lviv outsourcing forum 2016 Сергій Лисак “dealing with unhappy customers as a source of...

Sergey Lysak

Dealing with unhappy customers as a source of

wisdom

CEO at Eltrino

Agenda

Customer support is required

Customer support should be fast effective, omnichannelBenefits from effective customer support

Customer is a King at any market

All successful businesses are customer oriented

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

All businesses have customers

Sometimes customers have troubles

That’s why all businesses are in need of reliable customer care

Bill Gates

“Your most unhappy customers are your greatest source of

learning”

Customers don’t hate issues

they hate issues that don’t get fixed

“Customers don’t expect you to be perfect. They expect you to fix things

when they go wrong”

Donald Porter

Why Do Customers Leave a Company?

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

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

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

It’s better to prevent issues providing effective customer support

You have to react immediately

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

Customer support should be

effective

Customer support should be

omnichannel

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

Helpdesks Competition

Textmaster

• Hello World!

Benefits from effective customer support

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

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

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

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

Thank you for attention!

sergey@eltrino.com

github.com/eltrino/DiamanteDeskBundle

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