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1 © 2015 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE 1 © 2016 Support.com, Inc. All Rights Reserved.
From Product Fixes to Customer Success – The Key is Connected Support
February 23rd, 2016
Upclick & Support.com
#DisruptSupport
Speakers
© 2016 Support.com, Inc. All Rights Reserved. 2
Astrid Dando Project Lead
Upclick
Damien Howley Sr. Director of Customer Success
Support.com
Topics
© 2016 Support.com, Inc. All Rights Reserved. 3
1
2
3
Self-service and changes in customer behavior
How self-service is impacting the demand on support agents
How we’ve seen companies adapting their approach to support
• Have access to a lot more information
• Less dependent on facilitated learning
• Have higher aspirations to excel with a product
Customers are Changing
© 2016 Support.com, Inc. All Rights Reserved. 5
They Have New Preferences for Learning
© 2016 Support.com, Inc. All Rights Reserved. 6
4x More Likely to be Dissatisfied by an Agent Interaction
• Low effort
• Instant gratification
• In-product, In-app, In-device
• Contextually relevant
• Rich (Caters to the experts)
• Accessible (Can Google it)
New Appetite for Self-Service
© 2016 Support.com, Inc. All Rights Reserved. 7
CEB - 2014
Learn Define Needs
Assess Options
Make Decision
56% through vendor selector. Contacting a Sales Rep
Research Mode: Self-Service
They’ll Go to the Source with the Best Service
© 2016 Support.com, Inc. All Rights Reserved. 8
• Support and service is part of your brand
• Your self-service voice can be stolen
• Forums, blogs, competitors can hijack your “research mode” traffic
• Knowledge and recognition are a big draw
• Quora
• Salesforce
What Does Today’s Support Journey Look Like?
© 2016 Support.com, Inc. All Rights Reserved. 10
SaaS
IoT Mobile
Product
Community
Documents
Knowledge
Self-Service
Search
Engines
Ticket
System
Phone
Chat
Agent Support
De
flectio
n
How Do I Deflect More?
© 2016 Support.com, Inc. All Rights Reserved. 11
• Deflection can be good and bad
• Does deflection mean cost-savings?
• What the top-line?
• Consider deflection a filter
Complex Problems
Simple Problems
Self-Service is Changing Demand on Agents
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Traditional
Break/Fix Trouble Shooting
Training/
Learning
Configuring Becoming
Expert
Connected
Is Agent Support “BAD” Now?
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• Agents are traditionally product experts
• Agents are traditionally measured by efficiency metrics
• Agents aren’t equipped to offer end-to-end service delivery
We’re Seeing a Culture Change
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• A noticeable shift from Product Support to Customer Success
• Increased focus on customer experience
• Changes in core company values
• Looking at the top line
• Company-wide emphasis on the customer
Core Values Core
Values Customer Success
Customer Experience
What are Companies Focusing on Now?
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• Lifetime Value
• Adoption
• Satisfaction
• Utilization
• Renewal
• Agents with industry expertise are excelling
• Entry level agents are harder to ramp-up
• Agents are costing more
• L1s (level 1 agents) are asked to bring value and direction to the table
• L2s (level 2 agents) are asked to have previous implementation
experience (PS, SE)
• Support positions are being pitched differently
How are Companies Hiring Agents?
© 2016 Support.com, Inc. All Rights Reserved. 17
How are Agents Being Measured?
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• AHT
• FCR
• MTTR
• Closed cases quota
• Speed
• Efficiency
Traditional Support
• NPS
• CSAT
• CES
• Education
• Expertise
• Adoption
• Utilization
• Passion
• Advocacy
Connected Support
What Tools are Agents Using?
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• High-value mediums (phone, screen-share, remote-control)
• Guided instruction (step by step)
• Co-browsing
• Remote desktop control
• Remote mobile and camera control
• Screen and mobile annotation
How are Companies Structuring Support?
© 2016 Support.com, Inc. All Rights Reserved. 20
Traditional Company
Product
Engineering
QA
Support
Pro Services
Money
SDR
Account Management
SE
Connected Company
Product
Engineering
CS
Support
Onboarding
Account Management
SE
QA
Sales
AE
SDR
Outcome Ownership
100% Customer
Outcome Ownership
Shared
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