Post on 17-Oct-2014
description
transcript
The Future of Customer Service (is here)
Richard WhiteFounder, CEO
the start
itsm
itil
call centers
Two different worlds of “customer service”
Customer Service
“All agents are currently serving other customers”
“Your call is important to us”
“Press 9 to hear these options again”
Entering your account # only to have to repeat it to the agent
Customer Service
“All agents are currently serving other customers”
“Your call is important to us”
“Press 9 to hear these options again”
Entering your account # only to have to repeat it to the agent
Customer Service
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
“All agents are currently serving other customers”
“Your call is important to us”
“Press 9 to hear these options again”
Entering your account # only to have to repeat it to the agent
Customer Service Our World
Highly skilled agents
Delivering great support on any medium
A product issue is solved in hours or days not months
Every customer engagement is an opportunity
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
Customer Service You
89% handle multiple channels
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
Customer Service You
89% handle multiple channels
87% respond to tweets
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
Past Future
89% handle multiple channels
87% respond to tweets
83% respond < 1 day
the future
the futureis you
No one goes to school for customer service
No one goes to school for customer servicePolitical Science & HistoryArt HistoryPhysics & Math, Electro-OpticsEconomics & Political ScienceDigital Arts, EnglishInformation TechnologyComputer Science
I want to be a junkie customer service expert when I grow up.
... said no one
Focus on HOW to provide great customer service instead of WHY
OUR MISSION
Focus on HOW to provide great customer service care instead of WHY
OUR MISSION
Focus on HOW to provide great customer service care instead of WHY*
* with the exception of this talk
OUR MISSION
is this really?
the future
Exceptional customer care isn’t new.
No, this is different.Business has changed.
The internet has spawned a generation of businesses built around self-service.
CHANGE #1
Is this really necessary?
43%
62%
of people said they could have solved their customer service issue on their own if better self-service tools were available.
of people age 18 to 24
THE FUTURE IS...
Less customer contactsbut more complex issues
THE FUTURE IS...
Less customer contactsbut more complex issues
56% of online consumers agree that their (customer service) calls are more complex as simple transactions are often automated
Companies are moving to subscription based revenue models.
(BIGGER) CHANGE #2
I know. You’re shocked.
60% of the companies attending UserConf have a subscription based model.
60% of the companies attending UserConf have a subscription based model.
of US businesses have either adopted or were planning to adopt a subscription based model
50%
Ye olde sales funnel.
THE FUTURE IS...
The blurring of the line between sales & support.
THE FUTURE IS...
Retention is king for SaaS / subscription models.
THE FUTURE IS...
Retention is king for SaaS / subscription models.
how much more it expensive it is to acquire new customers than satisfy and retain current ones
5X
The digital marketing land rush is over.
The digital marketing land rush is over.
11% The increase in the average cost per click (CPC) on Google Adwords in 2011.
The change in ROI on Google Adwords in 2011.-12%
THE FUTURE IS...
Businesses getting back to old school tactics like focusing on keeping the customers you have.
The conference about keeping your customers (happy).
OUR SLOGAN
reason for customer attrition is poor customer service.#1
The conference about keeping your customers (happy).
reason for customer attrition is poor customer service.
reason for customer attrition is product quality.
#1#2
The conference about keeping your customers (happy).
reason for customer attrition is poor customer service.
reason for customer attrition is product quality.
of UserConf attendees from areas outside of customer support.
#1
38%#2
The conference about keeping your customers (happy).
USERCONF IS...
How to make products better.
USERCONF IS...
How to make products better.
... by weaving in great, scalable customer service.
USERCONF IS...
How to make products better.
... by weaving in great, scalable customer service
... with insights gained from understanding users.
thanks