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Customer Service & What is Live Chat


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In this presentation, what is customer service, how better customer service can help your business, What is Live Chat and how to deal with customers and their moods and How to give better customer service

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Customer Service & What is Live Chat

  1. 1. Customer Support 3/30/2016 1
  2. 2. Outline Introduction on Customer support Why is Customer support important? How can we give the best Customer support? Cost of Bad Customer Support Leaving a Mark on the Customers Conclusion 3/30/2016 2
  3. 3. What is Customer Support ? 3/30/2016 3
  4. 4. • Customer Support is every interaction with our customer. • Here, we meet the needs and desires of our customers. • It is an act of taking care of the customer's needs by providing and delivering professional, helpful, high quality support and assistance before, during, and after the customer's requirements are met. • One good customer support experience can change the entire perception a customer holds towards the organization. 3/30/2016 4
  5. 5. 3/30/2016 5 What happens in Customer support ? Customer ​support is a continuous ​process whose ​principal ​tool is ​communication. COMMUNICATION
  6. 6. Communication – The secret weapon • Builds relationship with the customer. • Involves Trust. • Shows our loyalty and respect. • It’s the key strength and the secret weapon of the company and helps us in building an empire from a small hut. • It makes the customer happy and they keep coming back to buy our products and supports. 3/30/2016 6
  7. 7. Why Customer Support ? 3/30/2016 7
  8. 8. 3/30/2016 8 3 out of 5 people would like to try a new brand or company for a better customer support experience. 67% of customers have hung up the phone out of frustration they could not talk to a real person. 59% 41% % OF PEOPLE Try new brand for better experience Continue with the same
  9. 9. 3/30/2016 9 70% 30% 70% sales are based on buying experience 30% based on the product 0 20 40 60 80 Probability of New Customer Probability of Existing Customer Sales
  10. 10. How providing good Customer Support helps us ? • Increase in number of loyal customers • Increase in number of sales • Increase in the amount of money each customer spends with our business • Reduces the costs involved in attracting new customers • Generates positive word-of-mouth and reputation • Decrease barriers to hesitant customers 3/30/2016 10
  11. 11. How Customer Support? 3/30/2016 11
  12. 12. 3 types of Customer Support 1. Email 2. Phone 3. Live Chat 3/30/2016 12
  13. 13. Email PROs 1. Users will already have knowledge on how to use it. 2. Will get Precise and detailed answers. 3. Professional/Formal. 4. For busy people. 3/30/2016 13
  14. 14. Email CONs 1. Takes a lot of time to get response. 2. High To-and-fro. 3. Possibility of your email getting buried when the company have huge in-flow. 3/30/2016 14
  15. 15. PROs 1. Trust. 2. Can carry emotion. 3. Professional/Formal. 4. Useful to get bigger issues resolved. 5. For people who have free time. Phone 3/30/2016 15
  16. 16. CONs 1. Looooong waiting times. 2. Formalities, transfers to different people before getting your issue resolved. 3. Takes a lot of time to get an issue resolved, but quicker than email. Phone 3/30/2016 16
  17. 17. Live Chat PROs 1. On-site, so helps building trust. 2. Quick replies/solutions. 3. Friendly & caring. 4. Can Multi-task. 5. For busy people, but with less turnaround time. 3/30/2016 17
  18. 18. CONs 1. Bigger issues cannot be resolved right there. 2. Informal (for some people) Live Chat 3/30/2016 18
  19. 19. STATS Studies Say 3/30/2016 19
  20. 20. Why is live Chat Preferred? 3/30/2016 20
  21. 21. Why is live Chat Preferred? By Age Millennials 3/30/2016 21
  22. 22. Cost of Bad Customer Support 3/30/2016 22
  23. 23. • Customers feel they are poorly treated. 3/30/2016 23 Signs of a Bad Customer support I've purchased your 9Five Olson Readers. Can you please track that for me. I'm coming down to the store to buy the Sherri Hill dress. • Failure to solve a problem in a timely manner Keeping the customer on hold for a long time. No able to show the solution in spite of waiting for such long time • Inexperienced Representatives
  24. 24. Cost of Bad Customer support • Chain reaction 3/30/2016 24 CSE Client CX
  25. 25. News of bad customer service reaches more than twice as many ears as praise for a good service experience. 3/30/2016 25 worst 78 22 68 32 78% of customers end a business relation due to Bad Customer Support 68% customers went to a competitor due to Bad Customer Support
  26. 26. Leaving A Mark! As a Chat Support Executive 3/30/2016 26
  27. 27. LCN Client Customer (Cx) The Structure 3/30/2016 27
  28. 28. LCN Client Customer (Cx) This is where we can leave a mark Where can we Leave our Mark? 3/30/2016 28
  29. 29. What is meant by “Leaving a Mark” ? 3/30/2016 29
  30. 30. Changing the Cx MOOD Angry Feeling Hurt Sad Happy! Before the Chat After the Chat 3/30/2016 30
  31. 31. If you’re successful in changing the MOOD of the customer, you’re leaving your mark on them! Happy! Very Happy! Before the Chat After the Chat 3/30/2016 31
  32. 32. How to Leave a Mark ? 3/30/2016 32
  33. 33. How to Leave a Mark? 1. Understand the Customer Persona. 2. Modify to their Mood. 3. Show them you understand their need. 4. Deliver the Solution. 3/30/2016 33
  34. 34. What is a Customer Persona Customer Personas are fictional, generalized representations of your ideal customers. Personas help us all -- in marketing, sales, product, and services -- internalize the ideal customer we're trying to attract, and relate to our customers as real humans. 3/30/2016 34
  35. 35. Customer Persona Example Alex •Age – 20 to 30 Years •Location – USA, UK, Australia •Education – Collage Graduate •Income – None •Interests – Technology, Gadgets •Mood – To learn about Fonesalesman products and buy one if they’re good. 3/30/2016 35
  36. 36. Customer Persona Example Stephene •Age – 20 to 50 Years •Location – USA, UK, Australia •Education – Collage Graduate •Income – Stable Job ($40,000 to $100,000 PA) •Interests – Jewellery, Outdoors, Family •Mood – To buy a gift for her Husband on his Birthday. 3/30/2016 36
  37. 37. Modifying to their Mood Alex Mood – To learn about Fonesalesman products and buy one if they’re good. •Talk Techie. •Be Energetic. •Give precise answers to his questions. Stephene Mood – To buy a gift for her Husband on his Birthday. •Show a smile on your face. •Praise her and her decision often. •Give recommendations. 3/30/2016 37
  38. 38. How to Leave a Mark? • Show them you understand their need. • Deliver the Solution. JUST ANSWER! 3/30/2016 38
  39. 39. Make sure the Customer MOOD changes after a chat with YOU! 3/30/2016 39
  40. 40. 3/30/2016 40 Conclusion “Customer support should be a pleasure not a headache”
  41. 41. Thank you 3/30/2016 41