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فایل ارائه علیرضا بیات در دورهمی شانزدهم در مسیر بازاریابی دیجیتال

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فایل ارائه علیرضا بیات در دورهمی شانزدهم در مسیر بازاریابی دیجیتال

  1. 1. This Is Not A Presentation!
  2. 2. Who I Am I’m Alireza Bayat, An Idea Developer in Customer Service
  3. 3. There is a problem in Business cycle!
  4. 4. Today, we are going to talk about a friendly trip Story of a Trip
  5. 5. We are going to the depth of a desert What Should We Do?
  6. 6. First Things, First - What do we need in a desert? - How we going to get there? - What are we going to have for dinner? - Where are we going to camp? - Etc.
  7. 7. Now We Need More People to Share The Costs with Them! So we use social media channels to reach more friends and invite them to join us on this adventure. And somehow, we end up having some strangers among us!
  8. 8. Budgeting Is Always Important! 31-40 Applicants Everyone applies and we gather their shares, so we are paid and ready to go!
  9. 9. With everything being planned, we start our jurney!
  10. 10. We supposed to buy some stuff from a store on the way, seems like it is closed! ProblemNot everything is going according to our plans! We forgot the tent! It is a windy day in a desert full of sands, no one checked the weather! We forgot to inform everyone that it will be cold at night! The car broke down! We promised singing and dancing, there is no speaker!
  11. 11. WeStarted with a group of excited people! WeEnded up with a disappointed team! Would they join us if we proposed another trip?!! A question should be asked
  12. 12. When we look at our business, the same thing happens: 1. Our product team designs something! (Going to desert) 2. We define our product’s features (Trip plan) 3. We try to find users for our product (Inviting more friends) 4. We use different marketing methods to acquire more users (Using social media for our trip) 5. We try to create an enjoyable experience for our customer (Trying to overcome the problems we face on our trip) 6. And we keep doing this cycle over and over again for our current or new products! A different prespective!
  13. 13. What have we have learned this far?! Having a great product is not enough Your product should meet the customer expectations Your marketing message should be delivered to your customers clearly If above 3 statements did not happen, you should not expect a satisfied customer So in a shell, if you hope for a loyal customer, your business sides including Production, Marketing and Customer Service should work as a team and be aligned completely
  14. 14. In-house Service Outsourced Service You have 2 options when you think about customer service
  15. 15. In-house Service Pros: Outsourced Service Pros Pros of each option: More direct control Cultural and strategic matching Faster feedback loop Higher quality control Easier communication between departments Expertise at your disposal Flexibility and scalability Less headache and removing staffing concerns It saves money Low risk Tools/Ecosystem already in place
  16. 16. In Conclusion  There is no “best way” to operate your customer service!  You need to consider your business and it’s needs to come up with a good plan  When we look at the pros of each method we can realize that for most businesses, a mixture of 2 methods could lead to a better fortune.  Department of customer service is responsible for many tasks and not all of them are your core business but still consuming a lot of time and energy from your team. Considering our experience during past years, we found out the best solution to deliver high quality service to your customers is to operate your core business in-house and outsource any other headache to a partner who can bring expertise to your service and handle your tasks efficiently.
  17. 17. Case Studies  The mature company with an outdated survey method  Give your agents authority!  The startup with and add-hoc customer service project There is only one way to create great experience for your customers through customer service: Translate your customer needs for different every team in your company!
  18. 18. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon, and infographics & images by Freepik. Please keep this slide for attribution. A.bayat@peytam.com https://t.me/Alirezabayat2011 www.linkedin.com/in/alireza-bayat https://twitter.com/bayatalirezaa Thanks

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