partnerhero introduction: amazing customer support for growing startups
TRANSCRIPT
the problem
• growing startups face challenges finding, training and retaining great customer support personnel
• new markets and customer segments require additional language skills
• many are paying $50,000 in salary alone, for entry level help
• and after +3 months of training and investing in the team member, they are still facing over 30% turnover
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traditional outsourcing doesn't work for startups• customer “touch points” provide great learning
opportunities
• product/service ideas are often formed through support
• each company has a unique voice
• conflicting goals: vendor wants to drive cost down, while company wants to improve quality
• creates antagonistic relationship with vendor (no partnership)
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introducing PartnerHero
• an integrated, dedicated remote team, working in a nearshore center in Honduras (Central Standard Time)
• dedicated center with state of the art technology and telecommunications infrastructure
• short, 2-hour flight from Houston (note: we encourage our clients to visit their teams at least once per quarter, for deeper cultural integration)
• our approach combines management consulting experience with product/service design and delivery expertise
• blended US and nearshore account management team
• technology enabled service delivery, using both commercial and custom (proprietary IP) solutions, to improve productivity and customer satisfaction levels
• Asia-Pacific center opening in 2015
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our associates
• nearshore team is comprised of college students and graduates, with many enrolled in a masters program
• excellent English and Spanish communications skills (English is taught starting in elementary school)
• ability to support other languages, such as Portuguese, French, and German (to name a few)
• ability to staff team with software developers, for level 2 and 3 customer technical support
• US team comprised of customer success and product management professionals
• 6% turnover rate, as a result of a very unique hiring, training and development process
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our customers
• startups that are growing - need resource level flexibility, and ability to scale quickly
• companies that are evolving - new products/services/markets/features, requiring new skill sets, languages, channels and processes for their workforce
• startups working on improving their margins - where labor is a substantial portion of costs, and technology enablement can improve productivity
• segments: SaaS, eCommerce, platforms, mobile, marketplaces, among others
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methodology
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• setup to go-live can typically take 5-8 weeks, which includes client specific training
• optimization is an ongoing process whereby the team lead works with the client manager to improve the customer experience (and reduce support issues)
• the associates are setup on the same communications and support infrastructure as the client employees are (i.e. HipChat, Slack, Zendesk, Google Apps, internal CRM, etc.)
what type of work?
• multi-lingual customer care (phone, email, chat, SMS, Facebook and Twitter)
• appointment setting
• new customer on-boarding (“hello and welcome. let me get you started with…”)
• technical support, including the deployment of developers
• inbound sales center (rapid response to inbound sales inquiries)
• eligibility & verification
• data entry & document management
• editing
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some numbers…
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30-70% OpEx Reduction
(plus quality improvement)
Training, Reporting & QA Capabilities
$1, 850 Monthly Fee
(per associate; not managers)
thank you!
949.400.6556
partnerhero.com