presented by comms 318 customer relations vivint
TRANSCRIPT
PRESENTED BY COMMS 318
Customer Relations
VIVINT
BACKGROUND RESEARCHAn overview of Vivint’s customer service history and other relevant information.
BRIEF HISTORY
VIVINT, INC
QUICK NOTES
• Today - 750,000 Customers • 2012 - Acquired by Blackstone Group for 2.2
Billions Dollars • 2006 Investment from Goldman Sachs valued
at 50 Million Dollars• Founded in 1997, APX
SERVICE OVERVIEW
VIVINT, INC
Vivint prides itself in making life more simple for its 750,000 customers.
“We do this through a combination of smart solutions and award-winning customer service.”
CORE FOCUS CURRENT ISSUE AREAS OF CONCERN
Since formally changing to Vivint, from APX, Vivint has faced new challenges in assuring the highest quality of customer care for current customers.
Customers are starting to recognize small inefficiencies between the companies growth and its customer care department (not including Vivint’s award-winning monitoring).
• Lack of customer awareness of available customer services
• Difficult website and phone navigation
• Poorly-trained customer service representatives due to high turn-over
HISTORY OF CURRENT ISSUE
VIVINT, INC
• Exceptional # of advocates High number of “terrorists” who: •actively discourage people from buying the product. •negatively report on social and online media sites• several people and states have filed lawsuits against Vivint for using false and misleading sales tactics.•1,000 customer complaints have been recorded through accredited services. -A high percentage of the complaints filed involve difficulty working with Vivint’s customer care department.
Customer Advocates Customer Terrorists
SWOT ANALYSIS
VIVINT, INC
1. Industry Leader 2. Award-winning Customer Service3. Charitable “Vivint Gives Back”
1. Aggressive and Controversial Sales Tactics
2. Customer Service Call-Center Mesasurability and Controlability
1. Improve Customer Service2. Increase Market Share3. Establish Reputation of Being
“Customer Focused”
1. Negative Media & Potential Customer Perception
2. Loss of Market Share
STRENGTHS WEAKNESSES
OPPORTUNITIES THREATS
IMPORTANT ANALYTICS
VIVINT, INC
Emotional Satisfaction
Overall emotional satisfaction (overall quality, perceived reliability and need fulfillment)
Satisfaction Measurements
Series of satisfaction measurements used to analyze the customer’s feeling toward specific elements of the experience
NPS
Loyalty measurement including the Net Promoter Score (NPS) and behavioral qualities such as repurchasing and recommendation.
Customer Intention
Intent to repurchase/immediacy of repurchasing intention.
EMOTIONAL SATISFACTION NET PROMOTER SCORE
(NPS)
MEASUREMENT CUSTOMER INTENTION
VIVINT’S BBB RATING
VIVINT, INC
The following represents Vivint’s BBB Rating: • The Provo Vivint location has received close
to 2,700 consumer complaints in the last three years.
• Approximately 20 percent of that total was focused on billing and collecting issues
• 15 percent were advertising or sales related • More than 60 percent of all written complaints
concerned problems with the product or service, and most of the service issues regarded teams dispatched to fix issues.
Better Business Bureau
RECENT SOFTWARE CHANGES
VIVINT, INC
2011 ClickSoftware launched, a scheduling program that organized field technician’s appointments and kept them in constant communication with customers.
ClickSoftware:• Strongly affected customer
satisfaction and created a more personal relationship between clients and company
CLICK SOFTWARE INTRADIEM NUVI
Intradiem software implemented to increase employee efficiency and train employees consistently as the company and products change and progress.
Intradiem:• Productivity and performance
has increased by 3.1 percent • Average handle time has
decreased by 5 percent
NUVI, a social analytics platform measures, among other things, sentiments of Vivint customers. NUVI gives real-time figures and information that Vivint can immediately act upon.
NUVI: •To combat negative reviews and comments on social media sites like Facebook and Twitter, Vivint has a team that monitors and directly addresses most of these comments •Vivint won the 2013 People’s Choice Stevie Awards for having the favorite customer service.
QUALITATIVE RESEARCHThe following data was collected from a focus group held on Wednesday, February 19 th.
WHY VIVINT WAS CONTACTED
VIVINT, INC
POINTS OF CONTACT•FAQ’s of Vivint.com website•Online Chat Services•Call Center Support
CUSTOMER SOLUTIONSCalls came directly to Vivint with no prior attempts to research common issues regarding billing issues or equipment problems.
CUSTOMER RECOMMENDATION During the focus group, a recommendation was made that Vivint e-mail customers once a month with solutions to the most frequently asked questions from the prior month.
CUSTOMER REPRESENTATIVES
VIVINT, INC
CONS PROS
• Multiple call-transfers• Lack of understanding• Lack of communication
between Sales and Customer Service departments
“The customer is always right. I don’t mind being passed around, I just want the answer in the end. I was treated with respect as a
customer. Vivint has always done this.” - Vivint Customer
• Friendly• Timely• Eager to Answer Questions
Information provided by focus group members regarding their experience with customer service representatives.
WHY?
