1:1 with customers – a troubled approach, with a happy end

When providing pre- and post-sales support to customers, moving from an email-only mode to 1:1 (video) chat can be quite daunting.
The reassuring, safe bubble of the white email textbox is replaced by the unpredictable live interaction with another human: you never know how they *will* react to your input, and how *you* will react to theirs.

In this talk I’ll share the troubles I’ve faced when asked to host 1:1 chats with Jetpack paid clients on a regular basis. The journey was full of uncertainties, and I questioned myself as a Happiness Engineer. Eventually, it helped me overcome my fears and get the best out of the products I provide support for.

Starting with the pain points of a product, this talk offers a different perspective on face-to-face interactions and pre/post-sales opportunities with potential and/or ongoing clients. This talk is for anyone interested in how to leverage customer service to increase customer loyalty and happiness.

Transcript

1. immagine sailing felice nel
2. 1:1 with customers a troubled approach, with a happy end Stef Mattana @eraniapinnera @stefmattana
3. immagine sailing felice nel
7. Concierge program 1:1 30-minute consultation
8. Concierge program 1:1 30-minute consultation Premium Business plan Professional
9. Premium Business plan Professional
10. Premium Business plan Professional Set up / troubleshoot
11. Premium Business plan Professional Set up / troubleshoot Learn about the features
12. Premium Business plan Professional Set up / troubleshoot Learn about the features Voice/video calls and screen sharing
13. Premium Business plan Professional Set up / troubleshoot Learn about the features Voice/video calls and screen sharing In addition to text- based live chat service and support via email.
14. Premium Business plan Professional Set up / troubleshoot Learn about the features Voice/video calls and screen sharing In addition to text- based live chat service and support via email. Get the most out of the plan = personalised goals
15. White glove service
16. White glove service Personalised session where we talk about the the specific needs of a user / site
17. White glove service Personalised session where we talk about the the specific needs of a user / site New way for customer retention
18. White glove service Personalised session where we talk about the the specific needs of a user / site New way for customer retention Increase customer loyalty
19. White glove service Personalised session where we talk about the the specific needs of a user / site New way for customer retention Increase customer loyalty More bespoke and ‘human’ user/ product support
21. Why me?
22. Why me? High performer
23. Why me? High performer Time zone
24. Why me? High performer Time zone I will never stop learning
25. Why me? High performer Time zone I will never stop learning Not afraid of trying new stuff
26. Why me? High performer Time zone I will never stop learning Shake things up in my normal routine Not afraid of trying new stuff
28. How your brain reacts to the unexpected
29. How your brain reacts to the unexpected AKA when you think you’re very good at something and then you have trouble
33. Fight or Die
34. Fight or Die You can’t fight because it’s an ongoing problem
35. The struggle
36. The struggle Language barrier (both sides)
37. The struggle Speaking skills (vs writing) Language barrier (both sides)
38. The struggle Angry/disappointed user Speaking skills (vs writing) Language barrier (both sides)
39. The struggle Not knowing the answers Angry/disappointed user Speaking skills (vs writing) Language barrier (both sides)
40. The struggle Not knowing the answers Imposter syndrome Angry/disappointed user Speaking skills (vs writing) Language barrier (both sides)
41. The struggle is real
42. The struggle is real and leads to…
43. low confidence dissatisfaction loss of productivity nervousness anxiety anxiety performance anxiety bad mood mistakes
44. H E L L O, S T R E S S
45. “We can not solve our problems with the same level of thinking that created them”
46. Distraction
47. Distraction Your frontal lobe will work out a solution in the background
49. Perfectionism
50. He wanted to play only winners Perfectionism
51. He wanted to play only winners Perfectionism You can’t play winners only
52. He wanted to play only winners Perfectionism You can’t play winners only You’ve got to let your opponent play
53. I reached an impasse
