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Sergey Lysak
Multi-channel customer
support
CEO at Eltrino
@sergey_lysak
Agenda
1.Customer support is
required
2. Customer support should be fast
effective, omnichannel
3.Benefits from effective ...
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?
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 ...
It’s better to prevent issues
providing effective
customer support
You have to react
immediately
To react fast you need to
automatize support process,
organize it properly
Customer support should be
effective
Customer support should be
omnichannel
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
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 buyer is 4 times more likely to buy from a
competitor if the problem is service related,
compared to price- or product-r...
A 5% increase in customer retention can increase
a company’s profitability by 75%
Thank you for attention!
diamantedesk.com
sergey@eltrino.com github.com/eltrino/DiamanteDeskBundle
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Multi channel customer support Sergey Lysak

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Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)

Published in: Business
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Multi channel customer support Sergey Lysak

  1. 1. Sergey Lysak Multi-channel customer support CEO at Eltrino @sergey_lysak
  2. 2. Agenda 1.Customer support is required 2. Customer support should be fast effective, omnichannel 3.Benefits from effective customer support
  3. 3. Customer is a King at any market All successful businesses are customer oriented
  4. 4. Customer’s loyalty is the main value Attracting new customers will cost your company 5 times more than keeping an existing customer The probability of converting an existing customer is 60- 70%. The probability of converting a new prospect, on the other hand, is only 5-20% Repeat customers spend 33% more compared to new customers
  5. 5. All businesses have customers Sometimes customers have troubles That’s why all businesses are in need of reliable customer care
  6. 6. Bill Gates “Your most unhappy customers are your greatest source of learning”
  7. 7. Customers don’t hate issues they hate issues that don’t get fixed
  8. 8. “Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” Donald Porter
  9. 9. Why Do Customers Leave a Company?
  10. 10. 96% unhappy customers don’t bother to complain, they simply walk away
  11. 11. Unhappy clients 3 times likely to tell their friends about a negative experience It takes 12 positive experiences to make up for one unresolved negative experience It takes 10 positive reviews to make up for one negative one
  12. 12. Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience they make it public through numerous social channels 80% of people that may be your customers won’t buy
  13. 13. It’s better to prevent issues providing effective customer support
  14. 14. You have to react immediately
  15. 15. To react fast you need to automatize support process, organize it properly
  16. 16. Customer support should be effective
  17. 17. Customer support should be omnichannel
  18. 18. Customer support system has to organize all incoming customer requests from all sources (e-mail, Facebook, Twitter, sms, phone, requests from website, etc) in a single place and provide communication through the same channel
  19. 19. Helpdesks Competition
  20. 20. Textmaster • Hello World! Benefits from effective customer support
  21. 21. 86% of buyers will pay more for a better customer experience Sensible support provides positive customer experience Differentiate yourself based on the experience you deliver to customers, not on the products you sell
  22. 22. “Totally satisfied” customers contribute 14 times more revenue than “somewhat satisfied” customers
  23. 23. A buyer is 4 times more likely to buy from a competitor if the problem is service related, compared to price- or product-related issues
  24. 24. A 5% increase in customer retention can increase a company’s profitability by 75%
  25. 25. Thank you for attention! diamantedesk.com sergey@eltrino.com github.com/eltrino/DiamanteDeskBundle

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