The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore. Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew Learn more about UserConf at http://www.userconf.co

1. The Future of Customer
Service (is here)
Richard White
Founder, CEO

2. the start

3. itsm

4. itil

5. call centers

6. Two different worlds of
“customer service”

7. Customer Service

8. “All agents are currently
serving other customers”
“Your call is important to
us”
“Press 9 to hear these
options again”
Entering your account #
only to have to repeat it
to the agent
Customer Service

9. “All agents are currently
serving other customers”
“Your call is important to
us”
“Press 9 to hear these
options again”
Entering your account #
only to have to repeat it
to the agent
Customer Service
20%
handle multiple channels
40%
respond to tweets
29%
respond < 1 day

10. “All agents are currently
serving other customers”
“Your call is important to
us”
“Press 9 to hear these
options again”
Entering your account #
only to have to repeat it
to the agent
Customer Service Our World
Highly skilled agents
Delivering great support on
any medium
A product issue is solved in
hours or days not months
Every customer
engagement is an
opportunity

11. 20%
handle multiple channels
40%
respond to tweets
29%
respond < 1 day
Customer Service You
89%
handle multiple channels

12. 20%
handle multiple channels
40%
respond to tweets
29%
respond < 1 day
Customer Service You
89%
handle multiple channels
87%
respond to tweets

13. 20%
handle multiple channels
40%
respond to tweets
29%
respond < 1 day
Past Future
89%
handle multiple channels
87%
respond to tweets
83%
respond < 1 day

14. the future

15. the future
is you

16. No one goes to school
for customer service

17. No one goes to school
for customer service
Political Science & History
Art History
Physics & Math, Electro-Optics
Economics & Political Science
Digital Arts, English
Information Technology
Computer Science

18. I want to be a junkie
customer service expert
when I grow up.
... said no one

19. Focus on HOW to provide
great customer service
instead of WHY
OUR MISSION

20. Focus on HOW to provide
great customer service care
instead of WHY
OUR MISSION

21. Focus on HOW to provide
great customer service care
instead of WHY*
* with the exception of this talk
OUR MISSION

22. is this really?
the future

23. Exceptional customer
care isn’t new.

24. No, this is different.
Business has changed.

25. The internet has spawned a
generation of businesses
built around self-service.
CHANGE #1

26. Is this really necessary?

27. 43%
62%
of people said they could
have solved their customer
service issue on their own if
better self-service tools were
available.
of people age 18 to 24

28. THE FUTURE IS...
Less customer contacts
but more complex issues

29. THE FUTURE IS...
Less customer contacts
but more complex issues
56%
of online consumers agree that their
(customer service) calls are more complex
as simple transactions are often automated

30. Companies are moving to
subscription based revenue
models.
(BIGGER) CHANGE #2

31. I know. You’re shocked.

32. 60% of the companies attending
UserConf have a subscription
based model.

33. 60% of the companies attending
UserConf have a subscription
based model.
of US businesses have either
adopted or were planning to
adopt a subscription based
model
50%

34. Ye olde sales funnel.

35. THE FUTURE IS...
The blurring of the line
between sales & support.

36. THE FUTURE IS...
Retention is king for
SaaS / subscription
models.

37. THE FUTURE IS...
Retention is king for
SaaS / subscription
models.
how much more it expensive it is to acquire
new customers than satisfy and retain
current ones
5X

38. The digital marketing
land rush is over.

39. The digital marketing
land rush is over.
11% The increase in the average cost per
click (CPC) on Google Adwords in
2011.
The change in ROI on Google
Adwords in 2011.-12%

40. THE FUTURE IS...
Businesses getting back
to old school tactics like
focusing on keeping the
customers you have.

41. The conference about
keeping your customers
(happy).
OUR SLOGAN

42. reason for customer attrition is
poor customer service.#1
The conference about keeping your
customers (happy).

43. reason for customer attrition is
poor customer service.
reason for customer attrition is
product quality.
#1
#2
The conference about keeping your
customers (happy).

44. reason for customer attrition is
poor customer service.
reason for customer attrition is
product quality.
of UserConf attendees from areas
outside of customer support.
#1
38%
#2
The conference about keeping your
customers (happy).

45. USERCONF IS...
How to make products
better.

46. USERCONF IS...
How to make products
better.
... by weaving in great, scalable customer service.

47. USERCONF IS...
How to make products
better.
... by weaving in great, scalable customer service
... with insights gained from understanding users.

48. thanks