Post on 13-Aug-2015
Hi! We are CustomerIcare Live Chat.
We want to go from this
To that
If you don’t know it yet, we have a mission!
We’ve got an awesome response on the first 2 parts (20k views woohoo!)
SEE PART 1 SEE PART 2
To sum things up, here’s what we want to achieve:
BECOME MEMORABLE
STAND OUTTHINK LONG-TERM
CREATE CONSISTENCY
CONNECT WITH CLIENTS
You know what they say, Mo’ money, mo’ problems!
Nah, just kidding, here’s the real problem: Saying the purpose of your company is to make money is like saying your purpose in
life is to breathe.
It comes down to few key points:
- Solve a problem that’s bigger than your product
- Share your mission with everyone
- Create a long term plan even if you don’t follow it
- Define simple rules to guide decision making
!
It comes down to few key points:
- Solve a problem that’s bigger than your product
- Share your mission with everyone
- Create a long term plan even if you don’t follow it
- Define simple rules to guide decision making
!
If you want to grow huge, you have 2 options:
You have a product that you can distribute to an
insanely large audience (eg. Facebook)
You start with a product for a smaller audience
and launch new products in the future (eg. Slack)
Most companies go for the second option.
!
So, how do you create a bigger mission starting with a niche
product?
1 Piece of advice: Pick something you are passionate
about!
It could be changing the way we work, making customer service
more human, helping anyone pursuing their dream…
In our 2 years running CustomerIcare, we realized 1 thing:
Companies and customers are often presented as 2 opposite parties. Customers mostly reach out when
they have a problem and companies try to have as little contact with customers as they can. We think that there is a need for a new model. A model where
companies and customers collaborate.
So, here’s the mission for our new brand
We want to create a real dialogue between customers and online
businesses so customer service is not only about solving problems but about
collaborating.
And our niche product:
Aurelie ChazalConsultant
Aurelie Chazal
Hi! Is there anything I can help you with today?
We let you add a live chat window to your website. You can be proactive and greet online visitors instead of waiting for them to write
FIND OUT MORE HERE
That’s the beginning of our journey
That’s the world of possibilities that fit within your mission
Aurelie ChazalConsultant
Aurelie Chazal
Hi! Is there anything I can help you with today?
It doesn’t matter which path we take as long as we keep solving 1 big problem….
Aurelie ChazalConsultant
Aurelie Chazal
Hi! Is there anything I can help you with today?
It comes down to few key points:
- Solve a problem that’s bigger than your product
- Share your mission with everyone
- Create a long term plan even if you don’t follow it
- Define simple rules to guide decision making
Let’s see how you can share your mission with employees,
business partners, customers and everyone really
The next step is NOT to print it and put it on the wall.
In order for your mission to make sense you need to put your
words into actions.
The 1st step is to create this kind of dialogue with our customers
2. Treat customers like real partners
who will help develop our app
3. Pay attention to the little
details people share with us
1. Make it really easy for customers to
reach out to us
For that we need our entire team to be on the same page. This means:
A good hiring process
READ MORE
Good employee onboarding
READ MORE
The 2nd step is to share our mission with customers and partners
With a mix of
social content contact
It comes down to few key points:
- Solve a problem that’s bigger than your product
- Share your mission with everyone
- Create a long term plan even if you don’t follow it
- Define simple rules to guide decision making
Having a long term plan doesn’t mean creating a rigid schedule
for your employees to follow
new feature release
customer service ebook
JANUARY 2016
Just don’t draft a plan blindly. Use the data you have so far!
source visitors conversion
Direct
SlideShare
Quora
122,908
98,204
87,878
40,989
10,927
4.05%
7.05%
12.92%
1.91%
9.02%
looks like a good idea to focus on
SlideShare
Imagine that, on average:
1 SlideShare
100,000 views
2,000 clicks back to your site
260 new leads
26 new customers
You could set a goal to reach 1 Million views on Slideshare
10 SlideShares
1,000,000 views
20,000 clicks back to your site
2,600 new leads
260 new customers
But if you notice at any time that your presentations aren’t
converting as much, you can always change your strategy
It comes down to few key points:
- Solve a problem that’s bigger than your product
- Share your mission with everyone
- Create a long term plan even if you don’t follow it
- Define simple rules to guide decision making
Having a plan helps you make sure you are growing.
!
Making sure you stay true to your mission will help you
grow the right way.
Let’s take Zappos, for example. That’s their mission statement:
"To provide the best customer service possible."
Yup, it has absolutely nothing to do with what they sell
It’s what guides all their decisions
Outsourcing customer service?
Will it help deliver the best customer service?
YES NO
24/7 support Everyone should be involved in customer service
Low quality
save costs to invest in other things
In that case the decision is easy. The NOs easily outweigh the YESes
They could offer 24/7 support in-house and save cost elsewhere. If the outsourced service is bad quality, this
would kill the mission.
Unfortunately, all decisions aren’t that easy
LITE
$0 forever
Should we offer a free
plan?
This is something we are still struggling with at CustomerIcare
Would it help encourage dialogue and collaboration between
companies and their customers?
YES NO
It would help making the software available to really small companies with tight budgets
It’s a great way to spread the word about our product and mission
A free plan means more customers with less revenues which makes it hard for us to have a relationship with every customer + create valuable content
We ended up saying no to the freemium model few months ago
It paid off but we are running into one big problem with our WordPress plugin
Tell us please, what is the reason for deactivating our plugin?
Send & deactivate plugin
We started collecting feedback from WP users with this popup
And here’s what we got:
« paid » « trial version »
« there’s no free plan. »
« need free »
« not free »
We also got a 1-start review because we were not clear enough about it being a paid plugin
(totally our fault though :/)
CLICK HERE TO READ MORE
Conclusion?
We don’t have the answer. But we are sticking with free trial + paid plans for
now because we are not freemium ready at all.
That’s it for now folks! !
Hope you enjoyed the presentation and we’d love to
hear your thoughts!
Tweet us @customericare
Chat with us on customericare.com
If you missed it, remember to check out the 1st & 2nd part of our journey
SEE PART 1 SEE PART 2
Also, !
if you you want to follow the rest of our branding journey, you can
sign up for our newsletter
CLICK TO SIGN UP
(Next order of business: Standing out in a crowded market)