20+27+43+69+89

Tip

Tip

Understanding your customers

Multiple Devices Frequent Access Various Locations

prefer self-service over talking with others -Forrester

actively seek out product specific communities to get specific answers quickly - Incyte

see value of community because it is vetted as high quality by people like them - Incyte

Despite the popularity of social media and call centers, company websites are still the leading destination for customers seeking support. Here’s why customers visit company websites (Ipsos):

Most of us own & use at least 3 devices with internet

access

We are always connected or go online mul-

tiple times a day

We use internet at home, work and everywhere in

between

25% 42%

• Knowledge base• Whitepapers• User guides • Documentation • Video instructions• Instant FAQ

• Community• Specific questions• New topics• Existing topics• Discussions between staff + members

• Site level• General questions• Product info • Contact info• Pricing / plans • Feedback tab

• Tickets• Private requests• Boost productivity • Case rules• Canned replies• Email integration

81% 100%

of customers consider increasing their business due to their loyalty to the

company

of customers consider leaving a company that does not appreciate their lotyalty

it costs 10x more to gain a new customer than to keep

an existing one

a 10% increase in retention translates to 30% increase

in company value!

of customers prefer to read others’ experiences to help

them with purchase decisions

Is your website up for it?

89.3%68.8%

Need to make purchase

For support or self-service43.5% Want to find contact info27.3% To browse brand community

20.0% Do not visit website at all

Multiple ChannelsWe pick channels

according to urgency and type of request

24/7 AvialibilityWe expect 24/7

avialibility and first contact resolution

means having an answer for every question

A feedback tab can give quick answers to site-level questions such as hours of operation, location and pricing information

The perpetually connected customer

“Sorry, we will be closed during the holidays” posted in Updates channel

Feedback Tab

Tip

The majority of your How Do I requests can be deflected with a well-stocked knowledge base

Tip

The Question, Idea, Problemand Praise channels are idealfor public discussion

Dangers of turning a blind eye

“How to Upgrade Account” article was published in the Knowledge Base channel

Knowledge Base

Problem Channel

“Why doesn’t the appload?” already askedby a different user and a fix posted by staff

Certain requests can’t be addressed publicly and need to be submitted as private tickets

“We’ve reset your password” support staff respond to ticket as an email message

Ticket

of users will check the website before contacting you - Amdocs

of users leave website when information takes longer than a minute to find - Forrester 25+75

90+A90% 25% 50%

200+200

30%30+7072%

72+28+X72%

69+29+A 54+46+A 12+88+A 30+60+A100+100+100+100+100+100+100+100+100+100Lifetime value & loyalty

69% 54% 12%

About Helprace

Helprace offers a complete feedback, customer service and idea management solution. We believe support should not be a cost center but a profit center, bringing actionable customer feedback to product design and development teams.

Not only that, Helprace eliminates unnecessary service costs due to channel elscalations. In other words, whenever customers can’t find answers according to their preferences, companies lose money. Forrester research estimates that to be $22 million.

What are your holiday hours?How do I upgrade my account?

Why doesn’t your app load?Can’t reset my password!!

I’d like to track my shipment!

Idea Channel

“I’d like to track my shipment” feature request gathered widespread support

of requests of requests of requests of requests

...and implemented!

Helprace