Company Types

Question 1

Why do we focus on 1 to many needs?

Answer 1

generally have greater communication needs, teams, and channels (phone, live chat, email)
also there is more of a consumer expectation for B2C to provide superior customer experience

Question 2

Types of B2C communication

Answer 2

appointment follow-up, service updates, quick questions, check ins

Question 3

What is the difference between an SDA and KPI

Answer 3

SLA- Service level agreement- establishes scope for a working relationship
KPI- Key performance indicator- metric or data point related to a business operation

Question 4

examples of KPIs in sales

Answer 4

sales, order size, profit, margins, conversion rate, new customer vs returning

Question 5

examples of KPIs in marketing

Answer 5

site traffic, new visitors vs returning, time on site, pageviews per visit, traffic source, subscribers, email open rate

Question 6

examples of KPIs in customer service

Answer 6

CSAT score, NPS, Hit rate, first response time, average resolution time, active issues, chat count

Question 7

4 R’s of field service organizations

Answer 7

delivering to the right person, at the right place, at the right time, with the right tools.”

Question 8

Biggest reasons why customers defect

Answer 8

Poor customer service (82% have stopped doing business bc of CS)
Lack of customer appreciation- (53% or customers have switched to feel appreciated)
Their needs are ignored- no customer feedback to fix
Unexpected issues + with ineffective communication

Question 9

How to increase customer retention

Answer 9

Show Customer appreciation (deals, rewards, thank you message)
Implement customer feedback (NPS, Csat)
Proactive customer service
Be available! Customers still prefer to interact with a person over a bot