Contenu connexe Similaire à Webinar – From Product Fixes to Customer Success – The Key is Connected Support (20) Webinar – From Product Fixes to Customer Success – The Key is Connected Support1. 1© 2015 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE 1© 2016 Support.com, Inc. All Rights Reserved.
From Product Fixes to
Customer Success –
The Key is Connected
Support
February 23rd, 2016
Upclick & Support.com
#DisruptSupport
2. Speakers
© 2016 Support.com, Inc. All Rights Reserved. 2
Astrid Dando
Project Lead
Upclick
Damien Howley
Sr. Director of Customer Success
Support.com
3. Topics
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1
2
3
Self-service and changes in customer behavior
How self-service is impacting the demand on support agents
How we’ve seen companies adapting their approach to support
5. • Have access to a lot more information
• Less dependent on facilitated learning
• Have higher aspirations to excel with a product
Customers are Changing
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6. They Have New Preferences for Learning
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4xMore Likely
to be Dissatisfied
by an Agent
Interaction
• Low effort
• Instant gratification
• In-product, In-app, In-device
• Contextually relevant
• Rich (Caters to the experts)
• Accessible (Can Google it)
7. New Appetite for Self-Service
© 2016 Support.com, Inc. All Rights Reserved. 7
CEB - 2014
Learn Define
Needs
Assess
Options
Make
Decision
56% through vendor selector.
Contacting a Sales Rep
Research Mode:
Self-Service
8. They’ll Go to the Source with the Best Service
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• Support and service is part of your brand
• Your self-service voice can be stolen
• Forums, blogs, competitors can hijack your “research mode” traffic
• Knowledge and recognition are a big draw
• Google
• LinkedIn
• Quora
• Salesforce
10. What Does Today’s Support Journey Look Like?
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SaaS
IoTMobile
Product
Community
Documents
Knowledge
Self-Service
Search
Engines
Ticket
System
Phone
Chat
Agent Support
Deflection
11. How Do I Deflect More?
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• Deflection can be good and bad
• Does deflection mean cost-savings?
• What the top-line?
• Consider deflection a filter
Complex
Problems
Simple
Problems
12. Self-Service is Changing Demand on Agents
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Traditional
Break/Fix Trouble
Shooting
Training/
Learning
Configuring Becoming
Expert
Connected
13. Is Agent Support “BAD” Now?
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• Agents are traditionally product experts
• Agents are traditionally measured by efficiency metrics
• Agents aren’t equipped to offer end-to-end service delivery
15. We’re Seeing a Culture Change
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• A noticeable shift from Product Support to Customer Success
• Increased focus on customer experience
• Changes in core company values
• Looking at the top line
• Company-wide emphasis on the customer
Core
Values
Core
Values
Customer
Success
Customer
Experience
16. What are Companies Focusing on Now?
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• Lifetime Value
• Adoption
• Satisfaction
• Utilization
• Renewal
17. • Agents with industry expertise are excelling
• Entry level agents are harder to ramp-up
• Agents are costing more
• L1s (level 1 agents) are asked to bring value and direction to the table
• L2s (level 2 agents) are asked to have previous implementation
experience (PS, SE)
• Support positions are being pitched differently
How are Companies Hiring Agents?
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18. How are Agents Being Measured?
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• AHT
• FCR
• MTTR
• Closed cases quota
• Speed
• Efficiency
Traditional Support
• NPS
• CSAT
• CES
• Education
• Expertise
• Adoption
• Utilization
• Passion
• Advocacy
Connected Support
19. What Tools are Agents Using?
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• High-value mediums (phone, screen-share, remote-control)
• Guided instruction(step by step)
• Co-browsing
• Remote desktop control
• Remote mobile and camera control
• Screen and mobile annotation
20. How are Companies Structuring Support?
© 2016 Support.com, Inc. All Rights Reserved. 20
Traditional Company
Product
Engineering
QA
Support
Pro
Services
Money
SDR
Account
Management
SE
Connected Company
Product
Engineering
CS
Support
Onboarding
Account
Management
SE
QA
Sales
AE
SDR
Outcome
Ownership
100% Customer
Outcome
Ownership
Shared