Happy Customers = Good Business
description
Transcript of Happy Customers = Good Business
![Page 1: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/1.jpg)
Click to edit Master title style Click to edit Master text styles
![Page 2: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/2.jpg)
Click to edit Master title style Click to edit Master text styles
HAPPY CUSTOMERS = GOOD BUSINESS!
![Page 3: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/3.jpg)
This presentation is brought to you by…!
![Page 4: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/4.jpg)
WE MAKE CUSTOMER SERVICE SOFTWARE!
4
Easy To Try, Buy, Implement,
& Use
Easy-to-Use Analytics and
Benchmarking
©COPYRIGHT ZENDESK INC 2012
Multi-Channel Customer Interaction
![Page 5: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/5.jpg)
WE’RE GLOBAL!
• 20,000+ customers!• 140+ countries!• 100,000,000+
customers served!• 100,000,000+ service
interactions per year!• 1,000,000,000+ total
interactions!
![Page 6: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/6.jpg)
ZENDESK MEETS E-COMMERCE!
and about 3,500 small e-commerce businesses!and about 600 Magento customers !
![Page 7: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/7.jpg)
“CLICK TO ADD” SUPPORT CHANNELS!
![Page 8: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/8.jpg)
CUSTOMER SERVICE WHERE YOU “LIVE”!
![Page 9: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/9.jpg)
A COMPLETE VIEW OF THE CUSTOMER!
Multi-channel interactions:!Customer engagement wherever
the customers are!
A united business:!The lines between sales/support/
marketing are blurring!
![Page 10: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/10.jpg)
MEASURING CUSTOMER SATISFACTION!
![Page 11: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/11.jpg)
WHY MEASURE CUSTOMER SAT!
![Page 12: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/12.jpg)
WHY MEASURE CUSTOMER SAT!
Your customers will respond if you ask them!
![Page 13: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/13.jpg)
WHY MEASURE CUSTOMER SAT!
You can brag about it (if it’s good)!
![Page 14: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/14.jpg)
WHY MEASURE CUSTOMER SAT!
You can identify happy customers…!
…and market to them.!!!
![Page 15: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/15.jpg)
HOW TO MEASURE CUSTOMER SAT!
Ask for feedback every time. And keep it simple. !
![Page 16: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/16.jpg)
HOW TO MEASURE CUSTOMER SAT!
Ask for feedback regularly. !
![Page 17: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/17.jpg)
GEEKING OUT IS EASY!!
![Page 18: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/18.jpg)
INVESTING IN CUSTOMER SATISFACTION!
![Page 19: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/19.jpg)
WHY INVEST IN CUSTOMER SAT!
*Source: White House Office of Consumer Affairs!
On average, loyal customers are worth up to 10 times as much as their first purchase.!
![Page 20: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/20.jpg)
WHY INVEST IN CUSTOMER SAT!
90%!*Source: Customer Experience Impact Report by Harris Interactive/RightNow!
Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. !
![Page 21: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/21.jpg)
WHY INVEST IN CUSTOMER SAT!
*Source: White House Office of Consumer Affairs!
News of bad customer service reaches more than twice as many ears as praise for a good service experience. !
![Page 22: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/22.jpg)
WHY INVEST IN CUSTOMER SAT!
Faster resolution times = lower resolution
costs!!
*Based on findings from the UK Institute of Customer Service!
![Page 23: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/23.jpg)
WHY INVEST IN CUSTOMER SAT!
• Increased first-touch resolution from 78% to 85%!
• Average ticket resolution is less than 24 hours!
• Promote an above average NPS within their industry!
• Customer satisfaction: 84%, up from 78% over the last 6 months and climbing!
• 20% increase in agent productivity with 457 solved tickets per month per agent!
• 96% of all tickets answered at first touch!
• Decreased first response times from 37 hours to 7 hours within 7 months, with today’s average response time at 5.3 hours!
• 20% reduction in support costs!• Customer satisfaction: 94%!
![Page 24: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/24.jpg)
Click to edit Master title style Click to edit Master text styles
BENCHMARKING E-COMMERCE!
![Page 25: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/25.jpg)
E-COMMERCE = EARLY ADOPTERS!
Ticket channel usage for retail industry!
Ticket channel usage for average benchmark!
Web forums!
Feedback tab!
Facebook!
Voice!
Chat!
Twitter!
22%!
23%!
25%!
9%!
8%!
7%!
17%!
16%!
7%!
5%!
3%!
3%!
![Page 26: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/26.jpg)
THE ZENDESK BENCHMARK!
![Page 27: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/27.jpg)
FIRST RESPONSE TIMES (Hrs)!
Zendesk Average!26.3 !
Retail Average!23.6!
Retail Best-In-Class!<12!
![Page 28: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/28.jpg)
CUSTOMER SATISFACTION!
Zendesk Average!82%!
Retail Average!77%!
Retail Best-In-Class!89%!
![Page 29: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/29.jpg)
F#@KING SANTA CLAUS!!
70.0%!
72.0%!
74.0%!
76.0%!
78.0%!
80.0%!
82.0%!
84.0%!
86.0%!
Jun! Jul! Aug! Sep! Oct! Nov! Dec! Jan! Feb! Mar! Apr! May!
Satisfaction Rating! Satisfaction (Retail)!
![Page 30: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/30.jpg)
STATING THE OBVIOUS!
Faster first response times = higher
customer satisfaction!
![Page 31: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/31.jpg)
BENCHMARKING EFFECTIVENESS IN CUSTOMER SERVICE!
![Page 32: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/32.jpg)
THE SECRET FORMULA!
![Page 33: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/33.jpg)
ONE-TOUCH TICKETS!
Zendesk Average!85%!
Retail Average!82%!
Retail Best-In-Class!97%!
![Page 34: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/34.jpg)
TICKETS PER AGENT!
Zendesk Average!116!
Retail Average!228!
Retail Best-In-Class!658!
![Page 35: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/35.jpg)
FORUM VIEWS PER TICKET!
Zendesk Average!1.5:1!
Retail Average!.86:1!
Retail Best-In-Class!12:1!
![Page 36: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/36.jpg)
OUR STATS (FWIW)!
Customer Sat!96%!
First Response (Hrs)!25.1!
Forum Views:Ticket!22:1!
Tickets/Agent!15:1, 8:1!
First Response (Hrs)!82%!
![Page 37: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/37.jpg)
SUMMARY RECOMMENDATIONS!
• Retail leads in multi-channel support (you should too!)!
• Think “interaction” not “support”!
• Measure customer satisfaction to create a baseline!
• Set simple measurable goals, and measure them!
• Scale x Efficiency x Quality = Effectiveness!
![Page 38: Happy Customers = Good Business](https://reader034.fdocuments.in/reader034/viewer/2022052617/54551fb9af795998788b4716/html5/thumbnails/38.jpg)
THANK YOU!!