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.
How to Improve
Online Customer Service
The Data
Fun Fact:
“The

amount of money lost due to bad

customer service is roughly $83 billion
annually in the U.S”
—80...
Customers Have Low Expectations

Mind boggling?

Image: stockimages @FreeDigitalPhotos.com

That’s not all:
Apparently
•
•...
What Users Want
Today’s users are:

• Demanding
• Impatient
• Making up for
years of lousy
customer service
Image: stockim...
It’s the Age of the Customer
Anyone who hasn’t figured that out will
end up dealing with the consequences of
an extremely ...
Know Your Customers

And…
Millennials prefer
written communication,
anyway
Image courtesy of: http://mucklesentertainment....
There Is Hope Yet
Online SaaS SMBs have two distinct advantages over offline:

Technology
multiple communication
channels ...
Open All Channels
Align your Social Media Approach with
Your Customer Service Policy
Get your Social Media staff and the
C...
Success Story
Marks & Spencer are likely to increase their multichannel sales

from £300 to £500 next year

Just imagine h...
The Technology Is Here…

Utilize Online Help
Tools –
quicker and more
efficient than phone
support.
Image: Kittikun Atsawi...
…Use It

Video Tutorials
Venture Outside Your Comfort Zone

Help Forums
Improve User Experience

Site Tours and Walkthroughs
Multi-task

Live Chats
Don’t Let Digital Kill Personal
Leave a lifeline of direct contact (phone/email)
for customers who are:
• Unsatisfied with...
Why Iridize Mobile?
It’s Been a Pleasure
We hope that was helpful!
Read more about optimizing onboarding
and customer serv...
Upcoming SlideShare
Loading in …5
×

How to Improve Online Customer Service

691 views

Published on

This is the age of the customer - so you better get your customer service mojo on. Just add some patience, online help techniques, social media and stir. Here are some tips on how to work online customer service magic.

Published in: Technology, Business, Education
  • Be the first to comment

  • Be the first to like this

How to Improve Online Customer Service

  1. 1. How to Improve Online Customer Service
  2. 2. The Data Fun Fact: “The amount of money lost due to bad customer service is roughly $83 billion annually in the U.S” —80% Of Companies Say They Deliver Superior Customer Service, Only 8% Do Image: Danilo Rizutti @FreeDigitalPhotos.com
  3. 3. Customers Have Low Expectations Mind boggling? Image: stockimages @FreeDigitalPhotos.com That’s not all: Apparently • • Less than 25% of customers complain when they have an issue 70%-90% of customers don’t even complain
  4. 4. What Users Want Today’s users are: • Demanding • Impatient • Making up for years of lousy customer service Image: stockimages @FreeDigitalPhotos.com
  5. 5. It’s the Age of the Customer Anyone who hasn’t figured that out will end up dealing with the consequences of an extremely viral youtube video.
  6. 6. Know Your Customers And… Millennials prefer written communication, anyway Image courtesy of: http://mucklesentertainment.com/blog/
  7. 7. There Is Hope Yet Online SaaS SMBs have two distinct advantages over offline: Technology multiple communication channels + guidance and online help methods Image: KROMKRATHOG @FreeDigitalPhotos.com Speed tweets, email, instant messaging …is faster Image: hin255 @FreeDigitalPhotos.com
  8. 8. Open All Channels Align your Social Media Approach with Your Customer Service Policy Get your Social Media staff and the Customer Service talking – with each other: Need to understand response speed Need to understand patience and attentiveness
  9. 9. Success Story Marks & Spencer are likely to increase their multichannel sales from £300 to £500 next year Just imagine how much money can be saved by simply responding to customers through multiple channels the right way.
  10. 10. The Technology Is Here… Utilize Online Help Tools – quicker and more efficient than phone support. Image: Kittikun Atsawintarangkul @FreeDigitalPhotos.com
  11. 11. …Use It Video Tutorials
  12. 12. Venture Outside Your Comfort Zone Help Forums
  13. 13. Improve User Experience Site Tours and Walkthroughs
  14. 14. Multi-task Live Chats
  15. 15. Don’t Let Digital Kill Personal Leave a lifeline of direct contact (phone/email) for customers who are: • Unsatisfied with the online help tools • Less tech savvy Image: Stuart Miles @FreeDigitalPhotos.com
  16. 16. Why Iridize Mobile? It’s Been a Pleasure We hope that was helpful! Read more about optimizing onboarding and customer service in our blog Or contact us about trying out our onboarding optimization services

×