providing customer care through multiple channels and platforms (without hiring an army)
TRANSCRIPT
Providing Customer Care through Multiple Channels
and Platforms
(Without hiring an army)
Today’s session brought to you by
Matt Price
Nils Rebehn
… and 100 million support enquiries
How do you compare?
Best in Class Entertainment All Industries
Forum Views 205,000 9845 1506Tickets/Month
124,000 1560 630
Satisfaction 81.7% 76.9% 86.3%
Rovio (Angry Birds) on Support Leadership
“Consistent way of gathering insights of issue volumes and types in different areas to better understand the needs of our customers and feed customer feedback to the rest of the organization”
-- Saara Bergstrom, Rovio
Improving Support
• Reduce Tickets (Ticket Deflection)
• Speed Response (Agent Productivity)
• Improve Quality (Customer Sat.)
Sulake (Habbo Hotel)on Deflection
“Provide self-help information/articles: Before end-user contacts Customer Service, we need to provide self-help articles/FAQs where a user can find relevant information. If a user finds help immediately without the need to contact Customer Service, everyone wins.”
-- Mika Rantala, Sulake
Deflection Benchmarks
Best in Class Entertainment All Industries
Forum Views 205,000 9845 2615Views/Tickets 8.04 6.31 3.56
Searches 8909 1303Search CTR 16.3% 17.9% 29.8%
Rockstar on Deflection
“Post articles as soon as issues arise and ask people to log in and subscribe to be automatically emailed as soon as there are updates. Then update frequently. This prevents repeat follow-ups that use up time that should be spent fixing the problem.”
-- Justin Scott, Rockstar
Better Deflection
• Allow customers to self serve with FAQ and KnowledgeBase
•Use data to understand
ticket data/knowledge
forum analytics
search analytics
Better Deflection
•Refresh content
based on analytic feedback
quickly based on bugs, etc.
•Refer to KnowledgeBase articles in ticket response
•Structure by brand and language.
Nekki on Contact
“A support contact with a customer is an opportunity, not a problem. It is an opportunity to further engage a customer, to leave a lasting positive impression about our company and our products, and even to deepen the relationship through engagement in other products or services”
-- Dimitry, Nekki
Productivity Benchmarks
Best in Class Entertainment All Industries
Tickets/Month
125,000 1560 530
Tickets/Agent 2,802 530 167
Better Productivity
•All tickets in one place: email, web/mobile, facebook, twitter, chat, voice
•Arrange your agents by skills
•Automate with processes and macros
•Processes for handling multiple tickets
•Setup for multi language
IsCool on Team Productivity
“Use an escalation system: ticket goes to agent > if agent cannot respond to ticket or ticket identifies a problem that needs to be fedback to our team, agent forwards ticket to 'super' agent > who either responds to previous agent or forwards this ticket onto the developer team.”
-- Jenni Pogmore, IsCool
Quality Benchmarks
Best in Class Entertainment All Industries
Satisfaction 81.7% 76.9% 86.3%First Response
11.7 hrs 58.9 hrs 32.8 hrs
1 Touch Tix 95% 90% 85%
Advice on Quality•Respond quickly to social channels
•Implement satisfaction surveys and put processes in on results
•Review agent performance and backlog
Rockstar on Satisfaction
“Read satisfaction feedback: Seeing satisfaction data is useful, but there is no substitute for reading the comments that people write about the service they received. Learn what prompted people to write nice things, and what people wrote who rated the service as less than satisfactory.”
-- Justin Scott, Rockstar
