Data Integration that Works

Getting in Step with your Customers

Better Customer Experience

In the Cloud

Lou Guercia, CEO

Data Integration that Works

The Medium is the Message

Customers use online and mobile every day to manage their lives quickly and easily.

What are they experiencing with your business?

Data Integration that Works

Delivering the Goods

Communicate the way your customers prefer – chat, forums, Twitter, Facebook posts, phone, whatever – and do it better than anyone else.

OMG WTH

Provide superior documentation, training, and help. And make it easy to find, search, and understand. Know how customers learn from you.

Measure and Monitor.Measure and Monitor. Measure and Monitor.And Adjust.

Ask often and listen to how to improve your offering and experience ... And then do it!

Data Integration that Works

Hot or Not? Measure!If you can monitor it, measure it.

Use your measuring & monitoring tools to proactively service your customer.

Evaluate customer experience metrics across the business, not just support or services.

Integrate your data where appropriate to get a better picture of your customer and how to better service them.

Data Integration that Works

Collision Avoidance

• B2B users are expecting help when they need it in a format they feel comfortable with.

• Be prepared to support all mediums!

• Be proactive and put your information out there.– Stay active in Blogs,

Twitter, Forums

Chat

Forums

Wiki

eMail

Phone

Ticket

Data Integration that Works

Listen to Your Customers

Your customers will tell you what they need

Data Integration that Works

Contextual Enablement

Embed help tools right into your SaaS application – “read the manual is so 1990s”

Data Integration that Works

On-demand Training

30% higher student retention with human visible lecture material vs. screencast

Data Integration that Works

Thank you!

www.scribesoft.com

lou.guercia@scribesoft.com