Kongres Profesjonalistรณw IT, Dariusz Pitera, Rzeszรณw 27.10.2016
Interactive solutions
Managing complaints in the process of building customer satisfaction.
“All the studies known and reports of experienced salesmen point out the fact that an unsatisfied client discourages more potential clients than the one satisfied brings.” Władysław W. Gaworecki
1. Tourism. Warsaw: PWE 1997, p. 348
Why the complaint management process is so important ?
Statistically, during the year we spend 30,8h on making a complaint.
2. http://blogs.clicksoftware.com/index/wp-content/uploads/sites/3/2014/07/infographic-Wait-Times-Could-Be-Costing-Americans-More-than-100-Billion.jpg
Why customer maintenance is so important ?
Opportunity to sell the product New customers
Current customers
3. https://www.helpscout.net/75-customer-service-facts-quotes-statistics
The share of Customer Service departments in customer retention
Why do most entrepreneurs lose 50% of customers in 5 years?
 Acquiring a new client costs the business 4 to 10 times more as keeping the current one
 63 percent of customers indicate that customer service department is the most dissatisfaction with service or waiting time
important determinant in choosing products
lack of satisfaction with the product or customer service
and services
transition to the competition change of mind or relocation 91% of customers lose trust in the brand
4. https://www.linkedin.com/pulse/what-cost-customer-acquisition-vs-retention-ian-kingwill 5. http://www.polskieradio.pl/111/1896/Artykul/903777,Gigantyczne-koszty-pozyskania-nowego-klienta
Why do customers leave?
customers who abandoned the purchase process due to poor customer service
customers who share bad experiences with others
1 out of 5 customers make complaints - others just leave
Users give the brand only 1 week to answer questions before they stop cooperating with them
It requires 12 positive experiences to reward client’s bad one.
6. http://www.insightsquared.com/2015/04/100-customer-service-statistics-you-need-to-know 7. https://www.helpscout.net/75-customer-service-facts-quotes-statistics
How quickly do customers expect replies to complaints?
The seller must respond to the customer’s complaint in 14 days.
Within 10 minutes
Within 1 hour
Within 1 day
8. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
Within 3 days
Within a week
Within 28 days
Expectations vs reality
Precise response to the problem - the key to customer satisfaction
Users with poor customer experience who leave a negative comment on social media
Comments that remain unanswered
Respondents satisfied with customer service
Respondents that left a positive comment
10. http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf
Bad customer service on the Internet
How to react to unexpected situations ?
Has your order from October 17th not been completed?
Dedicated contact
Business losses associated with poor customer service
Companies in the world lose 338 billion USD in bad customer service. The cost of bad customer service in Poland is 38 Billion PLN per year which is almost the worth of Polish e-commerce (34 billion PLN) Over 73% of consumers in Poland have decided not to continue the relationship with the brand due to low quality of service.
11. https://www.desk.com/success-center/bad-customer-service 12. http://nf.pl/manager/obsluga-klienta-jeszcze-koszt-czy-juz-inwestycja,,53166,68
13. http://www.hillway.pl/ekonomiczne-konsekwencje-zlej-obslugi-klienta-by-genesys 14. http://superbiz.se.pl/wiadomosci-biz/polski-handel-elektroniczny-warty-jest-34-miliardy-
What makes customers want to work with a brand again ?
• • • •
73% - friendly customer service department 55% - user’s ability to find the answer to the problem 36% - personalized approach to the customer 33% - brand reputation
15. http://www.adweek.com/socialtimes/cost-bad-customer-service/497854
IT system requirements
Self-service
90% of customers require the brand to have a self-service portal 75% of customers want to solve their problems by themselves 60% of users require a self-service portal to be available by phone 16. http://blog.capterra.com/10-surprising-customer-service-stats-for-2016
How do users report online complaints ?
By website
By phone
Postal
On the forum
Use the brand page on Facebook
On Twitter
Using other social networking sites
I do not complain
17. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
What do customers need from Helpdesk systems ?
Multi channel: E-mail
Phone Live chat Video chat Facebook Twitter Mobile APPS
Widget on the website
18. 2016 Best Customer Service – Webby Award Winner
Examples of systems supporting Multi Channel Kontrola czasu odpowiedzi
http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
Are communication tools with the client enough?
Statistics: 42% of customer service staff are incapable of solving customer problems because of inadequate internal systems, archaic IT solutions, lack of access to basic information and too many applications to handle. 80% of companies think they have a very good customer service department. Only 8% of customers think that companies are good at customer service.
19. https://pl.pinterest.com/pin/188729040613147099 20. www.salesforce.com/blog/2013/08/customer-service-stats.html
Knowledge base
What if the process of handling a complaint is very complex ? - Workflow
Measuring response time - SLA
Measuring response time - SLA
Customer service - is it worth it?
 52% of users make more transactions with a given company after a positive experience with the customer service department  86% of users are willing to pay up to 25% more for better customer service  On average, 1 satisfied customer will tell 9 other people about the company
21. www.groovehq.com/support/customer-service-statistics 22. winthecustomer.com/86-percent-of-u-s-adults-will-pay-more-for-a-better-customer-experience
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