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Customer Service

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Daniel Fincham

on 5 December 2013

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Transcript of Customer Service

Customer Success


90 Day Onboard Program for all new Clients*
5 Training Modules - 30 day training Programs*
Product Training, Commerce Training, Design for Online, Deployment, Analytics *
Best Practice Webinars
Weekly Training Webinar

18 hours a day
Email (55%), Phone (25%), Chat (20%)
900+ tickets per month
84% First Time Fix (2013)
79 Net Promoter Score (2013)
25% Testimonial rate (on surveys)
Bug Reporting
Portal Management

Account Admin (Philippines)

Face of Customer Service
Articles, Videos, Release notes
Clients Personal Space
Support Contact Info
Webinar Sign-up
Links from Publicator
Used in Support Comm.
Educating, training and supporting our clients to exceed expectation, foster brand loyalty and drive revenue
Community Portal
Training & Consulting
Account Management
$1k - $2.5k
$2.5k - $5k
Full transcript