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Mark Lee, DealDash - Preventing churn through CSAT
- 4. GOOD CUSTOMER SERVICE 1. Fast Customers don’t want to wait for help.
- 5. GOOD CUSTOMER SERVICE 1. Fast 2. Accurate • Low customer effort (1 touch) • Correct information (concise, easy to read, visual)
- 6. GOOD CUSTOMER SERVICE 1. Fast 2. Good 3. Better than everyone else • Especially your competitors • Good customer service brings customer loyalty & referrals • Customer service isn’t a business annoyance, it’s an asset
- 7. WHAT DOES OUR SURVEY LOOK LIKE?
- 9. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK? Data, Reporting, Graphs, KPIs......? 1. 128 @ 4.31 2. 101 @ 4.95
- 10. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK? • Are Customers happy with company / product ? Trends, common themes, customer pain points.
- 11. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK? • Are Customers happy with company / product ? • Quality of service provided by Customer Support agents ? How are individual agents performing
- 12. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK? • Are Customers happy with company / product ? • Quality of service provided by Customer Support agents ? • Provide performance to agents - Zendesk Insights - Weekly lookback email (auto GoodData report)
- 14. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK? • Are Customers happy with company / product ? • Quality of service provided by Customer Support agents ? • Provide performance to agents • Follow up with customer required? - Focus on critical cases - Identify really happy customers as well
- 15. TICKET REOPENS: ★, OR ★★, OR ANY COMMENTS C:UsersAGDownloads2017-05-25_1653.png AGENT VIEW
- 16. TICKET REOPENS: ★, OR ★★, OR ANY COMMENTS AGENT VIEW
- 17. TICKET REOPENS: ★, OR ★★, OR ANY COMMENTS AGENT VIEW
- 18. TICKET REOPENS: ★, OR ★★, OR COMMENTS SUPERVISOR VIEW
- 19. WEEK 1 – 2017 1,474 SURVEY SCORES
- 20. WEEK 1 – 2017 1,474 SURVEY SCORES 769 COMMENTS 75% REOPEN
- 21. OPTIMIZING THE CUSTOMER FEEDBACK PROCESS • Deliverability • Opens • Completions • Comments
- 22. OPTIMIZING THE CUSTOMER FEEDBACK PROCESS Feedback email same time as ticket solve 100% → 32% → 80% → 43%
- 25. CUSTOMER ENGAGEMENT – ISSUE RESOLUTION
Editor's Notes
- 94% of emails are responded. Add in calls / chats which are answered immediately.
- Lauri
- 50K surveys sent out since Sept. It needs to have a clear purpose
- E.g. Picked up at an agent or supervisor level with relevant feedback discussed in a variety of forums amongst team, developers, all of company.
- Follow improvement after hire. Consistent, better and doing something different that should be adopted.
- Survey-sent tag to calculate how many were sent out.