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Scale Your Business with a
               Customer Community

Andrew Lambert
Marketing Programs Manager
Restaurants on the Run




Hanna Johnson
Marketing Manager
Get Satisfaction
About Get Satisfaction
     Get Satisfaction helps companies create engaging customer
      experiences by fostering online conversations about their
         products and services at every stage of the lifecycle.
                                   .

                          35 million                             70,000
                         consumers/                             Customer
                           month                               Communities




  To ask questions,                                                      Connect with each other
     share ideas                                                         and the companies they
 and report problems                                                           care about




                       Twitter: #Custserv   @Getsatisfaction                                       2
Drive Real Business Results
                                      1,000 Product
                                        Champions
                                        per Month




                                                        Client feedback and
                                                         insight into R&D




       1200 Product Ideas
      from the Community




                                                        50% Decrease
                                                      in Support Costs


              75% Reduction in
               Support Tickets
                                      9 Brand
                                    Communities




               Twitter: #Custserv     @Getsatisfaction                        3
Agenda


 Restaurants on the Run Background
 Our Customer’s Needs
 Business Challenges
 Learning From Online Chat Support
 Solution Requirements
 Get Satisfaction Solution
 Questions and Answers




           Twitter: #Custserv   @Getsatisfaction   4
Background

 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




           Twitter: #Custserv   @Getsatisfaction            5
Customer Needs


 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



            Twitter: #Custserv   @Getsatisfaction          6
Learnings From Online Chat Launch

 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?


           Twitter: #Custserv   @Getsatisfaction   7
Challenge: Scale Support, Faster Resolution


 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”




              Twitter: #Custserv   @Getsatisfaction   8
Challenge: Existing Support Channels


 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




                Twitter: #Custserv   @Getsatisfaction    9
Solution Requirements


 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




           Twitter: #Custserv   @Getsatisfaction         10
Solution: Get Satisfaction Community


 Why Get Satisfaction
 Working With Get Satisfaction
 Integration Process




           Twitter: #Custserv   @Getsatisfaction   11
Implementation

 Multiple entry points
  – Homepage
  – Every restaurant page
  – Within chat window

 Integrated
  – With homegrown CRM
  – With Valero Chat




              Twitter: #Custserv   @Getsatisfaction   12
Homepage
Restaurant Page
Within Chat
Business Benefits

 Expand nationwide without
 adding staff
 Chat volume is steady as
 business grows
 Enhanced NPS Score
 Faster onboarding of new
 employees




           Twitter: #Custserv   @Getsatisfaction   16
Get A Hold Of Me


  Twitter: @insertanything


  Facebook: /insertanything


  Email: alambert@rotr.com




          Twitter: #Custserv   @Getsatisfaction   17
Contact us!
   Call (877) 339-3997
     or visit us online

www.getsatisfaction.com

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Scale Your Business with a Customer Community

  • 1. Scale Your Business with a Customer Community Andrew Lambert Marketing Programs Manager Restaurants on the Run Hanna Johnson Marketing Manager Get Satisfaction
  • 2. About Get Satisfaction Get Satisfaction helps companies create engaging customer experiences by fostering online conversations about their products and services at every stage of the lifecycle. . 35 million 70,000 consumers/ Customer month Communities To ask questions, Connect with each other share ideas and the companies they and report problems care about Twitter: #Custserv @Getsatisfaction 2
  • 3. Drive Real Business Results 1,000 Product Champions per Month Client feedback and insight into R&D 1200 Product Ideas from the Community 50% Decrease in Support Costs 75% Reduction in Support Tickets 9 Brand Communities Twitter: #Custserv @Getsatisfaction 3
  • 4. Agenda Restaurants on the Run Background Our Customer’s Needs Business Challenges Learning From Online Chat Support Solution Requirements Get Satisfaction Solution Questions and Answers Twitter: #Custserv @Getsatisfaction 4
  • 5. Background 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 Twitter: #Custserv @Getsatisfaction 5
  • 6. Customer Needs 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 Twitter: #Custserv @Getsatisfaction 6
  • 7. Learnings From Online Chat Launch 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? Twitter: #Custserv @Getsatisfaction 7
  • 8. Challenge: Scale Support, Faster Resolution 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” Twitter: #Custserv @Getsatisfaction 8
  • 9. Challenge: Existing Support Channels 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 Twitter: #Custserv @Getsatisfaction 9
  • 10. Solution Requirements 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 Twitter: #Custserv @Getsatisfaction 10
  • 11. Solution: Get Satisfaction Community Why Get Satisfaction Working With Get Satisfaction Integration Process Twitter: #Custserv @Getsatisfaction 11
  • 12. Implementation Multiple entry points – Homepage – Every restaurant page – Within chat window Integrated – With homegrown CRM – With Valero Chat Twitter: #Custserv @Getsatisfaction 12
  • 16. Business Benefits Expand nationwide without adding staff Chat volume is steady as business grows Enhanced NPS Score Faster onboarding of new employees Twitter: #Custserv @Getsatisfaction 16
  • 17. Get A Hold Of Me Twitter: @insertanything Facebook: /insertanything Email: alambert@rotr.com Twitter: #Custserv @Getsatisfaction 17
  • 18. Contact us! Call (877) 339-3997 or visit us online www.getsatisfaction.com

Notas do Editor

  1. Get Satisfaction is the leading customer engagement platform, designed to build authentic relationships between customers and companies. Get Satisfaction powers 70,000 customer communities used by Over 35 million users each month to engage with each other and companies about the products and services they care about.Customers and prospects use the Get Satisfaction Community to:Ask Question,Provide Product feedbackRaise problems and support questionsGive praiseAnd connect with each other and the companies they care about.
  2. And here’s an overview of some of our customers. Companies use Get Satisfaction for Social support, Customer feedback and Social Marketing. Examples of customers include:Free free to only mention two customers.Customer SupportMint.com has reduced support tickets by 75%Rhaposody has decreased support cost by 50%Get Product Feedback:TechSmith has gathered 1200 product ideas from the communityAthena health uses their customer community to get 100s of feedback from their customersMarketing and eCommerceProcter & Gamble has powered 9 of their brands with GS Community including PampersKiddicare a UK baby online retailer has uses customers as product champions to sell more productsI’d now like to turn it over to Denis.
  3. 9 cities– San Diego, Orange County, Los Angeles, Inland Empire, San Francisco, Seattle, Las Vegas, Houston, and Tulsa
  4. Needed to find a solution that would work for our customer
  5. Listen to your customers!Knew general questions / answers our customers asking.Knew we needed an easier / cheaper / faster way to provide answers
  6. Thanks so much for attending our webinar. We’ll be following up with you in the next few days to talk in more detail about our solution. Meanwhile, please don’t hesitate to contact us if you have any questions about our solution. Have a great day.