Scale Your Business with a Customer Community
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Transcript of 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.
.
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
3Twitter: #Custserv @Getsatisfaction
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
4Twitter: #Custserv @Getsatisfaction
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
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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
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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
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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
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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
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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
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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
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Why Get Satisfaction
Working With Get Satisfaction
Integration Process
Solution: Get Satisfaction Community
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Multiple entry points– Homepage
– Every restaurant page
– Within chat window
Integrated – With homegrown CRM
– With Valero Chat
Implementation
Homepage
Restaurant Page
Within Chat
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Expand nationwide without adding staff
Chat volume is steady as business grows
Enhanced NPS Score
Faster onboarding of new employees
Business Benefits
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Twitter: @insertanything
Facebook: /insertanything
Email: [email protected]
Get A Hold Of Me
Contact us!Call (877) 339-3997
or visit us online
www.getsatisfaction.com