Webinar – From Product Fixes to Customer Success – The Key is Connected Support

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


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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

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Self-Service and Changes in Customer Behavior

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• Have access to a lot more information

• Less dependent on facilitated learning

• Have higher aspirations to excel with a product

Customers are Changing


They Have New Preferences for Learning


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


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


• 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

• Google

• LinkedIn

• Quora

• Salesforce

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How is Self-Service Impacting the Demand on Support Agents?

What Does Today’s Support Journey Look Like?


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?


• 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


Traditional

Break/Fix Trouble Shooting

Training/

Learning

Configuring Becoming

Expert

Connected

Is Agent Support “BAD” Now?


• Agents are traditionally product experts

• Agents are traditionally measured by efficiency metrics

• Agents aren’t equipped to offer end-to-end service delivery

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How are Companies Adapting their Approach to Support?

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We’re Seeing a Culture Change


• 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?


• 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?


How are Agents Being Measured?


• 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?


• 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?


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


Thank You

Software

Webinar – From Product Fixes to Customer Success – The Key is Connected Support