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

764fb02aaae2ff64c0625c763d82b74e?s=47 Stef
April 15, 2018

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.

764fb02aaae2ff64c0625c763d82b74e?s=128

Stef

April 15, 2018
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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

  4. None
  5. None
  6. None
  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
  20. None
  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
  27. None
  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
  30. None
  31. None
  32. None
  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
  48. None
  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
  88. None
  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!
  108. None
  109. None
  110. Thanks for listening! Questions? Stef Mattana @eraniapinnera @stefmattana