Proven Support Strategies to Keep CSAT High
Customer service organizations are feeling pressure from increasing volume of support requests, rising customer expectations and soaring support costs. But support leaders know that keeping customers happy is critical for brand loyalty. So, what strategies exist for support executives to create an excellent customer experience despite the pressure?
In this webinar we discuss:
- The importance of qualitative and quantitative user feedback
- What support leaders need to know about communication
- Why your customers demand omnichannel support
- The best KPI to track and our secret for making it all work
Yael McCue - Customer Support TaskRabbit
Yael McCue is the Self-Serve Customer Support Specialist at TaskRabbit, and is therefore responsible for helping TaskRabbit's users find answers to their questions without having to interact with a support agent. Yael has eight years of experience optimizing support resources for tech companies like Uber and North Coast Medical Supply, as well as nonprofits like Arizona PBS and the American Cancer Society.
Jeremy Watkin - Head of Quality FCR
Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on Customer Service Life. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.
Antonio King - Director of Experience Shinesty.com
Tasked with overseeing the customer experience and employee experience, Antonio serves as the Director of Experience at Shinesty whose overall mission is to rid the world of boring clothing through outrageous apparel, hilarious brand tone/copy, and authentic interactions. With a demographic of primarily millennials, Antonio is challenged to innovate ways to provide support that not only handles customer issues, but captures the brand’s tone and voice. Shinesty was recently awarded “Most Effortless Experience”, boasting a resounding 6.6 out of 7 score via the Customer Effort Index of all companies using the NiceReply service.
Mahesh Ram – CEO Solvvy
Mahesh Ram is the founding CEO at Solvvy, an intelligent self-service platform for customer service. Mahesh is a serial entrepreneur, most recently serving as CEO of GlobalEnglish Corporation (acquired by Pearson PLC in 2012), and previously held senior management roles, including CTO, at ThomsonReuters and WoltersKluwer. He holds a BS from the University of Pennsylvania.
"Keeping support costs manageable as Acuity Scheduling grows is crucial, but I also wanted to maintain our high quality. Solvvy has made a true difference in our bottom line by saving us time and money in our customer support funnel, while also helping us improve our customer experience." - Gavin Zuchlinski, CEO, Acuity Scheduling