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HAPPY CUSTOMERS = GOOD BUSINESS
This presentation is brought to you by…
WE MAKE CUSTOMER SERVICE SOFTWARE
Easy To Try, Buy,
Implement, & Use
Easy-to-Use Analytics and Benchmarking
Multi-Channel Customer Interaction
WE’RE GLOBAL
• 20,000+ customers
• 140+ countries
• 100,000,000+ customers served
• 100,000,000+ service interactions per year
• 1,000,000,000+ total interactions
ZENDESK MEETS E-COMMERCE
and about 3,500 small e-commerce businesses
and about 600 Magento customers
“CLICK TO ADD” SUPPORT CHANNELS
CUSTOMER SERVICE WHERE YOU “LIVE”
A COMPLETE VIEW OF THE CUSTOMER
Multi-channel interactions:
Customer engagement wherever
the customers are
A united business:
The lines between
sales/support/marketing are
blurring
MEASURING CUSTOMER SATISFACTION
WHY MEASURE CUSTOMER SAT
WHY MEASURE CUSTOMER SAT
Your customers will respond if you ask them
WHY MEASURE CUSTOMER SAT
You can brag about it (if it’s good)
WHY MEASURE CUSTOMER SAT
You can identify happy
customers…
…and market to them.
HOW TO MEASURE CUSTOMER SAT
Ask for feedback every time.
And keep it simple.
HOW TO MEASURE CUSTOMER SAT
Ask for feedback
regularly.
GEEKING OUT IS EASY!
INVESTING IN CUSTOMER SATISFACTION
WHY INVEST IN CUSTOMER SAT
*Source: White House Office of Consumer Affairs
On average, loyal customers are
worth up to 10 times as much as
their first purchase.
WHY INVEST IN CUSTOMER SAT
90% *Source: Customer Experience Impact Report by Harris Interactive/RightNow
Almost 9 out of 10 U.S.
consumers say they would pay
more to ensure a superior
customer experience.
WHY INVEST IN CUSTOMER SAT
*Source: White House Office of Consumer Affairs
News of bad customer
service reaches more
than twice as many ears
as praise for a good
service experience.
WHY INVEST IN CUSTOMER SAT
Faster resolution times
= lower resolution
costs
*Based on findings from the UK Institute of Customer Service
WHY INVEST IN CUSTOMER SAT
• Increased first-touch resolution from 78% to 85%
• Average ticket resolution is less than 24 hours
• Promote an above average NPS within their industry
• Customer satisfaction: 84%, up from 78% over the last 6 months and climbing
• 20% increase in agent productivity with 457 solved tickets per month per agent
• 96% of all tickets answered at first touch
• Decreased first response times from 37 hours to 7 hours within 7 months, with today’s average response time at 5.3 hours
• 20% reduction in support costs
• Customer satisfaction: 94%
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BENCHMARKING E-COMMERCE
E-COMMERCE = EARLY ADOPTERS
Ticket channel usage
for retail industry Ticket channel usage for
average benchmark
Web forums
Feedback tab
Voice
Chat
22%
23%
25%
9%
8%
7%
17%
16%
7%
5%
3%
3%
THE ZENDESK BENCHMARK
FIRST RESPONSE TIMES (Hrs)
Zendesk Average
26.3 Retail Average
23.6 Retail Best-In-Class
<12
CUSTOMER SATISFACTION
Zendesk Average
82% Retail Average
77% Retail Best-In-Class
89%
F#@KING SANTA CLAUS!
70.0%
72.0%
74.0%
76.0%
78.0%
80.0%
82.0%
84.0%
86.0%
Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May
Satisfaction Rating Satisfaction (Retail)
STATING THE OBVIOUS
Faster first response
times = higher
customer satisfaction
BENCHMARKING EFFECTIVENESS IN
CUSTOMER SERVICE
THE SECRET FORMULA
ONE-TOUCH TICKETS
Zendesk Average
85% Retail Average
82% Retail Best-In-Class
97%
TICKETS PER AGENT
Zendesk Average
116 Retail Average
228 Retail Best-In-Class
658
FORUM VIEWS PER TICKET
Zendesk Average
1.5:1 Retail Average
.86:1 Retail Best-In-Class
12:1
OUR STATS (FWIW)
Customer Sat
96% First Response (Hrs)
25.1 Forum Views:Ticket
22:1
Tickets/Agent
15:1, 8:1 First Response (Hrs)
82%
SUMMARY RECOMMENDATIONS
• Retail leads in multi-channel support (you should too!)
• Think “interaction” not “support”
• Measure customer satisfaction to create a baseline
• Set simple measurable goals, and measure them
• Scale x Efficiency x Quality = Effectiveness
THANK YOU!