54. I reached an impasse Mental black out
55. Fight or Die You can’t fight because it’s an ongoing problem I reached an impasse Mental black out
56. The struggle Not knowing the answers Imposter syndrome Angry/disappointed user Speaking skills (vs writing) Language barrier (both sides)
57. What I did to overcome the mental impasse
58. What I did to overcome the mental impasse What didn’t work What worked
59. What worked
60. What worked Shadow a colleague
61. What worked Get ready for the call Shadow a colleague
62. What worked Reports to the team Get ready for the call Shadow a colleague
63. What worked Reports to the team Get ready for the call Shadow a colleague 1:1 with a friend
64. What worked Reports to the team Get ready for the call Shadow a colleague 1:1 with a friend Let the user talk
65. What worked Reports to the team Get ready for the call Shadow a colleague 1:1 with a friend Video chats Let the user talk
66. and leads to…
67. What didn’t work
68. What didn’t work Jokes
69. What didn’t work Pushback all the hard stuff Jokes
70. What didn’t work Not taking notes during the call Pushback all the hard stuff Jokes
71. What didn’t work Not taking notes during the call Pushback all the hard stuff Jokes Tackling pain points alone
72. What didn’t work Not taking notes during the call Pushback all the hard stuff Jokes Tackling pain points alone Not asking users for feedback
73. No-shows
74. No-shows It’s a real problem
75. No-shows Can lead to more frustration It’s a real problem
76. No-shows Can lead to more frustration It’s a real problem Feeling of wasting your time
77. No-shows Can lead to more frustration It’s a real problem Feeling of wasting your time Questioning the way you promote the service
78. Why no shows?
79. Why no shows? Users forget / get busy
80. Why no shows? Found the answer to their question Users forget / get busy
81. Why no shows? Timezone misunderstandings Found the answer to their question Users forget / get busy
82. Why no shows? Timezone misunderstandings Found the answer to their question Users forget / get busy Booked multiple sessions
83. Why no shows? Timezone misunderstandings Found the answer to their question Users forget / get busy Booked multiple sessions Unable to cancel/ reschedule
84. Palliatives #1
85. Palliatives #1 “Sorry we missed you” email = reschedule
86. Palliatives #1 “Sorry we missed you” email = reschedule Facilitating cancelling/ rescheduling
87. Palliatives #1 “Sorry we missed you” email = reschedule Facilitating cancelling/ rescheduling Facilitating local timezone
89. Palliatives #2
90. Palliatives #2 Reduce time slots availability >5 days ahead
91. Palliatives #2 Reduce time slots availability >5 days ahead Email reminders 24 hrs before the 1:1
92. Palliatives #2 Reduce time slots availability >5 days ahead Email reminders 24 hrs before the 1:1 Make the appointment more ‘human’
93. In retrospective
94. In retrospective Follow up emails / notes to pass to colleagues
95. In retrospective Cope with no-shows in a proactive way Follow up emails / notes to pass to colleagues
96. In retrospective Asking peers to do ride alongs and get feedback Cope with no-shows in a proactive way Follow up emails / notes to pass to colleagues
97. What I learned
98. What I learned Practice makes you better, not perfect
99. What I learned Never have pre-conceptions Practice makes you better, not perfect
100. What I learned You’re allowed to not know things Never have pre-conceptions Practice makes you better, not perfect
101. What I learned You’re allowed to not know things Never have pre-conceptions Practice makes you better, not perfect You’re not alone
102. What I learned You’re allowed to not know things Never have pre-conceptions Practice makes you better, not perfect You’re not alone Users always value your time
103. Avoid my mistakes!
104. Avoid my mistakes! Don’t miss a chance to consolidate/promote your product
105. Avoid my mistakes! 1:1 is not so different from a face-to-face chat Don’t miss a chance to consolidate/promote your product
106. Avoid my mistakes! The user has the patience to listen 1:1 is not so different from a face-to-face chat Don’t miss a chance to consolidate/promote your product
107. Avoid my mistakes! The user has the patience to listen 1:1 is not so different from a face-to-face chat Don’t miss a chance to consolidate/promote your product You do have something to say/share!
110. Thanks for listening! Questions? Stef Mattana @eraniapinnera @stefmattana