Customer Service & What is Live Chat

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 3/31/2016 1

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 3/31/2016 2

3. What is Customer Support ? 3/31/2016 3

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. 3/31/2016 4

5. 3/31/2016 5 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. 3/31/2016 6

7. Why Customer Support ? 3/31/2016 7

8. 3/31/2016 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.

9. 3/31/2016 9 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 D ecrease barriers to hesitant customers 3/31/2016 10

11. How Customer Support? 3/31/2016 11

12. 3 types of Customer Support 1. Email 2. Phone 3. Live Chat 3/31/2016 12

13. Email PROs Users will already have knowledge on how to use it. Will get Precise and detailed answers. Professional/Formal. For busy people. 3/31/2016 13

14. Email CONs Takes a lot of time to get response. High To-and-fro. Possibility of your email getting buried when the company have huge in-flow. 3/31/2016 14

15. PROs Trust. Can carry emotion. Professional/Formal. Useful to get bigger issues resolved. For people who have free time. Phone 3/31/2016 15

16. CONs Looooong waiting times. Formalities, transfers to different people before getting your issue resolved. Takes a lot of time to get an issue resolved, but quicker than email. Phone 3/31/2016 16

17. Live Chat PROs On-site, so helps building trust. Quick replies/solutions. Friendly & caring. Can Multi-task. For busy people, but with less turnaround time. 3/31/2016 17

18. CONs Bigger issues cannot be resolved right there. Informal (for some people) Live Chat 3/31/2016 18

19. STATS Studies Say 3/31/2016 19

20. Why is live Chat Preferred? 3/31/2016 20

21. Why is live Chat Preferred? By Age Millennials 3/31/2016 21

22. Cost of Bad Customer S upport 3/31/2016 22

23. Customers feel they are poorly treated. 3/31/2016 23 Signs of a Bad Customer support I've purchased your 9Five Olson Readers. Can you please track that for me. Please mail to [email protected] Sure, I'll help you out with that. If you can please mail to us at [email protected], the concerned team will get back to you and will let you know more information regarding your order. I'm coming down to the store to buy the Sherri Hill dress. Okay, please come. Yay! That's really great to hear. When can we expect you in the store ? 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 3/31/2016 24 CSE Client CX

25. News of bad customer service reaches more than  twice as many  ears as praise for a good service experience. 3/31/2016 25 good worst 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 3/31/2016 26

27. LCN Client Customer ( Cx ) The Structure 3/31/2016 27

28. LCN Client Customer ( Cx ) This is where we can leave a mark Where can we Leave our Mark? 3/31/2016 28

29. What is meant by “ Leaving a Mark ” ? 3/31/2016 29

30. Changing the Cx MOOD Angry Feeling Hurt Sad Happy! Before the Chat After the Chat 3/31/2016 30

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 3/31/2016 31

32. How to Leave a Mark ? 3/31/2016 32

33. How to Leave a Mark ? Understand the Customer Persona. Modify to their Mood. Show them you understand their need. Deliver the Solution. 3/31/2016 33

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. 3/31/2016 34

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. 3/31/2016 35

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. 3/31/2016 36

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. 3/31/2016 37

38. How to Leave a Mark ? Show them you understand their need. Deliver the Solution. JUST ANSWER! 3/31/2016 38

39. Make sure the Customer MOOD changes after a chat with YOU! 3/31/2016 39

40. 3/31/2016 40 Conclusion “Customer support should be a pleasure not a headache”

41. Thank you 3/31/2016 41