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Leveraging Support Technologies
to Fuel Customer Engagement
November 1, 2012
2pm to 3pm EDT
W E B C A S T S E R I E S
Featured Speakers
Peter Zeinoun
Senior Product
Marketing Manager
Aren Barge
VP of Technical OperationsDennis Gershowitz
VP, Service Strategies Practice
CEMDNA Playbook
Strategy
Dennis Gershowitz
VP, Service Strategies Practice
Anthony & Alexander Group LLC
Technology is Key to the Customer Experience
Customers today…
• Are increasingly knowledgeable and sophisticated
• Have many ways of seeking support
• Expect a positive customer experience
As a result, support organizations…
• Rely on technology to empower service tech to exceed
customer expectations
• Need to train agents on people skills as well as how to
use the available technology
CEMDNA Playbook Strategy�
4 Phases – 12 Building Blocks
Peter Zeinoun
Senior Product Marketing Manager
The World of Online
Customer Engagement
September 24, 20137
The world of Online Customer EngagementA fragmented landscape of customer-initiated interactions
What product
is right for me?
I have a
question about
my warranty!
I need help
installing my
printer driver!
Empowered
Hyper-connected
Social
Impatient
Mobile
Why? Who? How?
Driving CSAT requires actionMove from Customer Deflection to Customer Engagement
8
September 24, 2013
Traditional view of Customer Service
• Costs money
• Doesn’t generate value
• A necessary burden
Driven by cost-accounting goals
• Average Handle Time
• Cost per call
CALL DEFLECTION
Be ready to respond to customers
• Whatever topic they choose
• Whatever medium they choose
• As long as it takes to satisfy them
Be ready to reach out to customers
• Proactively
• In a medium they prefer
• Deliver a “Wow experience!”
CUSTOMER ENAGEMENTWhy?
Who?
How?
© 2012, LogMeIn, Inc.
New World for Customer Engagement
Equipped &
empowered
customer care agents
Direct agent
engagement with
customers
Superior customer
experience
Increased customer
loyalty
Higher customer
lifetime value
Focus on the Agent, and the Customer will follow
© 2012, LogMeIn, Inc.
What?
“Create service experiences that
WOW Customers & Agents”
⇒⇒⇒⇒
Why?
Wow agents ⇒⇒⇒⇒Wow customers
⇒⇒⇒⇒ Long Term Business Value
How?
- More usable (UI/UX)
- For more reasons
(features/platforms/integrations)
Delivering LogMeIn Customer Engagement
Online ChatOnline Chat Remote SupportRemote Support
© 2012, LogMeIn, Inc.
Aren Barge
VP of Technical Operations
Support Technologies
We Depend On
Overview of Smart Support
Smart Support specializes in remote PC support for customers on
an international level. Services include:
• Virus Removal
• Malware Removal
• Spyware Removal
• Trojans Removal
• Search Redirection Removal
• Browser Hijackers Removal
• PC Setup
• Setup
• Troubleshooting
• Maintenance
• Software support
Overview of Smart Support
We receive support calls for our own in-house software
products as well as for our partners & affiliates
• We assist these customers with their issues and upsell them to our Smart
Support services. Example of a few service plans:
• OTR – One Time Removal
• Tune-up
• Annual and multiannual support plans
• In-house and partner software sales
Post and Pre sale tools
• LogMeIn Rescue
• BoldChat by LogMeIn
• ConnectWise
• Internal CRM
Support Technologies We Depend On
Typical Presale Scenario
• Sales agent receives call from a prospect or customer.
• Sales agent starts remote session with the caller.
• Sales agent assists the caller with their issue and gives them available
options.
• Remote support delivers a huge advantage converting these support
calls into sales.
Benefits
• Caller is able to see exactly the type of support we can
give them.
• Conversions to sale increase by 25% - 30% when using
remote support!
• Higher customer retention on our in-house and partner
products. It’s a Win / Win!
Support Technologies We Depend On
Post Sale
• Work is done by our team of “Smart Techs” using remote support.
• Sales agents will transfer the existing session to our Smart Techs for work.
• Sessions are transferred between technicians based on severity.
• Interactions with customers and technicians typically done through a chat
interface.
• LogMeIn Rescue integrates with our CRM. Chat logs, etc. are
automatically loaded into ConnectWise for review and follow up.
Example of Process In Action
Recent Customer Call:
• Customer called us asking if our team could remove a
very common infection called the “FBI” virus.
• Our sales agent started the session using remote
support to examine the situation with the customer’s
computer.
• Customer agreed to purchase an “OTR” (One Time
Removal).
• The active session was then quickly transferred to a
“Smart Tech” who immediately set the customer’s
expectation for when the work would be completed.
Example of Process In Action
Recent Customer Call (cont.):
• As the customer watched in amazement,
our Smart Tech finished the work in
about 45 minutes.
• While finishing up, the customer chatted
the following:
“This is incredible! Thanks so much.
Can I choose the 2nd option of payment
(service for a year instead of one shot
deal)? I am impressed by your work. “
Example of Process In Action
Recent Customer Call (continued):
• The LogMeIn Rescue session was then transferred back to the original
sales agent and an additional sale was made.
• Now the customer can reach out to us via the LogMeIn Rescue calling card
feature, BoldChat, phone, or email.
• The same tools will be used to assist the customer for an entire year.
• The customer is now in our Smart Support ecosystem and more than likely
will continue to purchase additional services, products, etc.
Conclusions
By using best-in-class support technologies, we have been
able to achieve the following:
• High customer retention (most important)
– Provide customer with many channels of communication with our company
– Never have to leave their house
– Become the customer’s “Go To” guy with their PC
• Increased sales both upfront and on the backend
• Increase in referrals – happy customers tell their friends and family
• We are able to stay current with virus, spyware, and malware that our in-
house and partners/affiliates software misses.
• Training for our sales agents and Smart Techs
• Solve internal IT issues
Thanks for Your Participation
561/807-6058 x204
781/897-1326
Phone: 914/552-7827
Peter Zeinoun
Senior Product
Marketing Manager
Aren Barge
VP of Technical OperationsDennis Gershowitz
VP, Service Strategies Practice
Requests for Information
Bill Bradley
Director of CEM Marketing
Omega Management Group Corp.
Tel.: 978/715-2587
www.omegascoreboard.com
The next BCFL webcast is “Transforming the Customer
Experience with Actionable Insight,” and is scheduled for
November 15, 2 pm-3 pm ET. We hope you can join us.