a Sales Rep Research Mode: Self-Service
  8. 8. They’ll Go to the Source with the Best Service © 2016 Support.com, Inc. All Rights Reserved. 8 • Support and service is part of your brand • Your self-service voice can be stolen • Forums, blogs, competitors can hijack your “research mode” traffic • Knowledge and recognition are a big draw • Google • LinkedIn • Quora • Salesforce
  9. 9. 2 9 How is Self-Service Impacting the Demand on Support Agents?
  10. 10. What Does Today’s Support Journey Look Like? © 2016 Support.com, Inc. All Rights Reserved. 10 SaaS IoTMobile Product Community Documents Knowledge Self-Service Search Engines Ticket System Phone Chat Agent Support Deflection
  11. 11. How Do I Deflect More? © 2016 Support.com, Inc. All Rights Reserved. 11 • Deflection can be good and bad • Does deflection mean cost-savings? • What the top-line? • Consider deflection a filter Complex Problems Simple Problems
  12. 12. Self-Service is Changing Demand on Agents © 2016 Support.com, Inc. All Rights Reserved. 12 Traditional Break/Fix Trouble Shooting Training/ Learning Configuring Becoming Expert Connected
  13. 13. Is Agent Support “BAD” Now? © 2016 Support.com, Inc. All Rights Reserved. 13 • Agents are traditionally product experts • Agents are traditionally measured by efficiency metrics • Agents aren’t equipped to offer end-to-end service delivery
  14. 14. 14 How are Companies Adapting their Approach to Support? 3
  15. 15. We’re Seeing a Culture Change © 2016 Support.com, Inc. All Rights Reserved. 15 • A noticeable shift from Product Support to Customer Success • Increased focus on customer experience • Changes in core company values • Looking at the top line • Company-wide emphasis on the customer Core Values Core Values Customer Success Customer Experience
  16. 16. What are Companies Focusing on Now? © 2016 Support.com, Inc. All Rights Reserved. 16 • Lifetime Value • Adoption • Satisfaction • Utilization • Renewal
  17. 17. • Agents with industry expertise are excelling • Entry level agents are harder to ramp-up • Agents are costing more • L1s (level 1 agents) are asked to bring value and direction to the table • L2s (level 2 agents) are asked to have previous implementation experience (PS, SE) • Support positions are being pitched differently How are Companies Hiring Agents? © 2016 Support.com, Inc. All Rights Reserved. 17
  18. 18. How are Agents Being Measured? © 2016 Support.com, Inc. All Rights Reserved. 18 • AHT • FCR • MTTR • Closed cases quota • Speed • Efficiency Traditional Support • NPS • CSAT • CES • Education • Expertise • Adoption • Utilization • Passion • Advocacy Connected Support
  19. 19. What Tools are Agents Using? © 2016 Support.com, Inc. All Rights Reserved. 19 • High-value mediums (phone, screen-share, remote-control) • Guided instruction(step by step) • Co-browsing • Remote desktop control • Remote mobile and camera control • Screen and mobile annotation
  20. 20. How are Companies Structuring Support? © 2016 Support.com, Inc. All Rights Reserved. 20 Traditional Company Product Engineering QA Support Pro Services Money SDR Account Management SE Connected Company Product Engineering CS Support Onboarding Account Management SE QA Sales AE SDR Outcome Ownership 100% Customer Outcome Ownership Shared
  21. 21. © 2016 Support.com, Inc. All Rights Reserved. 21 Thank You

×