multi channel customer support sergey lysak
TRANSCRIPT
Sergey Lysak
Multi-channel customer support
CEO at Eltrino
@sergey_lysak
Agenda
1.Customer support is required
2. Customer support should be
fast effective, omnichannel3.Benefits from effective customer support
Customer is a King at any market
All successful businesses are customer oriented
Customer’s loyalty is the main value
Attracting new customers will cost your company
5 times more than keeping an existing customer
The probability of converting an existing customer is 60-70%. The probability of converting a new prospect, on the other hand, is only 5-20%
Repeat customers spend 33% more compared to new customers
All businesses have customers
Sometimes customers have troubles
That’s why all businesses are in need of reliable customer care
Bill Gates
“Your most unhappy customers are your greatest source of
learning”
Customers don’t hate issues
they hate issues that don’t get fixed
“Customers don’t expect you to be perfect. They expect you to fix things
when they go wrong”
Donald Porter
Why Do Customers Leave a Company?
96% unhappy customers don’t bother to complain, they simply walk away
Unhappy clients 3 times likely to tell their friends about a negative experience
It takes 12 positive experiences to make up for one unresolved negative experience
It takes 10 positive reviews to make up for one negative one
Satisfied clients can tell 6-7 people how happy
they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience
they make it public through numerous social channels
80% of people that may be your customers won’t buy
It’s better to prevent issues providing effective customer support
You have to react immediately
To react fast you need to automatize support process, organize it properly
Customer support should
be effective
Customer support should
be omnichannel
Customer support system has to organize all incoming customer requests from all sources (e-mail, Facebook, Twitter, sms, phone, requests from website, etc) in a single place and provide communication through the same channel
Helpdesks Competition
Textmaster
• Hello World!
Benefits from effective customer support
86% of buyers will pay more for a better customer experience
Sensible support provides positive customer experience
Differentiate yourself based on the experience you deliver to customers, not on the products you sell
“Totally satisfied” customers
contribute 14 times more revenue than “somewhat satisfied” customers
A buyer is 4 times more likely to buy from a competitor if the problem is service related, compared to price- or product-related issues
A 5% increase in customer retention can increase a company’s profitability by 75%
