MassTLC SaaS Business Model Series, Improving Customer Satisfaction: Scribe Software
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Data Integration that Works Getting in Step with your Customers Better Customer Experience In the Cloud Lou Guercia, CEO
description
6/7/11 Lou Guercia, CEO at Scribe, presented at a MassTLC SaaS seminar on customer satisfaction and the customer experience in a SaaS environment
Transcript of MassTLC SaaS Business Model Series, Improving Customer Satisfaction: Scribe Software
Data Integration that Works
Getting in Step with your Customers
Better Customer Experience
In the Cloud
Lou Guercia, CEO
Data Integration that Works
The Medium is the Message
Customers use online and mobile every day to manage their lives quickly and easily.
What are they experiencing with your business?
Data Integration that Works
Delivering the Goods
Communicate the way your customers prefer – chat, forums, Twitter, Facebook posts, phone, whatever – and do it better than anyone else.
OMG WTH
Provide superior documentation, training, and help. And make it easy to find, search, and understand. Know how customers learn from you.
Measure and Monitor.Measure and Monitor. Measure and Monitor.And Adjust.
Ask often and listen to how to improve your offering and experience ... And then do it!
Data Integration that Works
Hot or Not? Measure!If you can monitor it, measure it.
Use your measuring & monitoring tools to proactively service your customer.
Evaluate customer experience metrics across the business, not just support or services.
Integrate your data where appropriate to get a better picture of your customer and how to better service them.
Data Integration that Works
Collision Avoidance
• B2B users are expecting help when they need it in a format they feel comfortable with.
• Be prepared to support all mediums!
• Be proactive and put your information out there.– Stay active in Blogs,
Twitter, Forums
Chat
Forums
Wiki
Phone
Ticket
Data Integration that Works
Listen to Your Customers
Your customers will tell you what they need
Data Integration that Works
Contextual Enablement
Embed help tools right into your SaaS application – “read the manual is so 1990s”
Data Integration that Works
On-demand Training
30% higher student retention with human visible lecture material vs. screencast
Data Integration that Works
Thank you!
www.scribesoft.com
