87% of customers share good customer service experiences with others following a negative...
TRANSCRIPT
The Good, Bad, and Ugly of Customer SupportExpectations
SharePoint SaturdayRedmond, WashingtonOctober 24, 2015
Audrie Magno-GordonPrincipal Consultant
87% of customers share good
customer service experiences with
others
87%
Sources: ZenDesk, NewVoice, and RightNow
Why we need to talk about this…
Following a negative experience, 58% of
Americans would never use the
product or service again
58%
73% of consumers say friendly customer
service reps can make them fall in
love with a brand.
73%
Recent Trends in Customer Expectations…
Good Bad Ugly
“Support should understand myundocumented customizations.”
“I think I found a bug, but I don’thave time to discuss it, just fix it!”
“I am willing to try new things,and self-serve, but I also wanttraditional methods of communication.”
Tip 1: Self-Service & Social Options
Tip 2: Provide Ticket Content Guidelines
Windows Key+ FQuestion Answer
Relevant URL(s) http://
Number of Users Impacted
1
Estimated Severity SEV1, SEV2, SEV3, SEV4
Business Impact Work stoppage?
Frequency Persistent, Intermittent
Correlation ID Copy/Paste Number here
Problem What are you trying to do?
Known Workarounds? How do you get around the issue?
Detailed Repro Steps Be as detailed as possible as to how this issue can be provoked.
Tip 3: Clarify Follow-up Availability
• Email, Phone, Skype Preferences• Time Zone / Language Preferences• Update Expectations
Sources: Fiddler - http://www.telerik.com/fiddler, IE F12 Developer Tool truncated screen shot
Tip 4: Self-Service Troubleshooting Tools
Internet Explorer F12 Developer Tools
Tip 5: Learn from the experts!
Time for an interview…
Justin S. DavisSupport Escalation Engineer
CSS Professional Interview
After finishing the M.S. in Computer Science at the University of Illinois, Urbana-Champaign in 2006, Justin spent the next six years as a Program Manager in the Microsoft Business Division working on Office and SharePoint.
In 2012, he joined Amazon Web Services as a Support Engineer on the Identity & Access Management team. Later, he returned to Microsoft as a vendor in Global Business Support, working as a Support Escalation Engineer for SharePoint Online. As of October, 2015, he has returned to full-time status in the same role.
Helpful Resources
• Keep In-the-know• Office 365 Feature Roadmap: http://
success.office.com/en-us/roadmap • TechNet: https://technet.microsoft.com• MSDN: http://msdn.com • Office Blogs: https://blogs.office.com/
• Speakers• Audrie Magno-Gordon -
[email protected]• Justin Davis - [email protected]