Attend this webinar to learn: - How the shift in focus from troubleshooting to customer success is changing the technology support landscape - How to effectively address the growing demand for self-service support as consumers become more independent - How combining in-app or web-based self-service with easy escalation to assisted channels is reducing customer effort - How we’ve seen Upclick and other customers adapt their traditional approaches to support

1. 1© 2015 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE 1© 2016 Support.com, Inc. All Rights Reserved.
From Product Fixes to
Customer Success –
The Key is Connected
Support
February 23rd, 2016
Upclick & Support.com
#DisruptSupport

2. Speakers
© 2016 Support.com, Inc. All Rights Reserved. 2
Astrid Dando
Project Lead
Upclick
Damien Howley
Sr. Director of Customer Success
Support.com

3. Topics
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1
2
3
Self-service and changes in customer behavior
How self-service is impacting the demand on support agents
How we’ve seen companies adapting their approach to support

4. 4
Self-Service
and Changes
in Customer
Behavior
1

5. • Have access to a lot more information
• Less dependent on facilitated learning
• Have higher aspirations to excel with a product
Customers are Changing
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6. They Have New Preferences for Learning
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4xMore Likely
to be Dissatisfied
by an Agent
Interaction
• Low effort
• Instant gratification
• In-product, In-app, In-device
• Contextually relevant
• Rich (Caters to the experts)
• Accessible (Can Google it)

7. New Appetite for Self-Service
© 2016 Support.com, Inc. All Rights Reserved. 7
CEB - 2014
Learn Define
Needs
Assess
Options
Make
Decision
56% through vendor selector.
Contacting a Sales Rep
Research Mode:
Self-Service

8. They’ll Go to the Source with the Best Service
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• Support and service is part of your brand
• Your self-service voice can be stolen
• Forums, blogs, competitors can hijack your “research mode” traffic
• Knowledge and recognition are a big draw
• Google
• LinkedIn
• Quora
• Salesforce

9. 2
9
How is
Self-Service
Impacting the
Demand on
Support Agents?

10. What Does Today’s Support Journey Look Like?
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SaaS
IoTMobile
Product
Community
Documents
Knowledge
Self-Service
Search
Engines
Ticket
System
Phone
Chat
Agent Support
Deflection

11. How Do I Deflect More?
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• Deflection can be good and bad
• Does deflection mean cost-savings?
• What the top-line?
• Consider deflection a filter
Complex
Problems
Simple
Problems

12. Self-Service is Changing Demand on Agents
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Traditional
Break/Fix Trouble
Shooting
Training/
Learning
Configuring Becoming
Expert
Connected

13. Is Agent Support “BAD” Now?
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• Agents are traditionally product experts
• Agents are traditionally measured by efficiency metrics
• Agents aren’t equipped to offer end-to-end service delivery

14. 14
How are
Companies
Adapting their
Approach to
Support?
3

15. We’re Seeing a Culture Change
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• A noticeable shift from Product Support to Customer Success
• Increased focus on customer experience
• Changes in core company values
• Looking at the top line
• Company-wide emphasis on the customer
Core
Values
Core
Values
Customer
Success
Customer
Experience

16. What are Companies Focusing on Now?
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• Lifetime Value
• Adoption
• Satisfaction
• Utilization
• Renewal

17. • Agents with industry expertise are excelling
• Entry level agents are harder to ramp-up
• Agents are costing more
• L1s (level 1 agents) are asked to bring value and direction to the table
• L2s (level 2 agents) are asked to have previous implementation
experience (PS, SE)
• Support positions are being pitched differently
How are Companies Hiring Agents?
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18. How are Agents Being Measured?
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• AHT
• FCR
• MTTR
• Closed cases quota
• Speed
• Efficiency
Traditional Support
• NPS
• CSAT
• CES
• Education
• Expertise
• Adoption
• Utilization
• Passion
• Advocacy
Connected Support

19. What Tools are Agents Using?
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• High-value mediums (phone, screen-share, remote-control)
• Guided instruction(step by step)
• Co-browsing
• Remote desktop control
• Remote mobile and camera control
• Screen and mobile annotation

20. How are Companies Structuring Support?
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Traditional Company
Product
Engineering
QA
Support
Pro
Services
Money
SDR
Account
Management
SE
Connected Company
Product
Engineering
CS
Support
Onboarding
Account
Management
SE
QA
Sales
AE
SDR
Outcome
Ownership
100% Customer
Outcome
Ownership
Shared

21. © 2016 Support.com, Inc. All Rights Reserved. 21
Thank You