www.compete.com 1 The impact of rethinking our approach with customers. Compete PRO Client Relations
Client Relations from Reactive to Proactive
Nov 18, 2014
An overview on how our Client Relations Department has gone from a reactive organization to a proactive one. Focusing on the customer experience and additional services has allowed us to build stronger relationships with our customers.
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w w w . c o m p e t e . c o m1
The impact of rethinking our approach with customers.
Compete PROClient Relations
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The importance of alignment…
“Much like the art of Zen, the path to customer service excellence is a continuous journey that
involves product, people, and practice.”
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o Chat Functionality
o 866 Phone Number
o Twitter for ZenDesk
o Screenr for ZenDesk
Expanding from email outwardCommunication Channel Improvements
Thomas Hawk | BY-NChttp://www.flickr.com/photos/thomashawk/7130196519/
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“When your ship doesn’t come in, swim out.”-Jonathan Winters via Jen Russell
PRO active outreach for monthly subscribers
Spettacolorpuro | BYhttp://www.flickr.com/photos/spettacolopuro/3826568927
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Gold and Platinum SupportPremium Reporting and Training Services
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• Inside look into customer’s strategy, competitive insights, and current initiatives.
• Make recommendations that build trust and expand our relationship.
• Increase retention.*
* Premium services are new as of 2012.
PRO Platinum and Gold ServicesBenefits of Building Relationships
Janine | BYhttp://www.flickr.com/photos/geishabot/2437920343
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-PRO Platinum Support Customer
“As always, excellent work!! I really appreciate the quick turnaround on this; you guys did a great job… be in touch within the next couple of days with a list of schools that we’ll like similar “deep dive” reporting on. (There are about twelve rising competitors that we have a close eye on as of late.) I understand our current pricing and package may not allow for the extensive report we’d like, so just a heads up that we may be looking to upgrade accordingly as well. ”
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The customer asked, we listened!
“I’m starting to play around with the site now and I’m wondering how you created the doughnut charts with the demographic information?… I clicked around but can’t seem to find it.” –PRO Platinum Customer
Oct
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Pro
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Looking to the future we’re focused on…
• Engaging with our customers in new and meaningful ways.
• Creating reports that resonate.
• Surprising and delight our customers with PROactive outreach.
• Soliciting feedback and projecting their voice as advocates for improvements to our products & services.
Marco Magrini | BY-NChttp://www.flickr.com/photos/marcomagrini/698692268
Elizabeth Ellis | BY-SA http://www.flickr.com/photos/izzie_whizzie/2966847849
Connect with us!o Ask questions.
o Share best practices.
o Review Platinum reports.
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