1 / 26

Complaints

Customer service is very important. A satisfied customer will return and recommend your company to his friends. Check our presentation and website http://www.ideoagency.com/

IdeoAgency
Télécharger la présentation

Complaints

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Kongres Profesjonalistów IT, Dariusz Pitera, Rzeszów 27.10.2016 Interactive solutions Managing complaints in the process of building customer satisfaction.

  2. “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

  3. Why the complaint management process is so important ?

  4. 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

  5. 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

  6. The share of Customer Service departments in customer retention Why do most entrepreneurs lose 50% of customers in 5 years? • Acquiringa new client costs the business 4 to 10 times moreas keeping the current one • 63 percent of customers indicatethatcustomer service department is the most important determinant in choosing products and services dissatisfaction with service or waiting time lack of satisfaction with the product or customer service transition to the competition change of mindor 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

  7. Why do customers leave? Users give the brand only 1 week to answer questions before they stop cooperatingwith them customerswhoabandoned the purchase process due to poor customer service customerswhoshare bad experiences with others 1 out of 5customers make complaints - others just leave 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

  8. 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 day Within 3 days Within a week Within28 days Within 1 hour 8. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf

  9. Expectationsvs reality

  10. Precise response to the problem - the key to customer satisfaction Users with poor customer experiencewholeave a negative comment on social media Commentsthatremainunanswered Respondentssatisfied with customer service Respondentsthatleft a positive comment 10. http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf

  11. Bad customer service on the Internet

  12. How to react to unexpected situations ? Has your order from October 17th not beencompleted? Dedicated contact

  13. 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 yearwhich is almost the worth of Polish e-commerce (34 billion PLN) • Over73% 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-zlotych_887475.html

  14. What makes customers want to work with a brand again ? 73% - friendlycustomer service department 55% - user’s ability to find the answer to the problem 36% - personalized approach to the customer 33% - brandreputation 15. http://www.adweek.com/socialtimes/cost-bad-customer-service/497854

  15. IT system requirements

  16. 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

  17. How do users report online complaints ? Use the brand page on Facebook On Twitter On the forum By website By phone Postal 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

  18. 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 – WebbyAward Winner

  19. Examples of systems supportingMulti Channel Kontrola czasu odpowiedzi http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf

  20. 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

  21. Knowledge base

  22. What if the process of handling a complaint is very complex ? - Workflow

  23. Measuringresponsetime - SLA

  24. Measuringresponsetime - SLA

  25. Customer service - isitworthit? • 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

  26. Internet Software House & Interactive Agency E-tools tailored to your business Ideo Sp. z o.o. Headquarters ul. Nad Przyrwą 13 35-234 Rzeszów Branch in Warsaw ul. Bukowińska 8/511 02-703 Warszawa www.ideoagency.com zapytanie@ideo.pl

More Related