Kongres Profesjonalistw IT, Dariusz Pitera, Rzeszw 27.10.

2016

Interactive solutions

Managing complaints in the process of building customer satisfaction.

All the studies known and reports of experienced salesmen point out the fact that an
unsatisfied client discourages more potential clients than the one satisfied brings.
Wadysaw W. Gaworecki

1. Tourism. Warsaw: PWE 1997, p. 348

Why the complaint management process is so important ?
Statistically, during the year we spend 30,8h on making a complaint.

2. http://blogs.clicksoftware.com/index/wp-content/uploads/sites/3/2014/07/infographic-Wait-Times-Could-Be-Costing-Americans-More-than-100-Billion.jpg
Why customer maintenance is so important ?

Opportunity to sell the product

New customers Current customers

3. https://www.helpscout.net/75-customer-service-facts-quotes-statistics
 The share of Customer Service departments in customer retention

Why do most entrepreneurs lose

50% of customers in 5 years?

Acquiring a new client costs the business 4

to 10 times more as keeping the current one

63 percent of customers indicate that

customer service department is the most
dissatisfaction with service or waiting time
important determinant in choosing products
lack of satisfaction with the product or customer service
and services
transition to the competition

change of mind or relocation

91% of customers lose trust in the brand

4. https://www.linkedin.com/pulse/what-cost-customer-acquisition-vs-retention-ian-kingwill
5. http://www.polskieradio.pl/111/1896/Artykul/903777,Gigantyczne-koszty-pozyskania-nowego-klienta
 Why do customers leave?

Users give the brand only 1 week to answer

customers who abandoned
questions before they stop cooperating with
the purchase process due
them
to poor customer service

customers who share 1 out of 5 customers make It requires 12 positive experiences to

bad experiences with complaints - others just leave reward clients bad one.
others
6. http://www.insightsquared.com/2015/04/100-customer-service-statistics-you-need-to-know 7. https://www.helpscout.net/75-customer-service-facts-quotes-statistics
 How quickly do customers expect replies to complaints?

The seller must respond to the customers complaint in 14 days.

Within 10 minutes Within 1 hour Within 1 day Within 3 days Within a week Within 28 days

8. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
Expectations vs reality
 Precise response to the problem - the key to customer satisfaction

Users with poor customer Comments that remain

experience who leave a negative unanswered
comment on social media

Respondents satisfied with customer service

Respondents that left a positive comment

10. http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf
Bad customer service on the Internet
How to react to unexpected situations ?

Has your order from October 17th

not been completed?

Dedicated
contact
 Business losses associated with poor customer service

Companies in the world lose 338 billion USD in bad customer service.
The cost of bad customer service in Poland is 38 Billion PLN per year which is almost
the worth of Polish e-commerce (34 billion PLN)
Over 73% of consumers in Poland have decided not to continue the relationship with
the brand due to low quality of service.

11. https://www.desk.com/success-center/bad-customer-service 13. http://www.hillway.pl/ekonomiczne-konsekwencje-zlej-obslugi-klienta-by-genesys

12. http://nf.pl/manager/obsluga-klienta-jeszcze-koszt-czy-juz-inwestycja,,53166,68 14. http://superbiz.se.pl/wiadomosci-biz/polski-handel-elektroniczny-warty-jest-34-miliardy-
 What makes customers want to work with a brand again ?

73% - friendly customer service department

55% - users ability to find the answer to the problem
36% - personalized approach to the customer
33% - brand reputation

15. http://www.adweek.com/socialtimes/cost-bad-customer-service/497854
IT system requirements
 Self-service

90% of customers require the brand to have a self-service portal

75% of customers want to solve their problems by themselves
60% of users require a self-service portal to be available by phone

16. http://blog.capterra.com/10-surprising-customer-service-stats-for-2016
 How do users report online complaints ?

By website By phone Postal On the forum Use the brand On Twitter Using other social I do not complain
page on networking sites
Facebook

17. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
 What do customers need from Helpdesk systems ?

Multi channel:
E-mail
Phone
Live chat
Video chat
Facebook
Twitter
Mobile APPS
Widget on the website

18. 2016 Best Customer Service Webby Award Winner

Examples of systems
Kontrola czasu supporting Multi Channel
odpowiedzi

http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
 Are communication tools with the client enough?

Statistics:

42% of customer service staff are incapable of solving customer problems because of
inadequate internal systems, archaic IT solutions, lack of access to basic information
and too many applications to handle.
80% of companies think they have a very good customer service department.
Only 8% of customers think that companies are good at customer service.

19. https://pl.pinterest.com/pin/188729040613147099
20. www.salesforce.com/blog/2013/08/customer-service-stats.html
Knowledge base
What if the process of handling a complaint is very complex ? - Workflow
Measuring response time - SLA
Measuring response time - SLA
 Customer service - is it worth it?

52% of users make more transactions with a given company after a positive experience
with the customer service department
86% of users are willing to pay up to 25% more for better customer service
On average, 1 satisfied customer will tell 9 other people about the company

21. www.groovehq.com/support/customer-service-statistics
22. winthecustomer.com/86-percent-of-u-s-adults-will-pay-more-for-a-better-customer-experience
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