Dealing with unhappy customers as a source of wisdom

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Meet Magento Poland 2014
Sergey Lysak
Eltrino
#mm16cz
Dealing with unhappy customers as
a source of eСommerce wisdom

Agenda
Customer support is required
Customer support should be fast
effective, omnichannel
Benefits from effective custome...

Customer is a King
at any market
All successful businesses
are customer oriented

Customer’s loyalty is the main value
Attracting new customers will cost your company
5 times more than keeping an existing...

All businesses have customers
Sometimes customers have troubles
That’s why all businesses are in need of
reliable customer...

Bill Gates
“Your most unhappy customers
are your greatest source of
learning”

Customers
don’t hate issues
they hate issues that don’t get fixed

“Customers don’t expect you to be perfect.
They expect you to fix things
when they go wrong”
Donald Porter

Why Do Customers Leave a Company?

42% of consumers would rather clean a
toilet than contact customer service

96% unhappy customers
don’t bother to complain,
they simply walk away

Unhappy clients 3 times likely to tell their friends
about a negative experience
It takes 12 positive experiences to make ...

Satisfied clients can tell 6-7 people how happy
they are. But unsatisfied ones 3 times likely to
tell their friends about ...

A buyer is 4 times more likely to buy from a
competitor if the problem is service related,
compared to price- or product-r...

It’s better to prevent issues
providing effective
customer support

Years of trust
and loyalty can
be crushed by
only one
disappointment

Successful service
culture becomes the
last and a lasting
differentiator to
obtain and retain
customers

You have to react
immediately

To react fast you need to
automatize support process,
organize it properly

20% The most frustrating aspect
of a customer service experience is
being passed between agents

Customer support should be
effective

Customer support should be
omnichannel

Customer
support
should be
personal

Customer support system has to organize all incoming
customer requests from all sources (e-mail, Facebook,
Twitter, sms, p...

Helpdesks Competition

Textmaster
• Hello World!
Benefits
from
effective
customer
support

Sales will know more about
customer needs and
preferences

Product
improvement

Right marketing offers
and promotions

Optimize agent productivity

Insights about the
competitive landscape

To determine what
part of your business
needs the most
investment

86% of buyers will
pay more for a better
customer experience
Sensible support provides
positive customer experience
Differ...

“Totally satisfied” customers
contribute 14 times more
revenue than “somewhat satisfied”
customers

A 5% increase in customer retention can increase
a company’s profitability by 75%

Thank you for attention!
sergey@eltrino.com
https://github.com/eltrino/diamantedesk-application
Clone DiamanteDesk from Gi...

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