summit14: keynote3 - customer feedback - lahey
DESCRIPTION
Summit14 - Jobvite Annual User Conference - Keynote Presentation Customer Success. 4.30TRANSCRIPT
The Art of Listening: How Customer Feedback Molds Award-Winning Support
David LaheyVP, Customer Success@dlahey
Mission of Customer Success
Onboarding Support ServicesEngagement
What We Promised Last Year
Toll-Free Phone Support (855-315-HIRE)
2013-Q2 2013-Q3 2013-Q4 2014-Q1
Adoption
http://jobvitestatus.tumblr.com
@JobviteCares
Automated Monthly Account Reviews
Winner of Three 2014 Stevie® Awards
Front-Line Customer Service Team of the Year
Customer Service Department of the Year
New for 2014!
NEW! Support Hours
Sunday 6:00pm Pacific thru Friday 6:00pm Pacific
NEW! Support Case Feedback
NEW! Real-Time Support via Chat
Requesting Chat
Requesting Chat
Interacting with Chat
Interacting with Chat
What’s Next
Implementation of Knowledge
Support Portal Integration
My Goal for Your Success
Effectively & Efficiently Configured
Getting Answers Quickly
Building Integrations & Web Pages
Ensuring a Return on Investment
David LaheyVP, Customer Success@dlahey
THANK YOU!