Post on 13-Jan-2017
transcript
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Customer Support
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Outline
Introduction on Customer supportWhy is Customer support important?How can we give the best Customer support?Cost of Bad Customer SupportLeaving a Mark on the CustomersConclusion
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What is Customer Support ?
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• Customer Support is every interaction with our customer.• Here, we meet the needs and desires of our customers. • It is an act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality support and assistance before, during, and after the customer's requirements are met.
• One good customer support experience can change the entire perception a customer holds towards the organization.
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What happens in Customer support ?
Customer support is a continuous process whose principal tool is communication.
COMMUNICATION
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Communication – The secret weapon
• Builds relationship with the customer.• Involves Trust.• Shows our loyalty and respect.• It’s the key strength and the secret weapon of
the company and helps us in building an empire from a small hut.
• It makes the customer happy and they keep coming back to buy our products and supports.
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WhyCustomer Support ?
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3 out of 5 people would like to try a new brand or company for a better customer support experience.
67% of customers have hung up the phone out of frustration
they could not talk to a real person.
59%
41%
% of PeopleTry new brand for better experienceContinue with the same
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70% 30%70% sales are based on buying experience30% based on the product
Probability of New Customer
Probability of Existing Customer
0 10 20 30 40 50 60 70 80
Sales
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How providing good Customer Support helps us ?
• Increase in number of loyal customers• Increase in number of sales• Increase in the amount of money each
customer spends with our business• Reduces the costs involved in attracting new
customers• Generates positive word-of-mouth and
reputation • Decrease barriers to hesitant customers
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How Customer Support?
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3 types of Customer Support
1. Email 2. Phone
3. Live Chat
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PROs1. Users will already have knowledge on how to
use it.2. Will get Precise and detailed answers.3. Professional/Formal.4. For busy people.
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CONs1. Takes a lot of time to get response.2. High To-and-fro.3. Possibility of your email getting buried when
the company have huge in-flow.
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PROs1. Trust.2. Can carry emotion.3. Professional/Formal.4. Useful to get bigger issues resolved.5. For people who have free time.
Phone
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CONs1. Looooong waiting times.2. Formalities, transfers to different people
before getting your issue resolved.3. Takes a lot of time to get an issue resolved,
but quicker than email.
Phone
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Live Chat
PROs1. On-site, so helps building trust.2. Quick replies/solutions.3. Friendly & caring.4. Can Multi-task.5. For busy people, but with less turnaround
time.
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CONs1. Bigger issues cannot be resolved right there.2. Informal (for some people)
Live Chat
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STATS
Studies Say
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Why is live Chat Preferred?
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Why is live Chat Preferred? By Age
Millennials
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Cost of Bad Customer Support
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• Customers feel they are poorly treated.
Signs of a Bad Customer support
I've purchased your 9Five Olson Readers. Can you please track that for me.Please mail to team@support.comSure, I'll help you out with that. If you can please mail to us at team@support.com,the concerned team will get back to you and will let you know more information regarding your order.
I'm coming down to the store to buy the Sherri Hill dress.Okay, please come. Yay! That's really great to hear. When can we expect you in the store ?
• Failure to solve a problem in a timely mannerKeeping the customer on hold for a long time. No able to show
the solution in spite of waiting for such long time• Inexperienced Representatives
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Cost of Bad Customer support
• Chain reaction
CSE
Client CX
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News of bad customer service reaches more than twice as many ears as praise for a good service experience.
good worst
78
22
68
32
78% of customers end a business relation due to
Bad Customer Support
68% customers went to a competitor due to
Bad Customer Support
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Leaving A Mark!As a Chat Support Executive
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LCN
Client Customer (Cx)
The Structure
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LCN
Client Customer (Cx)
This is where we can leave a mark
Where can we Leave our Mark?
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What is meant by “Leaving a Mark” ?
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Changing the Cx MOOD
Angry
Feeling Hurt
Sad
Happy!
Before the Chat After the Chat
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If you’re successful in changing the MOOD of the customer, you’re leaving your mark on them!
Happy!
Very Happy!
Before the Chat After the Chat
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How toLeave a Mark ?
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How to Leave a Mark?
1. Understand the Customer Persona.2. Modify to their Mood.3. Show them you understand their need.4. Deliver the Solution.
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What is a Customer Persona
Customer Personas are fictional, generalized
representations of your ideal customers.
Personas help us all -- in marketing, sales,
product, and services -- internalize the ideal
customer we're trying to attract, and relate to
our customers as real humans.
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Customer Persona Example
Alex•Age – 20 to 30 Years
•Location – USA, UK, Australia
•Education – Collage Graduate
•Income – None
•Interests – Technology, Gadgets
•Mood – To learn about Fonesalesman products
and buy one if they’re good.
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Customer Persona Example
Stephene•Age – 20 to 50 Years
•Location – USA, UK, Australia
•Education – Collage Graduate
•Income – Stable Job ($40,000 to $100,000 PA)
•Interests – Jewellery, Outdoors, Family
•Mood – To buy a gift for her Husband on his
Birthday.
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Modifying to their Mood
AlexMood – To learn about Fonesalesman
products and buy one if they’re good.
•Talk Techie.
•Be Energetic.
•Give precise answers to his questions.
StepheneMood – To buy a gift for her Husband
on his Birthday.
•Show a smile on your face.
•Praise her and her decision often.
•Give recommendations.
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How to Leave a Mark?
• Show them you understand their need.
• Deliver the Solution.
JUST ANSWER!
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Make sure the Customer MOOD changes after a chat
with YOU!
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Conclusion
“Customer support should be a pleasure not a headache”
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Thank you