DISTRIBUTION OF INFORMATION
VIVINT, INC
• Customers have difficulty navigating Vivint.com website
• Website starts with a solution, but customer eventually is required to call
HOW?
• Chat coversation with customer via Vivint App• Social Media tips and customer interaction • Blog & Open Forum (The Neighborhood)
“Even if you try to fix the problem on the website or on your own, you end up having to call because you need additional assistance.” – Vivint Customer
CUSTOMER REFERRALS
VIVINT, INC
• Peace of mind with security system
• Easy-to-use system• Vivint understands
customers needs
Vivint Custom
er
It’s all about word-of-mouth and the bad experiences of other people have tainted me against particular companies…my husband’s parents got Vivint, so we got Vivint. You know, it’s just that snowball effect.
Vivint Custom
er
Before we got the system…I slept with guns. Even my daughter can now play upstairs because the windows will alarm when opened. Vivint is a great company, and I love the system.
REASONS CUSTOMERS REFER
OUR RECOMMENDATIONS
VIVINT, INC
01. IMPROVE CHAIN Create clearer chain-of-command for customer representatives
02. IMPROVE TRAININGIncrease initial training regimens for each customer service representative so each is able to handle multiple customer issues.
03. CENTRALIZED INFORMATIONIntroduce a more centralized location for access to all pertinent customer and system information through an official Vivint App, newsletter, and comprehensive FAQ page/ ONE
CHAIN-OF-COMMANDTWOTRAINING
THREECENTRALIZED INFORMATION
QUANTITATIVE RESEARCHThe following data includes survey results from Vivint’s customers on Wednesday, February 19 th.
REASONS CUSTOMERS CALLED VIVINT
SURVEY GOAL: To observe the patterns and feelings of Vivint’ts customers after contacting customer service.
VIVINT, INC
*results of 300 participants
The following includes information regarding the contact methods used to resolve Vivint’s customer concerns.
CUSTOMER CONTACT METHODS
VIVINT, INC
Is there a relationship between time as a Vivint customer and that customers overall customer satisfaction?
VIVINT, INC
• Little to no correlation • Loyalty programs may be an option to increase correlation
RESULTS RECOMMENDATION
CUSTOMER SATISFACTION
WEBSITE EXPERIENCEThe following represents the survey results of customers who used the vivint.com website to receive customer support.
The following inclues customers concerns regarding the usability of the vivint.com website.
VIVINT, INC
• “Nothing on the website was related to the issue at hand.”
• “Working with multiple represenatives without getting an adequate answer.”
• “Website was not user-friendly.”
• Data demonstrates that customer frustration with the vivint.com website results in the increased probability of overall customer dissatisfaction.
CUSTOMER QUOTES RECOMMENDATION
CUSTOMER CONCERNS
VIVINT, INC
VIVINT, INC
WEB CHAT
*11 people out of 300 people surveyed mentioned the web chat.
VIVINT, INC
The following represents data gathered in regards to Vivint’s web chat service.
REPRESENTATIVE PERFORMANCEThis data represents customer’s feedback on performance of customer representatives who gave them customer support.
VIVINT, INC
The following represents the number of customer service representatives a customer had to speak with before having their issue resolved.
NUMBER OF REPRESENTATIVES PER ISSUE
VIVINT, INC
OVERALL CUSTOMER ATTITUDE
• Meeting Expectations
• Room for Improvement
VIVINT, INC
GENERAL RECOMMENDATIONS
VIVINT, INC
GOAL: Become known as a company that consistently exceeds customer expectations.
– Grant some customers special consideration
– Fully educate potential customers on products and contracts
– Ensure service representatives know their limitations (meaning when exceptions can be made)
“Husband is in the military and is retiring unexpectedly due to personal cuts and being forced out. Vivint would only [cut] 10% off what we still owe on our contract after [h]is 21 years of service to protect this county. Terrible.”
“I feel strongly that the salesperson and installers did nothing but rush me to change CO.'s and absolutely NO time explaining how to operate the system and I am now just not utilizing it at all. I know I would be unable to explain the system to anyone else”
RECOMMENDATIONS CUSTOMER QUOTES
SOCIAL MEDIAThe following data was gathered between February 1 – April 1, 2014.
SOCIAL MEDIA SENTIMENT
VIVINT, INC
POSITIVE RATINGVivint has a high positivity rating between 50%-65%.
LOW NEGATIVE RATINGVivint’s negativity ratings is extremely low only averaging between 2%-5%.
FEEDBACKKeep up current social media practices
KEYWORD SEARCH
VIVINT, INC
MAIN POINTS
• Positive association words• “Great company”• “Great company to work for” • Positive outward perception
SOCIAL REACH & SPREAD
VIVINT, INC
MAIN POINTS• Large reach• Abnormally small spread• Low engagement
RECOMMENDATIONS• Need better influencers• Create more engaging posts
SOCIAL MEDIA CONCLUSION
VIVINT, INC
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OUR CONTACT DETAILS
VIVINT, INC
COMMS 318 is dedicated to providing Vivint relevant and important data to better help guide key strategies and tactics that promote the overall growth of Vivint, Inc.
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1.888.555.6666
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