Scale Your Business with a Customer Community

Scale Your Business with a Customer Community

Andrew LambertMarketing Programs ManagerRestaurants on the Run

Hanna JohnsonMarketing ManagerGet Satisfaction

2Twitter: #Custserv @Getsatisfaction

Get Satisfaction helps companies create engaging customer experiences by fostering online

conversations about their products and services at every stage of the lifecycle.

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About Get Satisfaction

70,000 Customer

Communities

35 million consumers/

month

Connect with each other and the companies they

care about

To ask questions, share ideas

and report problems


Drive Real Business Results

75% Reduction in Support Tickets

1200 Product Ideasfrom the Community

Client feedback and insight into R&D

50% Decreasein Support Costs

1,000 Product Champions per Month

9 Brand Communities


Restaurants on the Run Background

Our Customer’s Needs

Business Challenges

Learning From Online Chat Support

Solution Requirements

Get Satisfaction Solution

Questions and Answers

Agenda


Nation’s largest corporate-focused restaurant delivery service

Founded in 1993 in Orange County, CA

Over 1500 restaurants throughout 9 Cities

Over 4 million successful orders to more than 15 million people

Background


Our Target Customer: “Lindsey”

90% of our customers are female

Between the ages of 24-36

Office Admin / Assistant / Manager

Busy Schedules / Multi-Taskers

Provide order options in addition to phone but with same great service

Customer Needs


Jan 2012 launched online chat

Over 900 chats during the month of Feb 2012

All the same questions / concerns / web errors

Marketing: Customers needed to be educated on promotions and about ROTR

Technology: Website needed improvement in some areas

Sales: Help Sales leverage chat

External Operations: Where is my order?

Learnings From Online Chat Launch


Expanding rapidly across the country– Needed scalable one-on-one interactions

Expected Customer Service Levels– Avg. Wait Time Of Phone Call Under 25 Seconds

– Avg. Wait Time Of Chat Under 20 Seconds

– Leverage Knowledge Base / Food Experts

– Provide Simple Fast Service

– Make Our Customer “Look Good”

Challenge: Scale Support, Faster Resolution


Call Center– Avoid large expansion of call center

– Reduce call volume while maintaining wait times

– Share the knowledge of our call center

Chat– Provides 1-on-1 that our customer expects,

but can have 4-6 customers at one time.

– Keep wait times low with same service levels

Challenge: Existing Support Channels


Enable customers to “tap-into” our food knowledge

Online only solution that can scale with the growth

Easy for customers to use / great website integration

Effective chat and phone deflection

Implement with limited organizational resources

Solution Requirements


Why Get Satisfaction

Working With Get Satisfaction

Integration Process

Solution: Get Satisfaction Community


Multiple entry points– Homepage

– Every restaurant page

– Within chat window

Integrated – With homegrown CRM

– With Valero Chat

Implementation

Homepage

Restaurant Page

Within Chat


Expand nationwide without adding staff

Chat volume is steady as business grows

Enhanced NPS Score

Faster onboarding of new employees

Business Benefits


Twitter: @insertanything

Facebook: /insertanything

Email: [email protected]

Get A Hold Of Me

mailto:[email protected]

Contact us!Call (877) 339-3997

or visit us online

www.getsatisfaction.com

Scale Your Business with a Customer Community

Technology

Transcript of Scale Your Business with a Customer Community