Happy Customers = Good Business

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At the 2012 MagentoLive UK event, Zendesk talked about the importance of customer satisfaction especially for retail and e-commerce businesses, as well as how to effectively measure customer feedback. We also shared some interesting retail benchmark data.

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<ul><li> 1. Click to edit Master title styleClick to edit Master text styles </li> <li> 2. Click to edit Master title styleClick to edit Master text stylesHAPPY CUSTOMERS = GOOD BUSINESS! </li> <li> 3. This presentation is brought to you by! </li> <li> 4. WE MAKE CUSTOMER SERVICE SOFTWARE! Easy To Try, Multi-Channel Easy-to-Use Buy, Implement, Customer Analytics and &amp; Use Interaction BenchmarkingCOPYRIGHT ZENDESK INC 2012 4 </li> <li> 5. WERE GLOBAL! 20,000+ customers! 140+ countries! 100,000,000+ customers served! 100,000,000+ service interactions per year! 1,000,000,000+ total interactions! </li> <li> 6. ZENDESK MEETS E-COMMERCE! and about 3,500 small e-commerce businesses! and about 600 Magento customers ! </li> <li> 7. CLICK TO ADD SUPPORT CHANNELS! </li> <li> 8. CUSTOMER SERVICE WHERE YOU LIVE! </li> <li> 9. A COMPLETE VIEW OF THE CUSTOMER! Multi-channel interactions:! A united business:!Customer engagement wherever The lines between sales/support/ the customers are! marketing are blurring! </li> <li> 10. MEASURING CUSTOMER SATISFACTION! </li> <li> 11. WHY MEASURE CUSTOMER SAT! </li> <li> 12. WHY MEASURE CUSTOMER SAT! Your customers will respond if you ask them! </li> <li> 13. WHY MEASURE CUSTOMER SAT! You can brag about it (if its good)! </li> <li> 14. WHY MEASURE CUSTOMER SAT! You can identify happy customers! and market to them.! ! ! </li> <li> 15. HOW TO MEASURE CUSTOMER SAT! Ask for feedback every time. And keep it simple. ! </li> <li> 16. HOW TO MEASURE CUSTOMER SAT! Ask for feedback regularly. ! </li> <li> 17. GEEKING OUT IS EASY!! </li> <li> 18. INVESTING IN CUSTOMER SATISFACTION! </li> <li> 19. WHY INVEST IN CUSTOMER SAT! On average, loyal customers are worth up to 10 times as much as their rst purchase.! *Source: White House Ofce of Consumer Affairs! </li> <li> 20. WHY INVEST IN CUSTOMER SAT! Almost 9 out of 10 U.S. consumers say they would pay 90%! more to ensure a superior customer experience. ! *Source: Customer Experience Impact Report by Harris Interactive/RightNow! </li> <li> 21. WHY INVEST IN CUSTOMER SAT! News of bad customer service reaches more than twice as many ears as praise for a good service experience. ! *Source: White House Ofce of Consumer Affairs! </li> <li> 22. WHY INVEST IN CUSTOMER SAT! Faster resolution times = lower resolution costs! ! *Based on ndings from the UK Institute of Customer Service! </li> <li> 23. WHY INVEST IN CUSTOMER SAT! 20% increase in agent Increased rst-touch resolution productivity with 457 solved from 78% to 85%! tickets per month per agent! Average ticket resolution is less 96% of all tickets answered at than 24 hours! rst touch! Promote an above average NPS Decreased rst response times within their industry! from 37 hours to 7 hours within 7 Customer satisfaction: 84%, up months, with todays average from 78% over the last 6 months response time at 5.3 hours! and climbing! 20% reduction in support costs! Customer satisfaction: 94%! </li> <li> 24. Click to edit Master title styleClick to edit Master text styles BENCHMARKING E-COMMERCE! </li> <li> 25. E-COMMERCE = EARLY ADOPTERS! Ticket channel usage Ticket channel usage for for retail industry! average benchmark! Web forums! 22%! 17%!Feedback tab! 23%! 16%! Facebook! 25%! 7%! Voice! 9%! 5%! Chat! 8%! 3%! Twitter! 7%! 3%! </li> <li> 26. THE ZENDESK BENCHMARK! </li> <li> 27. FIRST RESPONSE TIMES (Hrs)! 26.3 ! Zendesk Average! 23.6! Retail Average!</li></ul>