1.
The Power of Support
and Product Ratings

2.
A little about me
Sunil Bajracharya
• Education: BE Computer
• Company: Access Keys
• Designation: Plugin Developer
@snl41

3.
People related with Support and
Sales?

4.
What is Support and Client
relation?

5.
What is Support and Client relation?
Before During After

6.
What is Support and Client relation?
Activities
Activities Client Meter

7.
Why does a company need a Support
Team?

8.
Support Role
• Create complete product.
• Test the usability of the product.
• Add Feedback to the product
• Create resources for the client

9.
How to manage your Support
Traffic?
What can you do?

10.
What Do I have? What can I provide?
• Check your resources, decide on support Channels.
• How much support is too much support?
• Company policies and terms
• Guidelines on how your companies Support work.
• Working Hours/ Days/ Time zone
• Role of each support network

11.
Support Network in Trend

12.
Do’s and Don’ts

13.
Do’s and Don’ts
• Use Your Customer’s Name
• Use Canned Replies Correctly
• Explain It Like I’m Five
• Thank them for Their Gift

14.
Do’s and Don’ts
• Promise a Result

15.
Do’s and Don’ts
• Should You Deliver the Good or Bad News First?

16.
Do’s and Don’ts
• Casual vs. Formal Tone

17.
Ask for Review!!
1 Support Client ~ 1 Great Review

18.
Reviews
Why you need them?

19.
Customers read online reviews before visiting a business

20.
86 %
People will hesitate to purchase from a business with negative
reviews.

21.
Customers trust online reviews as much as Personal Recommendation.

22.
People say that positive review makes them trust a business more.

23.
Reliability (27%), Expertise (21%) & Professionalism (80%) are
the most important reputation traits for any business.

24.
Resources
• http://searchengineland.com/88-consumers-trust-online-reviews-much-personal-recommendations-
195803
• http://www.webfeat.net/blog/post/5-Stats-ThatShow-Just-How-Important-Customer-Reviews-RealIy-
AreI.aspx
• https://www.brightlocal.com/2014/07/01 /local-consumer-review-survey-2014/
• http://www.brightlocal.com/2014/08/14/5-visual-stats-powerof-online-reviews/
• http://www.infi n itcontact.com/bIog/20-customer-service-statistics-yoo-cant-and-shouldnt-ignore/

25.
Resources
• http://www.entrepreneur.com/article/238501
• http://www.inc.com/graham-winfrey/the-cost-of-unhappy-customers.html
• http://www.marketingprofs.com/articles/2014/26323/how-to-make-a-negative-reviewo-
positive-experience
• http://webmarketingtoday.com/articles/114986-10-Ways-t&Deal-with-Negative-Customer-
Reviews/
• http://expandedramblings.com/index.php/yelp-statistics/3/

26.
Reviews: How to Get
them?

27.
Reviews How to Get them?
• Put your reviews front and center.
• Follow up with buyers.
• Give your customers a reason to review you.
• Reward those who review.
• Include the customer’s name and picture when you post the
testimonial.

28.
Dealing with Negative Ratings

29.
Dealing with Negative Ratings
• Respond Promptly
• Take it offline
• Write like a person, not a corporation
• Admit your inaccuracies mistakes
• Provide restitution if it's warranted

30.
Conclusion

31.
Thank You !
Question? Feedbacks? Comments?