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Impress your customersEasy or not
If Henry Ford had asked his customers what they wanted,
they’d have said a faster horse.
90’s
If you build a great experience, customers tell each other. Word of
mouth is priceless.
Expectations
1. Stakeholders —> Agents2. Agents —> Stakeholders
Stakeholders to support
- Business owners: Make customers happy- Customers: Resolve the problem- Colleagues: Collaborate
Support to stakeholders
- Business owners: Work conditions- Customers: Informations, Collaboration- Colleagues: Collaboration
3 levels of communication
- Quick support - Chat communication- Customer to agent - Ticket system- Agent to customer - Proactive approach
Chat communication
Threats Values- Expectations- Multitasking- Time consumption
- Efficiency- Availability- Personalisation
Ticket system
Threats Values- Frustration- Lack of information- Tough questions
- Detailed solutions- Personalisation- Higher impression level
Proactive approach
Threats Values- Potential Spam feeling - Surprise
- Care- Problem pre-fetch
Conclusion
- Be consistent- Be efficient- Listen to your customers- Listen to the problems customers have, not
what they tell you they want solved- Make it fun
Thank you
@markoofmarkonikolic.net