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Ruby Receptionists’ Katharine Nester on Delightful Customer Service

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72% of customers hang up if they receive an automated response when they call a company. So Ruby Receptionists built a virtual call center and receptionist service on Twilio - not just to keep them on the line, but to delight them with excellent customer service. Katharine Nester, Chief Product and Technology Officer, joined Twilio at SIGNAL 2017 to share her insights. Watch her full talk here: https://www.twilio.com/learn/contact-center/ruby-receptionists-katharine-nester-on-delightful-customer-service

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Ruby Receptionists’ Katharine Nester on Delightful Customer Service

  1. 1. A Blueprint for Delighting Your Customers at Scale
  2. 2. Our mission is to preserve and perpetuate real, meaningful connections in an increasingly virtual and automated world.
  3. 3. Ruby Receptionists
  4. 4. “Representative” DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017
  5. 5. Last year, mobile searches drove more than 70 billion inbound business calls. This number is expected to reach 162 billion by 2019. —Bia/Kelsey
  6. 6. How do you deliver delight at scale?
  7. 7. DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017 Keeping it old school
  8. 8. Oops!
  9. 9. Finding the right SIP Trunk provider 415- 212-314- ✓ ✓ ✓ The other guys X X X DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017
  10. 10. Elastic SIP Trunking from Fast to set up Geo-redundancy Robust admin console Development platform Much less expensive DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017
  11. 11. Be prepared with the right infrastructure Do what you say you are going to do.
  12. 12. Positive experienc e Negative experienc e
  13. 13. ROI on Happiness List three things you are grateful for that day Write about a positive gratitude action for the day Write about a positive experience from the past 24 hours 0.00% 0.02% 0.04% 0.06% 0.08% 0.10% 0.12% Before Journal After Journal Error Rate 1 in 1000 1 in 2500 60% decrease DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017
  14. 14. Fostering happiness with your employees helps you do what you say you are going to do. And it leads to delightful customer experiences.
  15. 15. Anticipate needs But experiment and validate quickly DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017
  16. 16. Case Study: Choose your caller ID Hypothesis: Customers want to use their cell phone, but not their cell number for business.
  17. 17. Choose Your Caller ID Architecture
  18. 18. Choose Your Caller ID Architecture
  19. 19. Choose Your Caller ID Architecture
  20. 20. DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017 Choose Your Caller ID Architecture
  21. 21. DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017 Choose Your Caller ID Architecture
  22. 22. What they didn’t know they wanted 0 1000 2000 3000 4000 5000 6000 2016 December 2017 January 2017 February 2017 March Calls Made Average growth: 70%Month over month “”I also appreciate the convenience of carrying just one phone and the ability draw a line between personal and business activity.”” “As the owner of a growing small business and a member of an active family, I use the new feature just about every time I return a call ” 105,000+ minutes DELIVERING DELIGHT AT SCALE | May 19, 2017 | #SIGNAL2017
  23. 23. Have the right foundation.
  24. 24. Do what you say you are going to do.
  25. 25. Foster happiness.
  26. 26. Give customers what they don’t even know they want.* * And be sure you can experiment quickly to avoid a Clippy
  27. 27. Katharine Nester knester@callruby.com Steve Severance sseverance@callruby.com Thank you! Learn more about Twilio’s Elastic SIP Trunk Product – Annie and Jake from Twilio at 5:05 “A Global SIP Platform Your Business Can Rely On.”

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