Here's a peek into Chargebee's Support Plugin that conveniently improves your support team's critical performance metrics like Response Time and Resolution Time.

1. HOW ONE DELIGHTFULLY
SIMPLE PLUGIN CAN
BOOST 3 CRUCIAL
CUSTOMER SUPPORT
METRICS

2. Ahhh…
Customer Satisfaction

3. Ahhh…
Customer Satisfaction
So crucial to the success of any
business, especially SaaS. Yet so
elusive and hard to achieve..

4. There is no silver bullet to
magically satisfy all of your
customers, all the time.

5. There is no silver bullet to
magically satisfy all of your
customers, all the time.
But one thing is for sure!

6. f
Customer
Satisfaction
Is a function of

7. f
Top-of-the-line
Customer Support
Customer
Satisfaction
Is a function of

8. Don't trust me? Here are
some stats that might
change your mind.

9. 55% of consumers say
easy access to
support & information
can make them fall
in love with a brand.
Source

10. 59% of consumers would try a new
brand or company for a better
service experience.
Source

11. 66% of B2B customers stopped
buying from a company after a
bad customer service experience.
Source

12. News of bad
customer service
reaches more than
twice as many ears
as praise for a good
service experience.
Source

13. There’s a lot of content out there that
talks about how you should improve
your customer support metrics.

14. We cut to the chase to present to
you with a one-stop plugin to
lookup everything related to billing,
and help you boost 3 of your
most crucial customer
support metrics.

15. All you have to do is
sign up & install
Chargebee’s Support
Plugin within your
helpdesk of choice.
And that’s it.
Disclaimer: I am assuming you are using Freshdesk,
Zendesk or Groove, cause, like, who isn't?

16. Here’s how the Plugin looks.
It displays..

17. Customer name, email address
& company
Monthly Recurring Revenue
for the subscription
Credit card details &
Payment information
The state of the plan:
Active/Archived/Deleted
Name of the plan that the
customer is on
The date when the
subscription began & when
the next billing will happen
Here’s how the Plugin looks.
It displays..

18. All this info is displayed in the side-view right
next to the corresponding support ticket on
the Freshdesk/Zendesk/Groove app.

19. Great! Now let me show
you why the Plugin is
delightfully simple yet
surprisingly effective in
boosting customer
support metrics.

20. Speedy First
Response Time

21. FACT: 45% of US
consumers will abandon
an online transaction if
their questions or
concerns are not
addressed quickly.
– Forrester Research

22. Waiting for a response
from a support agent can
be extremely frustrating.

23. It can drive customers to
think that you don’t care.
Waiting for a response
from a support agent can
be extremely frustrating.

24. Some customer queries take
a long time to dissect and
resolve.

25. But most of the time, support
staff waste time ‘Tab-hopping’,
collecting information to
answer easily resolvable
queries.

26. Having all of the basic customer info right in
front of you will drastically improve the First
Response Time for basic SaaS queries.

27. Having all of the basic customer info right in
front of you will drastically improve the First
Response Time for basic SaaS queries.
Like --->

28. Can I extend my trial?
Yes, we’ll give you an additional 15 days’ trial since you’re the
first to sign up from your company.

29. Can I extend my trial period?
Yes, we’ll give you additional 15 days trial since you’re the first
to signup from your company.

30. Can I extend my trial period?
Yes, we’ll give you additional 15 days trial since you’re the first
to signup from your company.
I told you! Delightfully simple!

31. Lean Ticket
Resolution Time
BONUS: Prevention of
immediate Churn

32. Ok, so first response time is essential
to prevent negative feelings and
make your customers feel cared for.

33. But what truly delights a customer
is how fast you are able to actually
solve their problem.

34. But what truly delights a customer
is how fast you are able to actually
solve their problem.
This is measured through
Average Ticket Resolution Time.

35. The first and most
time-consuming step
to solving your
customer’s problem
is ‘Problem
Identification’.

36. Name
Subscription
details
Company
Payment method
And a very important part of
‘Problem Identification’ is to know
key details about your customer’s
background.

37. Name
Subscription
details
Company
Payment method
And a very important part of
‘Problem Identification’ is to know
key details about your customer’s
background.
The Plugin gives you
just that.
Let’s look at an example. -->

38. John Doe has emailed you
Let's assume you just got a support query
from John asking for a feature upgrade.
Support query
from John

39. Let's assume you just got a support query
from John asking for a feature upgrade.
John Doe has emailed you
Usually a customer support staff will
rummage around on her database
to find out who John is in order to
get to the root of the problem.

40. John Doe has emailed you
But the fact is that John hasn't subscribed to your
service, the subscription is under Jane who belongs
to the same company as John.

41. John Doe has emailed you
But the fact is that John hasn't subscribed to your
service, the subscription is under Jane who belongs
to the same company as John.
Subscription is
under Jane,
not John.
The widget shows you this information
instantly, just by typing the company’s
domain name in the search bar. This
saves you precious time and improves
efficiency.

42. What's more? You can also see that Jane is on the Free
Plan, now you know exactly how to solve John's
problem.

43. What's more? You can also see that Jane is on the Free
Plan, now you know exactly how to solve John's
problem.
Plan details
of Jane
Ta da! Your issue resolution time
went from 30 mins to just a matter
of seconds.

44. Now, let’s look at some specific
scenarios where quick and accurate
Problem Identification leaps up, and
helps manage another important
business metric - Churn.

45. Let's say that customer X from company Y has
raised a support query.
Mr. X has emailed you

46. Scenario 1: Through Chargebee’s Wonder
Widget (!), you can always keep an eye on
whether the customer’s subscription is about
to get cancelled.

47. You can then offer discounted
upgrades (within Chargebee) to
avoid possible immediate churn.

48. Scenario 2:
Readily knowing what Plan
your customer is on and his
past purchase behavior could
make the difference between
an instant upgrade and a lost
opportunity.

49. Scenario 3:
Your customer is actively
using the product but if his
account is getting cancelled
due to invalid payment
details, you can send a
Payment Update link directly
from the Plugin and save the
subscription from getting
cancelled!

50. Hooray! Now you know how
to prevent Immediate Churn
with the help of the Plugin!

51. Improved Overall
Satisfaction

52. With customer acquisition costs
going through the roof, it
becomes especially important to
satisfy and retain your customers.

53. This especially holds true
for Enterprise Customers.
With customer acquisition costs
going through the roof, it
becomes especially important to
satisfy and retain your customers.

54. For them, an unresolved issue affects
the productivity of a large group
of people and this in turn contributes
to negative word of mouth.

55. So it becomes important
that you focus on quickly
resolving tickets raised by
high-priority customers.

56. So it becomes important
that you focus on quickly
resolving tickets raised by
high-priority customers.
Don’t you worry,
we've got it covered.
How, you may ask.

57. For any query, Chargebee’s Support Plugin will show the
Plan your customers have subscribed to.

58. Now, with this info,
you can set-up SLA
rules & always be
there for customers
who need you the
most.
For any query, Chargebee’s Support Plugin will show the
Plan your customers have subscribed to.

59. There! We’ve showed you
how to improve four of
your most important
customer support metrics
with one simple Plugin.

60. There! We’ve showed you
how to improve four of
your most important
customer support metrics
with one simple Plugin.
That’s pretty neat, isn’t it?

61. Are you excited about
improving your support
metrics?

62. If you are, then try Chargebee’s
Support Plugin today with your
favorite Helpdesk Software:
(Go on, click on any of them!)

63. Great! Thank you for reading.

64. To subscribe to our weekly
newsletter, head over to our
blog:
www.chargebee.com/blog/