Webinar – From Product Fixes to Customer Success – The Key is Connected Support
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The document discusses the evolution of customer support, emphasizing the shift towards self-service options as customer behavior changes, with customers expecting instant and contextual support. It highlights the necessity for companies to adapt their approach, focusing on customer success and experience, and modifying the metrics used to assess support agents. The shift presents challenges, including how to structure support teams effectively and measure the success of agents in a self-service paradigm.
Webinar – From Product Fixes to Customer Success – The Key is Connected Support
- 1. 1© 2015 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE 1© 2016 Support.com, Inc. All Rights Reserved. From Product Fixes to Customer Success – The Key is Connected Support February 23rd, 2016 Upclick & Support.com #DisruptSupport
- 2. Speakers © 2016 Support.com, Inc. All Rights Reserved. 2 Astrid Dando Project Lead Upclick Damien Howley Sr. Director of Customer Success Support.com
- 3. Topics © 2016 Support.com, Inc. All Rights Reserved. 3 1 2 3 Self-service and changes in customer behavior How self-service is impacting the demand on support agents How we’ve seen companies adapting their approach to support
- 5. • Have access to a lot more information • Less dependent on facilitated learning • Have higher aspirations to excel with a product Customers are Changing © 2016 Support.com, Inc. All Rights Reserved. 5
- 6. They Have New Preferences for Learning © 2016 Support.com, Inc. All Rights Reserved. 6 4xMore Likely to be Dissatisfied by an Agent Interaction • Low effort • Instant gratification • In-product, In-app, In-device • Contextually relevant • Rich (Caters to the experts) • Accessible (Can Google it)
- 7. New Appetite for Self-Service © 2016 Support.com, Inc. All Rights Reserved. 7 CEB - 2014 Learn Define Needs Assess Options Make Decision 56% through vendor selector. Contacting a Sales Rep Research Mode: Self-Service
- 8. They’ll Go to the Source with the Best Service © 2016 Support.com, Inc. All Rights Reserved. 8 • Support and service is part of your brand • Your self-service voice can be stolen • Forums, blogs, competitors can hijack your “research mode” traffic • Knowledge and recognition are a big draw • Google • LinkedIn • Quora • Salesforce
- 9. 2 9 How is Self-Service Impacting the Demand on Support Agents?
- 10. What Does Today’s Support Journey Look Like? © 2016 Support.com, Inc. All Rights Reserved. 10 SaaS IoTMobile Product Community Documents Knowledge Self-Service Search Engines Ticket System Phone Chat Agent Support Deflection
- 11. How Do I Deflect More? © 2016 Support.com, Inc. All Rights Reserved. 11 • Deflection can be good and bad • Does deflection mean cost-savings? • What the top-line? • Consider deflection a filter Complex Problems Simple Problems
- 12. Self-Service is Changing Demand on Agents © 2016 Support.com, Inc. All Rights Reserved. 12 Traditional Break/Fix Trouble Shooting Training/ Learning Configuring Becoming Expert Connected
- 13. Is Agent Support “BAD” Now? © 2016 Support.com, Inc. All Rights Reserved. 13 • Agents are traditionally product experts • Agents are traditionally measured by efficiency metrics • Agents aren’t equipped to offer end-to-end service delivery
- 14. 14 How are Companies Adapting their Approach to Support? 3
- 15. We’re Seeing a Culture Change © 2016 Support.com, Inc. All Rights Reserved. 15 • A noticeable shift from Product Support to Customer Success • Increased focus on customer experience • Changes in core company values • Looking at the top line • Company-wide emphasis on the customer Core Values Core Values Customer Success Customer Experience
- 16. What are Companies Focusing on Now? © 2016 Support.com, Inc. All Rights Reserved. 16 • Lifetime Value • Adoption • Satisfaction • Utilization • Renewal
- 17. • Agents with industry expertise are excelling • Entry level agents are harder to ramp-up • Agents are costing more • L1s (level 1 agents) are asked to bring value and direction to the table • L2s (level 2 agents) are asked to have previous implementation experience (PS, SE) • Support positions are being pitched differently How are Companies Hiring Agents? © 2016 Support.com, Inc. All Rights Reserved. 17
- 18. How are Agents Being Measured? © 2016 Support.com, Inc. All Rights Reserved. 18 • AHT • FCR • MTTR • Closed cases quota • Speed • Efficiency Traditional Support • NPS • CSAT • CES • Education • Expertise • Adoption • Utilization • Passion • Advocacy Connected Support
- 19. What Tools are Agents Using? © 2016 Support.com, Inc. All Rights Reserved. 19 • High-value mediums (phone, screen-share, remote-control) • Guided instruction(step by step) • Co-browsing • Remote desktop control • Remote mobile and camera control • Screen and mobile annotation
- 20. How are Companies Structuring Support? © 2016 Support.com, Inc. All Rights Reserved. 20 Traditional Company Product Engineering QA Support Pro Services Money SDR Account Management SE Connected Company Product Engineering CS Support Onboarding Account Management SE QA Sales AE SDR Outcome Ownership 100% Customer Outcome Ownership Shared
- 21. © 2016 Support.com, Inc. All Rights Reserved. 21 Thank You