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
