The Art of Proactive Support

Atanasovski Petar

Head of Customer Happiness @ ManageWP / Devana Technologies

The Importance of Proactive Support

How to Start

Action Steps

The Importance of Proactive Support

How to Start

Action Steps

The Importance of Proactive Support

How to Start

Action Steps

The Importance of Proactive Support

How to Start

Action Steps

The Importance of Proactive Support

How to Start

Action Steps

Why Does It Matter

It takes 12 positive experiences to make up for one unresolved
negative experience.

 

Source: “Understanding Customers” by Ruby Newell-Legner

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

 

Source: White House Office of Consumer Affairs​

70% of buying experiences are based on how the customer feels they are being treated.

 

Source: McKinsey

 

91% of unhappy customers will not willingly do business with you again.
 

Source: Lee Resources

You are boring!

For every customer who bothers to complain, 26 other customers remain silent.

 

Source: White House Office of Consumer Affairs​

27 Unhappy Customers

1 Support Ticket

25 Lost Customers

27 Unhappy Customers

1 Support Ticket

25 Lost Customers

27 Unhappy Customers

1 Support Ticket

25 Lost Customers

27 Unhappy Customers

1 Support Ticket

25 Lost Customers

Customer Support resolves support tickets.

Customer Support resolves support tickets.

Customer Happiness resolves problems, so they don't reappear.

The Importance of Proactive Support

How to Start

Action Steps

ManageWP Customer Happiness team makes the experience of our customers the best possible and proactively improves our product according to that.

You can't manage what you don't measure.

Peter Drucker

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

Customer Happiness Metrics

Average Response Time

First Answer Resolution

Answered in 15 minutes

Average Replies to Resolve

Resolution Time

Support Rating

First Response Time

Trial Conversion

Tickets per Customer

Tickets per Day

The Importance of Proactive Support

How to Start

Action Steps

Customer's Perspective

Customer's Perspective

What makes my customer successful

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Customer Success Role + New Metrics

Early Leave Rate

Per Feature Success Rate

Feature Usage Rate

Free Users Usage Rate

Churn Rate

Upsell Rate

Onboarding Success

Trial Conversion

Tickets per Customer

Customer Lifetime Value

Log, Analyze, Improve

90% of the time, Nimble Storage is informing our customers about issues rather than the other way around. We eliminated 50% of our call volume immediately after implementing this predictive and prescriptive approach and last year that call volume remained flat while we grew 30% new customers.

Rod Bagg

Vice President of Analytics and Customer Support for Nimble Storage

Questions

THANK YOU!

@AtanasovskiP

www.atanasovski.rs

petar.atanasovski@devana.rs
Devana Technologies - ManageWP

The Art of Proactive Support

By Devana Technologies

The Art of Proactive Support

WordCamp Belgrade 2016

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