Date post: | 16-Sep-2014 |
Category: |
Business |
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60 minutes
5-10 minutes!
Introduction to speakers and go
over agenda
35-40 minutes!
Webinar discussion
15 minutes!
Closing and Desk.com Demo
Kevin Baldacci Cole Sickler
Moderator Speaker
Desk.com’s Content Marketing
Analyst
Ninja Chief of Staff
1. Introductions and Housekeeping Items
2. Who are the Bonobos Ninjas?
3. The Ninja’s Customer Service Goals
4. The Downfall of Gmail for Customer Support
5. 3 Things You Can Implement By the End of the Week
6. 10 minutes of what’s under the hood of Desk.com
Facts & Learning Points Questions to
@Desk or @bonobosninjas
The Customer Service Team:
The Bonobos Ninjas
30 Ninjas on the team!
Question #1
Give us some background on the Bonobos Ninjas and why
you formed this unique support team.
Early challenge: new company and new brand
The Ninjas: not your Grandpa’s customer service
Ninja Fun typically leads to customers wanting to join in
Question #2 What are some of the
benefits that you have seen from having a company well-
known for their customer service?
Word of Mouth/Buzz
§ People WANT to talk about a good customer service experience
§ New customers often shop with
Bonobos because of their reputation for world-class service
“Do what you do so well that they will want to see it again and bring their friends.”
– Walt Disney
Trust
§ Converts 1-time buyers into long-term customers
§ Returning customers trust the Ninjas – gives them a lot of latitude for error
3 in 5 Americans would try a new brand for a better service experience.
– American Express Survey, 2011
Make Up for Other Areas
§ Bonobos is small and new – they make mistakes like all companies do
§ Customers know that if Bonobos makes a mistake, the Ninjas will always do everything they can to correct it
Oklahoma fans showing us how they sport their
Bonobos
Customer sharing some Bonobos love on the interwebs
#CustomerLove
Question #3
What are some of the goals you have for the Ninjas? What are the specific metrics that
you measure?
Ninja Service Goals § Provide quality,
personable service
§ We keep the Ninjas sharp through peer review – AKA Peer Pong
Peer Pong § Once a month, Ninjas are
given a sample of another Ninja’s customer interacBons.
§ Review and grade the emails then meet to discuss how peer can improve
§ The vast majority is ranked: EXCELLENT
Strive for the best email ratings
Screenshot of Desk.com Reporting
Respond to every phone call in
30 seconds The Ninjas often hit this
over 90% of the time
Respond to each email in 24 hours
Screenshot of Desk.com Reporting
Question #4 Prior to using Desk.com, what were you using for customer
support? What are some of the results you have seen from using a
tool such as Desk.com?
Shared Gmail Inbox § Used to print out the day’s
cases and manually cross them off
§ Really easy to accidentally work the same case
§ A lot of dropped cases as customer base grew
Upgraded to Slightly Better Platform
§ Upgraded to a customer service platform
§ Hard to manage, limited metrics, required constant developer support
Desk.com!
§ Plug and go, "lters & prioritization, metrics for progress
§ Desk.com prioritizing and "ltering = far superior to old approach
Desk.com Filters and Priorities
General Q Filters Task Force Filters
Screenshot of Desk.com Filters
Question #5
What are some best practices you have for our audience?
What can they implement by the end of the week?
Segment cases by category and time received
§ This achieves two things: 1. Makes it easier to see and understand the day’s
tasks and what you need to prioritize 2. Breaks up the volume
§ Makes the mountain appear smaller to the team
Divide and Conquer the Day’s Work
§ Working on the same task all day can burn a ninja out – switch it up
§ Divide up the team into task forces
Empower your Customer Service Team to actually HELP customers
§ It is called Customer Service for a reason
§ A Customer Service Team’s goal should be creating positive customer outcomes…period.
Make it fun for your employees If your employees are having fun on the job,
they will deliver
“Our ninjas will provide safe service” “How do you do formal Friday?”
THANK YOU!
Stay tuned for the Bonobos Discount and 15-minute
Desk.com Demo