Impress your customersEasy or not

Marko NikolicDelivering Happiness @wp_rocket

markonikolic.net@markoof

If Henry Ford had asked his customers what they wanted,

they’d have said a faster horse.

90’s

If you build a great experience, customers tell each other. Word of

mouth is priceless.

Expectations

1. Stakeholders —> Agents2. Agents —> Stakeholders

Stakeholders to support

- Business owners: Make customers happy- Customers: Resolve the problem- Colleagues: Collaborate

Support to stakeholders

- Business owners: Work conditions- Customers: Informations, Collaboration- Colleagues: Collaboration

3 levels of communication

- Quick support - Chat communication- Customer to agent - Ticket system- Agent to customer - Proactive approach

Chat communication

Threats Values- Expectations- Multitasking- Time consumption

- Efficiency- Availability- Personalisation

Ticket system

Threats Values- Frustration- Lack of information- Tough questions

- Detailed solutions- Personalisation- Higher impression level

Proactive approach

Threats Values- Potential Spam feeling - Surprise

- Care- Problem pre-fetch

Conclusion

- Be consistent- Be efficient- Listen to your customers- Listen to the problems customers have, not

what they tell you they want solved- Make it fun

Thank you

@markoofmarkonikolic.net