In this presentation, what is customer service, how better customer service can help your business, What is Live Chat and how to deal with customers and their moods and How to give better customer service

1. Customer Support
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2. Outline
Introduction on Customer support
Why is Customer support important?
How can we give the best Customer support?
Cost of Bad Customer Support
Leaving a Mark on the Customers
Conclusion
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3. What is Customer Support ?
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4. • Customer Support is every interaction with our customer.
• Here, we meet the needs and desires of our customers.
• It is an act of taking care of the customer's needs by providing
and delivering professional, helpful, high quality support and
assistance before, during, and after the customer's
requirements are met.
• One good customer support experience can change the entire
perception a customer holds towards the organization.
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What happens in Customer support ?
Customer ​support is a continuous ​process whose ​principal ​tool is ​communication.
COMMUNICATION

6. Communication – The secret weapon
• Builds relationship with the customer.
• Involves Trust.
• Shows our loyalty and respect.
• It’s the key strength and the secret weapon of
the company and helps us in building an
empire from a small hut.
• It makes the customer happy and they keep
coming back to buy our products and
supports.
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7. Why
Customer Support ?
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8. 3/30/2016 8
3 out of 5 people would like to try a new brand or company
for a better customer support experience.
67% of customers have hung up
the phone out of frustration
they could not talk to a
real person.
59%
41%
% OF PEOPLE
Try new brand for better experience
Continue with the same

9. 3/30/2016 9
70% 30%
70% sales are
based on
buying
experience
30% based on
the product
0 20 40 60 80
Probability of
New Customer
Probability of
Existing Customer
Sales

10. How providing good Customer Support helps us ?
• Increase in number of loyal customers
• Increase in number of sales
• Increase in the amount of money each
customer spends with our business
• Reduces the costs involved in attracting new
customers
• Generates positive word-of-mouth and
reputation
• Decrease barriers to hesitant customers
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11. How
Customer Support?
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12. 3 types of Customer Support
1. Email 2. Phone
3. Live Chat
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13. Email
PROs
1. Users will already have knowledge on how to
use it.
2. Will get Precise and detailed answers.
3. Professional/Formal.
4. For busy people.
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14. Email
CONs
1. Takes a lot of time to get response.
2. High To-and-fro.
3. Possibility of your email getting buried when
the company have huge in-flow.
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15. PROs
1. Trust.
2. Can carry emotion.
3. Professional/Formal.
4. Useful to get bigger issues resolved.
5. For people who have free time.
Phone
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16. CONs
1. Looooong waiting times.
2. Formalities, transfers to different people
before getting your issue resolved.
3. Takes a lot of time to get an issue resolved,
but quicker than email.
Phone
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17. Live Chat
PROs
1. On-site, so helps building trust.
2. Quick replies/solutions.
3. Friendly & caring.
4. Can Multi-task.
5. For busy people, but with less turnaround
time.
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18. CONs
1. Bigger issues cannot be resolved right there.
2. Informal (for some people)
Live Chat
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19. STATS
Studies Say
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20. Why is live Chat Preferred?
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21. Why is live Chat Preferred?
By Age
Millennials
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22. Cost of Bad Customer Support
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23. • Customers feel they are poorly treated.
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Signs of a Bad Customer support
I've purchased your 9Five Olson Readers. Can you please track that for me.
I'm coming down to the store to buy the Sherri Hill dress.
• Failure to solve a problem in a timely manner
Keeping the customer on hold for a long time. No able to show
the solution in spite of waiting for such long time
• Inexperienced Representatives

24. Cost of Bad Customer support
• Chain reaction
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CSE
Client CX

25. News of bad customer service reaches more than twice as many ears as
praise for a good service experience.
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worst
78
22
68
32
78% of customers end a business
relation due to
Bad Customer Support
68% customers went to a
competitor due to
Bad Customer Support

26. Leaving A Mark!
As a Chat Support Executive
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27. LCN
Client
Customer (Cx)
The Structure
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28. LCN
Client
Customer (Cx)
This is where we can leave a
mark
Where can we Leave our Mark?
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29. What is meant by
“Leaving a Mark” ?
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30. Changing the Cx MOOD
Angry
Feeling Hurt
Sad
Happy!
Before the Chat After the Chat
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31. If you’re successful in changing the MOOD of the customer,
you’re leaving your mark on them!
Happy!
Very Happy!
Before the Chat After the Chat
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32. How to
Leave a Mark ?
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33. How to Leave a Mark?
1. Understand the Customer Persona.
2. Modify to their Mood.
3. Show them you understand their need.
4. Deliver the Solution.
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34. What is a Customer Persona
Customer Personas are fictional, generalized
representations of your ideal customers.
Personas help us all -- in marketing, sales,
product, and services -- internalize the ideal
customer we're trying to attract, and relate to
our customers as real humans.
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35. Customer Persona Example
Alex
•Age – 20 to 30 Years
•Location – USA, UK, Australia
•Education – Collage Graduate
•Income – None
•Interests – Technology, Gadgets
•Mood – To learn about Fonesalesman products
and buy one if they’re good.
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36. Customer Persona Example
Stephene
•Age – 20 to 50 Years
•Location – USA, UK, Australia
•Education – Collage Graduate
•Income – Stable Job ($40,000 to $100,000 PA)
•Interests – Jewellery, Outdoors, Family
•Mood – To buy a gift for her Husband on his
Birthday.
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37. Modifying to their Mood
Alex
Mood – To learn about Fonesalesman
products and buy one if they’re good.
•Talk Techie.
•Be Energetic.
•Give precise answers to his questions.
Stephene
Mood – To buy a gift for her Husband
on his Birthday.
•Show a smile on your face.
•Praise her and her decision often.
•Give recommendations.
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38. How to Leave a Mark?
• Show them you understand
their need.
• Deliver the Solution.
JUST ANSWER!
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39. Make sure the Customer
MOOD changes after a chat
with YOU!
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Conclusion
“Customer support should be a
pleasure not a headache”

41. Thank you
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