O slideshow foi denunciado.
Seu SlideShare está sendo baixado. ×

Gaining Customer Loyalty through Support - A Case Study on WPML Team

Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Anúncio
Carregando em…3
×

Confira estes a seguir

1 de 21 Anúncio

Mais Conteúdo rRelacionado

Semelhante a Gaining Customer Loyalty through Support - A Case Study on WPML Team (20)

Anúncio

Mais recentes (20)

Gaining Customer Loyalty through Support - A Case Study on WPML Team

  1. 1. Gaining Customer Loyalty through Support A Case Study on WPML Team
  2. 2. Dat Hoang Community and Support Documentation
  3. 3. Why Support is a Must-have? Main reason clients pay for Word-of-mouth marketing Listening to clients’ needs
  4. 4. Bottom Line of a Good Support Source: https://www.salesforce.com/blog/2014/04/what-is-good-customer-service.html
  5. 5. Customers’ Expectation Accurate Fast Comfortable
  6. 6. do_action( ‘wpml_support’ );
  7. 7. add_action( ‘wpml_support’, ‘define_support’ ); Delivering smiles to customers
  8. 8. add_action( ‘wpml_support’, ‘set_attitude’ ); “Our best marketing bet is to have happy customers who renew their subscriptions year after year, and that recommend, blog and tweet about how great is paying for our products, instead of using other free plugins. Source: the first training document for new supporters of WPML
  9. 9. add_action( ‘wpml_support’, ‘run_training’ ); One-by-one New releases Additional trainings
  10. 10. add_action( ‘wpml_support’, ‘organize_team’ ); Tier 1 Front-desk Tier 2 Senior Tier 3 Developer
  11. 11. add_action( ‘wpml_support’, ‘extend_accessibility’ ); 22 / 24 hours No holiday 9 languages
  12. 12. add_action( ‘wpml_support’, ‘define_policy’ ); Do Don’t Certified partners
  13. 13. add_action( ‘wpml_support’, ‘measure_results’ ); ● Statistics: the team, each individual and each ticket ● Indicators: ○ Ratings: Great - Good - Not so good ○ Feedback when rating ○ New tickets per month/day ○ Average time to resolve per month ○ Resolved tickets per month/day
  14. 14. add_action( ‘wpml_support’, ‘create_self_help’ ); Documentation Errata Resolved summaries Public support
  15. 15. At the End of the Day - Happy Customers Andreas vielen vielen dank :-) Denise ha solucionado el problema a la primera. Muy agradecidos. Andrey, Bсё отлично, быстро отреагировали и так-же быстро решили. 多謝你們的專業支援, 特別感激 Luo的協助, 謝謝。
  16. 16. At the End of the Day - Happy Supporters
  17. 17. Have We Done? good is the enemy of - Jim Collins great
  18. 18. add_action( ‘wpml_support’, ‘do_continuous_improvement’ ); ● Better documentation - Wiki format ● Automatic ticket assignment ● Document suggestion before opening support tickets ● Better internal communication - using P2 (small groups) and Skype (whole team)
  19. 19. Discussion
  20. 20. Big Thanks! Dat Hoang A member of OnTheGoSystems @tiendathoang Singapore, September 2016
  21. 21. Icon Credit http://www.flaticon.com/free-icon/networking_125830 http://www.flaticon.com/free-icon/translation-and-localization_48632 http://www.flaticon.com/free-icon/passage-of-time_66403 http://www.flaticon.com/free-icon/calendar_137866 http://www.flaticon.com/free-icon/cancel_126497 http://www.flaticon.com/free-icon/checked_127983 http://www.flaticon.com/free-icon/medal_118121 http://www.flaticon.com/free-icon/statistics_112714 http://www.flaticon.com/free-icon/search_115766 http://www.flaticon.com/free-icon/info_157328 http://www.flaticon.com/free-icon/open_134509 http://www.flaticon.com/free-icon/file_149346 http://www.flaticon.com/free-icon/multiple-raising-hands-with-musical-notes_31165 http://www.flaticon.com/free-icon/light-bulb-on_78387 http://www.flaticon.com/free-icon/idea-hand-drawn-symbol-of-a-side-head-with-a-lightbulb-insi de_35497 http://www.flaticon.com/free-icon/brainstorming_182571 http://www.flaticon.com/free-icon/chat-rectangular-empty-speech-bubble-symbol_54869

×