MAKE YOUR CUSTOMER HAPPY
MAKE YOUR CUSTOMER HAPPY
2//www.limdesk.com
CUSTOMER CONTACTS YOU IN SO MANY DIFFERENT WAYSAttach your current communication channels or buildthem with our service
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Build tickets from emailsAttach your current email
or build new ones
Talk with customers usingtwitter or facebook
Build or attach your chatsolution
Add widget to your websiteor add ticket using our api
Attach or build your helplineSync your smartphone
YOUR BUSINESS
3//www.limdesk.com
SELF SERVICE FIRST!
80% of your customers problems can be solved with self instructions.. Let your customerfind the answer before he gets in touch with one of your agents
!
!
!
#?!
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Limdesk help center will help your customer find asnwers and if it’s not working make contact with client
Happy customer usingself service
HELP CENTER
VS
4//www.limdesk.com
MAKE YOUR CUSTOMER FEEL PERSONAL
AGENT
Connect your customer with agent he knows and tell your customer what he wants to hear
AGENT
Agent relevant toclient history
Limdesk connects the client to the agent he knows
Limdesk display informations real time on the screen about customer
Client contacts you in so many different ways
MacBook Pro
AGENT
Client identified asMr. Piekarz
We currently have a problem with our
service, please be patient we will contact you
Limdesk System
5//www.limdesk.com
DO NOT WASTE YOUR TIME ON SOLVED PROBLEMS
Use templates to answer your client on already solved or common problems
Agent decides what kindof templates will be used Client receives
message template
CLIENTAGENT
I’m sending you our offer plans. Youcan find them in attached PDF
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SMS template
Email template
6//www.limdesk.com
LET YOUR CLIENT FEEL IN CONTROL OF THE SITUATION
Your client will feel more comfortable if he will be able to check status of problem solving and he will know if something is delayed
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CHECK STATUS
Your client can access the help center website to check
the status of the issue.
AUTOMATIC INFO
You can automate limdesk to send automatic info about the status if nobody answers the question
7//www.limdesk.com
SMALL THING MATTERS IN LIFE... AND IN BUSINESS
Always remember about small things like sending a thank you message aftera problem is solved or even send a gift after making a contact
i just want to let you know that we are working on your problem hard sorry for delay
Please wait one more day
AGENT
I’m sending you our offer plans. Youcan find them in attached PDF
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Emailmessage
SMS message
ACTION TO EACH TICKET
You can create scripts and actions for every single ticket that will take control over the situation if you or your agent forgets about it
WHAT KINDS?
Saying Hi, thanking for patience or informing about the statys will make your customer feel great and limdesk will help you
not forget about the small things.
8//www.limdesk.com
PLAY WITH YOUR CUSTOMER TO CREATE BETTER RELATIONS
DISCOUNTAFTER ANSWER
QUESTIONS
Give your customers something else, something to play with and to showit to friends, to make him want to keep in contact with you
CLIENT
Give your customers web-browser app or mobile appto track transportation. For
example: documents oreven pizza
Make your customer parti-cipate in trivia game: “If you can answer all of these ques-tions before we solve your problem you will get 5% discount”
5%MOBILE APPS
SPECIAL DISCOUNT SYSTEM
9//www.limdesk.com
EASY TO USE TOOL FOR PERFECT ASSISTANCE
Do not force your agents to use tools they don’t like
Don’t force your employeesto use a website for everything,let them communicate in the waythey like
Desktop Laptop Tablet MobilePhone
Head-phones
LandlinePhone
Messengers
AGENT
JABBER
10//www.limdesk.com
INFORMATION AND SOLUTION WITH THE TOUCH OF A MOUSE
Your agent can never be lost in world of perfect customer service
THE AGENT (NOT) MISTERIOUS JOURNEY
Use templates thatyou wrote in the past
i
“Use my know-ledge database”
“Ask nerds and makea template”
i
i
AGENT
I know the answer“ “ “I need to find ananswer in library
I need to ask nerds
The Limdesk systemwisely advises
REMINDERS TO KEEP EVERYTHING ON TRACKYou can create lists of client behaviour depending on the problem type. Limdesk will control the whole pro-cess keeping in mind that your customers have the most important value.
Say Hello to client
Answer the problemIt’s two days late
Send client renewal offer
!
!
!
