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Gaining Customer Loyalty through Support - A Case Study on WPML Team
This document discusses how providing excellent customer support is important for gaining customer loyalty and positive word-of-mouth marketing. It outlines the WPML team's customer support process, which includes tiered support, extended hours, and support in multiple languages. The team measures support metrics like resolution time and customer feedback. The goal is to deliver smiles to customers and have happy customers who renew their subscriptions and recommend the product to others.
Gaining Customer Loyalty through Support - A Case Study on WPML Team
- 1. Gaining Customer Loyalty throughSupport A Case Study on WPML Team
- 2. Dat Hoang Community andSupport Documentation
- 3. Why Support isa Must-have? Main reason clients pay for Word-of-mouth marketing Listening to clients’ needs
- 4. Bottom Line ofa Good Support Source: https://www.salesforce.com/blog/2014/04/what-is-good-customer-service.html
- 5. Customers’ Expectation Accurate FastComfortable
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- 7. add_action( ‘wpml_support’, ‘define_support’); Delivering smiles to customers
- 8. add_action( ‘wpml_support’, ‘set_attitude’); “Our best marketing bet is to have happy customers who renew their subscriptions year after year, and that recommend, blog and tweet about how great is paying for our products, instead of using other free plugins. Source: the first training document for new supporters of WPML
- 9. add_action( ‘wpml_support’, ‘run_training’); One-by-one New releases Additional trainings
- 10. add_action( ‘wpml_support’, ‘organize_team’); Tier 1 Front-desk Tier 2 Senior Tier 3 Developer
- 11. add_action( ‘wpml_support’, ‘extend_accessibility’ ); 22/ 24 hours No holiday 9 languages
- 12. add_action( ‘wpml_support’, ‘define_policy’); Do Don’t Certified partners
- 13. add_action( ‘wpml_support’, ‘measure_results’); ● Statistics: the team, each individual and each ticket ● Indicators: ○ Ratings: Great - Good - Not so good ○ Feedback when rating ○ New tickets per month/day ○ Average time to resolve per month ○ Resolved tickets per month/day
- 14. add_action( ‘wpml_support’, ‘create_self_help’); Documentation Errata Resolved summaries Public support
- 15. At the Endof the Day - Happy Customers Andreas vielen vielen dank :-) Denise ha solucionado el problema a la primera. Muy agradecidos. Andrey, Bсё отлично, быстро отреагировали и так-же быстро решили. 多謝你們的專業支援， 特別感激 Luo的協助， 謝謝。
- 16. At the Endof the Day - Happy Supporters
- 17. Have We Done? goodis the enemy of - Jim Collins great
- 18. add_action( ‘wpml_support’, ‘do_continuous_improvement’ ); ●Better documentation - Wiki format ● Automatic ticket assignment ● Document suggestion before opening support tickets ● Better internal communication - using P2 (small groups) and Skype (whole team)
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- 20. Big Thanks! Dat Hoang Amember of OnTheGoSystems @tiendathoang Singapore, September 2016
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