customer support in the age of the digital storm
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We are living in a digital world. Your customers are online, always connected. Are you prepared to interact and engage with them appropriately?TRANSCRIPT
Customer Support In The Age of The Digital Storm
A presentation by:
October 2014
• 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.
• In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year.
• When purchasing online, 71% of visitors expect help within five minutes.
• According to IQPC’s Executive Report, 79.7% of respondents said that the contact center is involved in defining the customer experience.
Important Customer
Experience Statistics
Source: Fonolo
83% of consumers require some degree of customer support while making an online purchase.
Source: eConsultancy
It’s not, “Will my customers need support?”
but, “When will my customers need support?”
…And are you setup to provide that support?
“When your products aren’t operating as you planned and things really hit the fan, your support team is the first line of defense for detecting and resolving customer concerns.”
--Kendall Thornton, Salesforce Blog
Consumers prefer assistance over the following channels: Phone (61%) Email (60%) Live Chat (57%) Online knowledge base (51%) “click-to-call” support
automation (34%)
Source: eConsultancy
“Ultimately, people do business with people.” ~Shep Hyken, @Hyken
Is your digital presence aligned with consumers desire for a customized,
personalized experience?
Customer Service Expert Advice: 5 All-Time Top Tips
1. Obsess over the beginning and ending of the customer interaction.
2. Do the hustle.3. Offload the transactional–
in a way that suits your company’s customer service style.
4. Don’t just be good—be memorably good. 5. Learn to apologize.
Full article from @micahsolomon on Forbes
Get your
website in
check!
To keep customers engaged and happy with what you’re providing digitally:
• Create a logical roadmap• Provide crucial information• Make contact information easily
accessible• Create clear navigation• Secure your site• Integrate social media• Make a mobile version• Don’t forget the FAQ• Don’t mess around with hosting• Forget outdated, unnecessary
featuresSource: Mashable
Do NOT forget about social media…
Social Media Customer Service Tips
•Respond as soon as possible.•Respond to all feedback — good, bad or indifferent.•Respond to complaints.
•Know when to respond individually, and when to respond to the group.•Know when it’s time to move the conversation to a private forum.
Source: Socialtimes.com
Know
Thy
Customer
• Experimentation: Entrepreneurs must experiment to see what works best for reaching their particular customers• Explanation: Who are your
customers and what are you solving for them?• Team Building: Have the right
business team in place at all times.
Source: Entrepreneur.com
Do all your customers speak English?
Should they have to in order to understand the
content/services/products you provide?
LinguistNow is a product suite provided by Language I/O that plugs into the Oracle Service Cloud and Salesforce CRM platforms, allowing companies to automate human and machine translation processes for both FAQ and Help Desk email content.
So the answer is, NO, your customers should not have to speak your language
to enjoy and engage with your offerings.
There’s a digital storm going on out there. Don’t let your customer service get swept away. Get ahold of your support channels and agents, and embrace the storm together.
Source: https://blog.zopim.com/wp-content/uploads/2014/04/dilbert-techsupport.gif
“The secret to weathering the digital storm is that while now it's easier than ever to create content, the true measure of success is really just how well you manage it.”
--Georgy Cohen, @radiofreegeorgy
