60 minutes

5-10 minutes!

Introduction to speakers and go

over agenda

35-40 minutes!

Webinar discussion

15 minutes!

Closing and Desk.com Demo

Kevin Baldacci Cole Sickler

Moderator   Speaker  

Desk.com’s Content Marketing

Analyst

Ninja Chief of Staff

1.  Introductions and Housekeeping Items

2.  Who are the Bonobos Ninjas?

3.  The Ninja’s Customer Service Goals

4.  The Downfall of Gmail for Customer Support

5.  3 Things You Can Implement By the End of the Week

6.  10 minutes of what’s under the hood of Desk.com

Facts & Learning Points Questions to

@Desk or @bonobosninjas

The Customer Service Team:

The Bonobos Ninjas  

30 Ninjas on the team!  

Question #1

Give us some background on the Bonobos Ninjas and why

you formed this unique support team.

Early challenge: new company and new brand

The Ninjas: not  your  Grandpa’s  customer  service  

Ninja Fun typically leads to customers wanting to join in

Question #2 What are some of the

benefits that you have seen from having a company well-

known for their customer service?

Word of Mouth/Buzz  

§  People WANT to talk about a good customer service experience

§ New customers often shop with

Bonobos because of their reputation for world-class service

“Do what you do so well that they will want to see it again and bring their friends.”

– Walt Disney  

Trust  

§ Converts 1-time buyers into long-term customers

§  Returning customers trust the Ninjas – gives them a lot of latitude for error  

3 in 5 Americans would try a new brand for a better service experience.

– American Express Survey, 2011  

Make Up for Other Areas  

§  Bonobos is small and new – they make mistakes like all companies do

§ Customers know that if Bonobos makes a mistake, the Ninjas will always do everything they can to correct it  

Oklahoma fans showing us how they sport their

Bonobos

Customer sharing some Bonobos love on the interwebs

#CustomerLove  

Question #3

What are some of the goals you have for the Ninjas? What are the specific metrics that

you measure?

Ninja Service Goals  §  Provide  quality,  

personable  service  

§  We  keep  the  Ninjas  sharp  through  peer  review  –  AKA  Peer  Pong  

Peer Pong  §  Once  a  month,  Ninjas  are  

given  a  sample  of  another  Ninja’s  customer  interacBons.    

§  Review  and  grade  the  emails  then  meet  to  discuss  how  peer  can  improve  

§  The  vast  majority  is  ranked:  EXCELLENT  

Strive for the best email ratings

Screenshot of Desk.com Reporting

Respond to every phone call in

30 seconds The Ninjas often hit this

over 90% of the time

Respond to each email in 24 hours

Screenshot of Desk.com Reporting

Question #4 Prior to using Desk.com, what were you using for customer

support? What are some of the results you have seen from using a

tool such as Desk.com?

Shared Gmail Inbox  §  Used to print out the day’s

cases and manually cross them off

§  Really easy to accidentally work the same case

§  A lot of dropped cases as customer base grew

Upgraded to Slightly Better Platform  

§  Upgraded to a customer service platform

§  Hard to manage, limited metrics, required constant developer support

Desk.com!  

§  Plug and go, "lters & prioritization, metrics for progress

§  Desk.com prioritizing and "ltering = far superior to old approach

Desk.com Filters and Priorities  

General Q Filters Task Force Filters

Screenshot of Desk.com Filters

Question #5

What are some best practices you have for our audience?

What can they implement by the end of the week?

Segment cases by category and time received  

§  This achieves two things: 1.  Makes it easier to see and understand the day’s

tasks and what you need to prioritize 2.  Breaks up the volume

§  Makes the mountain appear smaller to the team  

Divide and Conquer the Day’s Work  

§  Working on the same task all day can burn a ninja out – switch it up

§  Divide up the team into task forces

Empower your Customer Service Team to actually HELP customers  

§  It is called Customer Service for a reason

§  A Customer Service Team’s goal should be creating positive customer outcomes…period.

Make it fun for your employees  If your employees are having fun on the job,

they will deliver  

“Our ninjas will provide safe service” “How do you do formal Friday?”

THANK YOU!

Stay tuned for the Bonobos Discount and 15-minute

Desk.com Demo