Multi channel customer support by Sergey Lysak
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The document emphasizes the importance of effective and fast customer support in retaining existing customers and attracting new ones. It highlights that satisfied customers are more valuable, contributing significantly to revenue, while unsatisfied customers can lead to negative word-of-mouth. The need for a streamlined, omnichannel customer support system is underscored to handle customer issues efficiently.
Multi channel customer support by Sergey Lysak
- 1. Sergey Lysak Multi-channel customer support CEO at Eltrino @sergey_lysak
- 2. Agenda 1.Customer support is required 2. Customer support should be fast effective, omnichannel 3.Benefits from effective customer support
- 3. Customer is a King at any market All successful businesses are customer oriented
- 4. Customer’s loyalty is the main value Attracting new customers will cost your company 5 times more than keeping an existing customer The probability of converting an existing customer is 60- 70%. The probability of converting a new prospect, on the other hand, is only 5-20% Repeat customers spend 33% more compared to new customers
- 5. All businesses have customers Sometimes customers have troubles That’s why all businesses are in need of reliable customer care
- 6. Bill Gates “Your most unhappy customers are your greatest source of learning”
- 7. Customers don’t hate issues they hate issues that don’t get fixed
- 8. “Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” Donald Porter
- 9. Why Do Customers Leave a Company?
- 10. 96% unhappy customers don’t bother to complain, they simply walk away
- 11. Unhappy clients 3 times likely to tell their friends about a negative experience It takes 12 positive experiences to make up for one unresolved negative experience It takes 10 positive reviews to make up for one negative one
- 12. Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience they make it public through numerous social channels 80% of people that may be your customers won’t buy
- 13. It’s better to prevent issues providing effective customer support
- 14. You have to react immediately
- 15. To react fast you need to automatize support process, organize it properly
- 16. Customer support should be effective
- 17. Customer support should be omnichannel
- 18. Customer support system has to organize all incoming customer requests from all sources (e-mail, Facebook, Twitter, sms, phone, requests from website, etc) in a single place and provide communication through the same channel
- 21. 86% of buyers will pay more for a better customer experience Sensible support provides positive customer experience Differentiate yourself based on the experience you deliver to customers, not on the products you sell
- 22. “Totally satisfied” customers contribute 14 times more revenue than “somewhat satisfied” customers
- 23. A buyer is 4 times more likely to buy from a competitor if the problem is service related, compared to price- or product-related issues
- 24. A 5% increase in customer retention can increase a company’s profitability by 75%
- 25. Thank you for attention! diamantedesk.com [email protected] github.com/eltrino/DiamanteDeskBundle