Providing Customer Care through Multiple Channels and Platforms (Without hiring an army)

Today’s session brought to you by Matt Price Nils Rebehn

… and 100 million support enquiries

How do you compare? Best in ClassEntertainmentAll Industries Forum Views205, Tickets/Month124, Satisfaction81.7%76.9%86.3%

Rovio (Angry Birds) on Support Leadership “Consistent way of gathering insights of issue volumes and types in different areas to better understand the needs of our customers and feed customer feedback to the rest of the organization” -- Saara Bergstrom, Rovio

Improving Support Reduce Tickets (Ticket Deflection) Speed Response (Agent Productivity) Improve Quality (Customer Sat.)

Sulake (Habbo Hotel) on Deflection “Provide self-help information/articles: Before end-user contacts Customer Service, we need to provide self-help articles/FAQs where a user can find relevant information. If a user finds help immediately without the need to contact Customer Service, everyone wins.” -- Mika Rantala, Sulake

Deflection Benchmarks Best in ClassEntertainmentAll Industries Forum Views205, Views/Tickets Searches Search CTR16.3%17.9%29.8%

Rockstar on Deflection “Post articles as soon as issues arise and ask people to log in and subscribe to be automatically ed as soon as there are updates. Then update frequently. This prevents repeat follow-ups that use up time that should be spent fixing the problem.” -- Justin Scott, Rockstar

Better Deflection Allow customers to self serve with FAQ and KnowledgeBase Use data to understand  ticket data/knowledge  forum analytics  search analytics

Better Deflection Refresh content  based on analytic feedback  quickly based on bugs, etc. Refer to KnowledgeBase articles in ticket response Structure by brand and language.

Nekki on Contact “A support contact with a customer is an opportunity, not a problem. It is an opportunity to further engage a customer, to leave a lasting positive impression about our company and our products, and even to deepen the relationship through engagement in other products or services” -- Dimitry, Nekki

Productivity Benchmarks Best in ClassEntertainmentAll Industries Tickets/Month125, Tickets/Agent2,

Better Productivity All tickets in one place: , web/mobile, facebook, twitter, chat, voice Arrange your agents by skills Automate with processes and macros Processes for handling multiple tickets Setup for multi language

IsCool on Team Productivity “Use an escalation system: ticket goes to agent > if agent cannot respond to ticket or ticket identifies a problem that needs to be fedback to our team, agent forwards ticket to 'super' agent > who either responds to previous agent or forwards this ticket onto the developer team.” -- Jenni Pogmore, IsCool

Quality Benchmarks Best in ClassEntertainmentAll Industries Satisfaction81.7%76.9%86.3% First Response11.7 hrs58.9 hrs32.8 hrs 1 Touch Tix95%90%85%

Advice on Quality Respond quickly to social channels Implement satisfaction surveys and put processes in on results Review agent performance and backlog

Rockstar on Satisfaction “Read satisfaction feedback: Seeing satisfaction data is useful, but there is no substitute for reading the comments that people write about the service they received. Learn what prompted people to write nice things, and what people wrote who rated the service as less than satisfactory.” -- Justin Scott, Rockstar

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