How to make benefits with multi-channel customer support. Magic recipes for eCommerce. Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal. Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more. 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 as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy. It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results. “Your most unhappy customers are your greatest source of learning” (Bill Gates). They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements. “Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)

1. Meet Magento Poland 2014
Sergey Lysak
Eltrino
#mm16cz
Dealing with unhappy customers as
a source of eСommerce wisdom

2. Agenda
Customer support is required
Customer support should be fast
effective, omnichannel
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. 42% of consumers would rather clean a
toilet than contact customer service

11. 96% unhappy customers
don’t bother to complain,
they simply walk away

12. 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

13. 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

14. 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

15. It’s better to prevent issues
providing effective
customer support

16. Customer
service is
very
important
in their
choice
Stopped
doing
business
with a brand
due to a
poor
customer
service
97% 68%

17. Years of trust
and loyalty can
be crushed by
only one
disappointment

18. Successful service
culture becomes the
last and a lasting
differentiator to
obtain and retain
customers

19. You have to react
immediately

20. To react fast you need to
automatize support process,
organize it properly

21. 20% The most frustrating aspect
of a customer service experience is
being passed between agents

22. Customer support should be
effective

23. Customer support should be
omnichannel

24. Customer
support
should be
personal

25. 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

26. Helpdesks Competition

27. Textmaster
• Hello World!
Benefits
from
effective
customer
support

28. Sales will know more about
customer needs and
preferences

29. Product
improvement

30. Right marketing offers
and promotions

31. Optimize agent productivity

32. Insights about the
competitive landscape

33. To determine what
part of your business
needs the most
investment

34. 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

35. “Totally satisfied” customers
contribute 14 times more
revenue than “somewhat satisfied”
customers

36. A 5% increase in customer retention can increase
a company’s profitability by 75%

37. Thank you for attention!
sergey@eltrino.com
https://github.com/eltrino/diamantedesk-application
Clone DiamanteDesk from GitHub