AGENT
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INTERNAL COMMUNICATION SYSTEM
Let your employees colaborate it doesn’t matter where they are. More experienced team members should help even temps to solve problems
www.limdesk.com
MacBook Pro CLIENT
MR. PETERSON
AGENT
DAVID
AGENT
PETER
OFFLINE
ONLINE
SIMON
SARAH
PETER
MARK
Send internal note to other agentswith question about clientsproblems Agent can ask another
agent on chatCHAT - ONLINE
CHAT - OFFLINE
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ORGANIZE YOUR EMPLOYEES WORK
It’s very important to organize the work of your customer support. you cancreate powerfull calendars to help your employees choose what is more important
at the moment and keep them working while customers are not calling.
www.limdesk.com
Create as many calendars as you need
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ALL INFORMATION IN ONE PLACE
It’s easy to support a few clients, supporting thousands of them with hundreds ofemployees, you need all informations in one place. We are not forcing you to change
your business behaviour, we want to help you organizing it.
www.limdesk.com
Import from XLS,CSV, XML
Import data from anyof your it systems
Crawl your emailaccounts using map
Use integration modules with many top software like salesefore
Install our apps and transfer data from any mobile devices
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BE WITH YOUR CUSTOMER FROM THE VERY FIRST STEP
You never know if your ocasional contact will converst to partnership and thanto maybe something huge. Collect information about the client from the very first contact.
Wacth your customer grow and build a better understanding of his needs
www.limdesk.com
CLIENT
CLIENT
CLIENT
CLIENT
FIRST CONTACT TRIAL CUSTOMER REAL CUSTOMER GROWING CUSTOMER
CREATE AND DELEGATE WORK
Delegation is a key to your companies effectivity and growth. Organize your employeestask list to build better relations with customers. Use behavioral lists to tell youragents how and when to communicate with the customer to be most effective
A /
B /
C /
CLIENT
CLIENT
CLIENT In 2 days: call to client and ask if everything is ok
In 3 days: send contract to customer
In 7 days: send email with renewal offer
Task list for service buyer
Task list for potential buyer
Task list forrenewal customers
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CRM EXACTLY FOR YOUR NEEDS
Most CRM systems are not focussed on what is important in every business. We are giving you a tool that you can customize and personalize. Not only by addingany type of extra field to a client database but also change the whole ide of a CRM by
choosing a designed module exactly for your business type
www.limdesk.com
Sales and trading module
Medical and hospital module
E-commerce module
Restaurant and accomodation module
Car repair and dealers module
Billing module
Financial and insurance module
Website ownersmodule
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CRM EXACTLY FOR YOUR NEEDS
Most CRM systems are not focussed on what is important in every business. We are giving you a tool that you can customize and personalize. Not only by addingany type of extra field to a client database but also change the whole ide of a CRM by
choosing a designed module exactly for your business type
www.limdesk.com
15% /
7% /7% /
AGENT
30% time on every employer can save you money on employeeing extra staff or make you money on giving agents some other stuff to do
On faster ticket closing
Saving time on find answers
Simple things ride reminders
SAVED TIMEON EACH EMPLOYER
30%
MAKE YOUR CUSTOMER TO RECOMMEND YOUR BUSINESS
Always remember that customer opinion can make you rich or broke in one daysolving customers problems can save you from failure
UNHAPPY CUSTOMEROne happy customer tells a friend
HAPPY CUSTOMER
One unhappycustomer tells everybody
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DON’T LOSE CUSTOMER EVER... EVER
www.limdesk.com
Customer is contacting you after working hours
Your agents are too busy to answer the phone
Never again! We secure all types of failures keeping all you forgottencustomers in your business
There is a message in your agents mailbox
and he is on holiday
You can’t afford loosing customers, our job is to keep customers satisfied even if youcan not support him at a time when he needs it
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AUTOMATE YOUR SALES AND MARKETING EVENTS
It’s cheaper to keep existing customers but it doesn’t mean you don’t need sales.That is why we are giving you a powerful marketing and sales tool
www.limdesk.com
i just want to let you know that we are working on your problem hard sorry for delay
Please wait one more day
I’m sending you our offer plans. Youcan find them in attached PDF
MacBook Pro
You can automate all your marketing campaigns and make smart marketing eventshelping increase profits from your sales channels
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AUTOMATE YOUR SALES AND MARKETING EVENTS
It’s cheaper to keep existing customers but it doesn’t mean you don’t need sales.That is why we are giving you a powerfull marketing and sales tool
www.limdesk.com
We are helping you to control sales people, and help them to make sales quicker and faster
Organize your sales people calendars
Create and approveoffers for your agentsTrack sales create salespipes
and predict income
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BEST KNOWLEDGE YOU CAN EVER HAVE
www.limdesk.com
You can get an excellent set of information for analysis
Perfect data forfuture analysis
Sales statsClient
behavior
Clients info
Communicationhistory
Visits stats
+ =
YOUR IT SYSTEM LIMDESK SYSTEM PERFECT DATA SOURCE
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LIMDESK ON THE MARKET
www.limdesk.com
Tickets
Chat
Telephone
Email crawling
Sales
Marketing
API Integration
Social
Mobile Apps for customers
WebRTC
26//www.limdesk.com
is the year in which thecompany was founded
2009
4800 people use
Limtel systems
GPVmajor fund
invests in Limtel
completed calls> 1mln
SaaS platform in the cloud
3
SOME FACTS ABOUT US
Why are we the best?
© 2013