Why Customer Service is NOT Enough


Published on

Today’s customers want an experience that engages them and gives them a reason to remain connected to you. Their mindset is one that is fickle, demanding, vocal and not very loyal.

In this webinar, customer service expert, Lisa Ford outlines her strategies for improving the customer experience.

:: Go beyond average service to a relationship
:: Ask tough questions to examine the quality of your experience
:: Learn the customer connection rules
:: Focus the culture on everyday service excellence
:: Create a team that is inspired to keep customers loyal

Published in: Business, Technology

Why Customer Service is NOT Enough

  1. 1. “Why Customer Service is NOT Enough”Lisa Ford Gary McNeil, Parature<br />
  2. 2. Parature<br />Parature is a global leader in on-demand software (SaaS) for customer service and support<br />Parature enables organizations to:<br />Reduce the cost of supporting their customers<br />Have a 360 view of customer issues<br />Retain their customers<br />Improve customer loyalty<br />Generate more revenue from their base<br />Deliver “great” customer service<br />
  3. 3. The Customer Has Never Been More Important! <br />In light of sales teams selling less - organizations are focused on:<br />Customer retention<br />Customer upsell and cross sell opportunities<br />Lifetime value of a customer<br />Overall revenue from the customer base<br />
  4. 4. Service Has Become A Major Differentiator<br />Improving the customer experience<br />Multi-channel support<br />Providing support in the manner by which the customer wants it<br />Reducing customer effort<br />Delivering on the promise of first contact resolution<br />The result is reduced frustration<br />Increasing customer loyalty<br />By reducing customer effort you increase customer loyalty<br />Increased loyalty is a game changer<br />
  5. 5. Parature: An Integrated Support Suite<br />CUSTOMER TOUCH POINTS<br />SERVICE DESK <br />Delivering Multi-Channel Support<br />For your CSR’s to Manage All Customer Interactions<br />Metrics &Reports<br />Deploy Surveys<br />Feedback<br />Chat<br />Ticket<br />?<br />Forums<br />Your CSR<br />Downloads<br />Mobile <br />Your Customer<br />E-Mail<br />Knowledge-base and FAQ’s<br />360º Customer History<br />Intelligent Workflow<br />Phone<br />Service Desk<br />5<br />
  6. 6. Helping Customers Help Themselves<br />
  7. 7. …Backed by an Intuitive, Intelligent System<br />Parature lets you:<br /><ul><li>Define hierarchical ticketing queues and personalized routing rules
  8. 8. Program auto-responses for repetitive inquiries
  9. 9. Establish an integrated internal knowledge base
  10. 10. Manage tasks and time-based alerts to ensure adherence to SLA thresholds
  11. 11. Report upon CSR productivity
  12. 12. Incorporate customer data to ensure “One View of the Customer”
  13. 13. Collect and analyze customer feedback
  14. 14. Integrate ticketing data with customer records and chat windows
  15. 15. …update your customer portal with each and every mouse click </li></li></ul><li>
  16. 16. Support for Every Facebook Fan Page.<br />Parature for<br /><ul><li> Monitor, listen and engage with your customers on your Facebook Fan Page.
  17. 17. Your Customers can get Support right on your Facebook Fan Page.
  18. 18. Your Customers can share their positive support experiences through their friend’s streams.</li></ul>Confidential - Parature<br />
  19. 19. Gaming and Digital Media<br />Business Services<br />Technology<br />Healthcare<br />Associations<br />Education<br />800 Customers Across Industries & Market Segments<br />
  20. 20. Why Customer Service Is NOT Enough<br />Lisa Ford<br />770.394.4860<br />www.lisaford.com<br />
  21. 21. The State of Service<br />The best get better<br />3 levels of service<br />Every service needs fixing<br />The challenge of delivering great service – focus, ownership, resources<br />
  22. 22. The Customer Service Experience<br />Service experience drives the relationship<br />The “new customer connection rules”<br />How customers define quality service<br />Simplify the customer’s life<br />
  23. 23. Ask the Tough Questions<br />What are your “hard to do business” points?<br />What is the cost of small mistakes?<br />What is your weakest link?<br />What is your point of difference?<br />What is your enthusiasm factor? <br />
  24. 24. The Team<br />Hire the best<br />Train the hard skills<br />Create the expectations – standards and squirmy scripts<br />
  25. 25. Create the Culture<br />Leadership makes it happen - Champion - Cheerleader<br />Execution is the key<br />
  26. 26. Questions?<br />Follow Parature on<br />http://blog.parature.com<br />http://www.facebook.com/parature<br />http://www.twitter.com/parature<br />http://www.youtube.com/paratureinc<br />http://www.parature.com/rss<br />