Zákaznícky servis nie len cez internet je jednou zo základných súčastí každej online marketingovej stratégie. Pozrite si tipy a námety na to, ako sa dá zákaznícky servis uchopiť strategicky.

1. Customer care
“Must have in online brand building”

2. VISIBILITY
Digital agency with 60+ people in CEE
Who we are
+

3. # akí sme dnes
● Najväčšia slovenská SEO agentúra
● Jedna z top digitálnych agentúr na Slovensku
● Featured Google Partner agency na Slovensku aj v Čechách
● Spending 3+ mil. EUR/ year in AdWords MCC
● TOP Seznam.cz partners
● Key Programmatic/RTB Partneship
# who we are
● One of the biggest performance and digital agencies in Slovakia and
Czech Republic
● Google Premier Partner agency
● Top 10 Google agency in annual spend (3+ mil. EUR/ year)
● TOP Seznam.cz partners
● Leader at online education
● Key Programmatic/RTB Partnership

4. Some of our clients

5. Online customer care
May cause some serious troubles

6. BILLA
# Fails

7. BILLA
# Fails

8. UPC
# Fails

9. What is online customer
care

10. Online customer care
# Customer care

11. ● Customer care from 9.00am to 17.00pm? Seriously?
Anytime
# Customer care

12. ● Desktop
● Smartphone
● Smartwatch
● Phone
● Tablet
Anywhere with any device
# Customer care

13. Let customers choose what channel they want to use:
Options
# Customer care
● Phone
● Chat
● Email
● Social network
● Branch office
● Mobile app

14. ● Now is too late in Customer care
● Never refer clients to other customer care channel!
ASAP
# Customer care

15. ● No Logins
● No Registrations
● All browsers and OS
Easy of use/ accessibility
# Customer care

16. Some tips

17. Automatisation
# Inspiration

18. Hi Juraj,
Nice to see you here again, how can I help you?
Based on:
● Email address
● Social networks
● Name
● Phone number
● Voice recognition
Use technology to know the person
# Inspiration

19. ● What if Zappos sent pizza to one of their Twitter followers?
● Handwritten thank you note
Surprise
# Inspiration

20. ● Cheaper shipping if possible?
● Personal reports?
● Content beyond FAQ?
Do more than expected
# Inspiration

21. ● Newsletter with added value
● Name day, birthday, just because you exist emails
Care
# Inspiration

22. ● Give people a power to decide, to choose or to influence
Get them involved
# Inspiration

23. ● Nicereply
● Staffino
● Social networks
● Google forms
● Price comparison sites
Collect feedback
# Inspiration

24. Thank you
www.visibility.sk edu.visibility.sk
sasko@visibility.sk