![Page 1: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/1.jpg)
![Page 2: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/2.jpg)
60 minutes
5-10 minutes!
Introduction to speakers and go
over agenda
35-40 minutes!
Webinar discussion
15 minutes!
Closing and Desk.com Demo
Kevin Baldacci Cole Sickler
Moderator Speaker
Desk.com’s Content Marketing
Analyst
Ninja Chief of Staff
![Page 3: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/3.jpg)
1. Introductions and Housekeeping Items
2. Who are the Bonobos Ninjas?
3. The Ninja’s Customer Service Goals
4. The Downfall of Gmail for Customer Support
5. 3 Things You Can Implement By the End of the Week
6. 10 minutes of what’s under the hood of Desk.com
![Page 4: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/4.jpg)
Facts & Learning Points Questions to
@Desk or @bonobosninjas
![Page 5: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/5.jpg)
![Page 6: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/6.jpg)
The Customer Service Team:
The Bonobos Ninjas
30 Ninjas on the team!
![Page 7: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/7.jpg)
Question #1
Give us some background on the Bonobos Ninjas and why
you formed this unique support team.
![Page 8: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/8.jpg)
Early challenge: new company and new brand
The Ninjas: not your Grandpa’s customer service
Ninja Fun typically leads to customers wanting to join in
![Page 9: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/9.jpg)
Question #2 What are some of the
benefits that you have seen from having a company well-
known for their customer service?
![Page 10: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/10.jpg)
Word of Mouth/Buzz
§ People WANT to talk about a good customer service experience
§ New customers often shop with
Bonobos because of their reputation for world-class service
“Do what you do so well that they will want to see it again and bring their friends.”
– Walt Disney
![Page 11: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/11.jpg)
Trust
§ Converts 1-time buyers into long-term customers
§ Returning customers trust the Ninjas – gives them a lot of latitude for error
3 in 5 Americans would try a new brand for a better service experience.
– American Express Survey, 2011
![Page 12: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/12.jpg)
Make Up for Other Areas
§ Bonobos is small and new – they make mistakes like all companies do
§ Customers know that if Bonobos makes a mistake, the Ninjas will always do everything they can to correct it
![Page 13: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/13.jpg)
Oklahoma fans showing us how they sport their
Bonobos
Customer sharing some Bonobos love on the interwebs
#CustomerLove
![Page 14: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/14.jpg)
Question #3
What are some of the goals you have for the Ninjas? What are the specific metrics that
you measure?
![Page 15: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/15.jpg)
Ninja Service Goals § Provide quality,
personable service
§ We keep the Ninjas sharp through peer review – AKA Peer Pong
![Page 16: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/16.jpg)
Peer Pong § Once a month, Ninjas are
given a sample of another Ninja’s customer interacBons.
§ Review and grade the emails then meet to discuss how peer can improve
§ The vast majority is ranked: EXCELLENT
![Page 17: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/17.jpg)
Strive for the best email ratings
Screenshot of Desk.com Reporting
![Page 18: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/18.jpg)
Respond to every phone call in
30 seconds The Ninjas often hit this
over 90% of the time
![Page 19: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/19.jpg)
Respond to each email in 24 hours
Screenshot of Desk.com Reporting
![Page 20: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/20.jpg)
Question #4 Prior to using Desk.com, what were you using for customer
support? What are some of the results you have seen from using a
tool such as Desk.com?
![Page 21: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/21.jpg)
Shared Gmail Inbox § Used to print out the day’s
cases and manually cross them off
§ Really easy to accidentally work the same case
§ A lot of dropped cases as customer base grew
![Page 22: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/22.jpg)
Upgraded to Slightly Better Platform
§ Upgraded to a customer service platform
§ Hard to manage, limited metrics, required constant developer support
![Page 23: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/23.jpg)
Desk.com!
§ Plug and go, "lters & prioritization, metrics for progress
§ Desk.com prioritizing and "ltering = far superior to old approach
![Page 24: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/24.jpg)
Desk.com Filters and Priorities
General Q Filters Task Force Filters
Screenshot of Desk.com Filters
![Page 25: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/25.jpg)
Question #5
What are some best practices you have for our audience?
What can they implement by the end of the week?
![Page 26: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/26.jpg)
Segment cases by category and time received
§ This achieves two things: 1. Makes it easier to see and understand the day’s
tasks and what you need to prioritize 2. Breaks up the volume
§ Makes the mountain appear smaller to the team
![Page 27: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/27.jpg)
Divide and Conquer the Day’s Work
§ Working on the same task all day can burn a ninja out – switch it up
§ Divide up the team into task forces
![Page 28: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/28.jpg)
Empower your Customer Service Team to actually HELP customers
§ It is called Customer Service for a reason
§ A Customer Service Team’s goal should be creating positive customer outcomes…period.
![Page 29: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/29.jpg)
Make it fun for your employees If your employees are having fun on the job,
they will deliver
“Our ninjas will provide safe service” “How do you do formal Friday?”
![Page 30: The Bonobos Ninjas Handbook to Customer Service](https://reader034.vdocuments.mx/reader034/viewer/2022051108/5417eb2b7bef0a25558b4eeb/html5/thumbnails/30.jpg)
THANK YOU!
Stay tuned for the Bonobos Discount and 15-minute
Desk.com Demo