HOW ONE DELIGHTFULLY SIMPLE PLUGIN CAN

BOOST 3 CRUCIAL CUSTOMER SUPPORT

METRICS

Ahhh…Customer Satisfaction

Ahhh…Customer Satisfaction

So crucial to the success of any business, especially SaaS. Yet so elusive and hard to achieve..

There is no silver bullet to magically satisfy all of your customers, all the time.

There is no silver bullet to magically satisfy all of your customers, all the time.

But one thing is for sure!

f

Customer Satisfaction

Is a function of

f

Top-of-the-line Customer Support

Customer Satisfaction

Is a function of

Don't trust me? Here are some stats that might change your mind.

55% of consumers say easy access to support & information can make them fall in love with a brand.

Source

59% of consumers would try a new brand or company for a better service experience.

Source

66% of B2B customers stopped buying from a company after a bad customer service experience.

Source

News of bad customer service reaches more than twice as many ears as praise for a good service experience.

Source

There’s a lot of content out there that talks about how you should improve your customer support metrics.

We cut to the chase to present to you with a one-stop plugin to lookup everything related to billing,

and help you boost 3 of your most crucial customer support metrics.

All you have to do is sign up & install Chargebee’s Support Plugin within your helpdesk of choice. And that’s it.

Disclaimer: I am assuming you are using Freshdesk, Zendesk or Groove, cause, like, who isn't?

Here’s how the Plugin looks. It displays..

Customer name, email address & company

Monthly Recurring Revenue for the subscription

Credit card details & Payment information

The state of the plan: Active/Archived/Deleted

Name of the plan that the customer is on

The date when the subscription began & when the next billing will happen

Here’s how the Plugin looks. It displays..

All this info is displayed in the side-view right next to the corresponding support ticket on the Freshdesk/Zendesk/Groove app.

Great! Now let me show you why the Plugin is delightfully simple yet surprisingly effective in boosting customer support metrics.

Speedy First Response Time

FACT: 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. – Forrester Research

Waiting for a response from a support agent can be extremely frustrating.

It can drive customers to think that you don’t care.

Waiting for a response from a support agent can be extremely frustrating.

Some customer queries take a long time to dissect and resolve.

But most of the time, support staff waste time ‘Tab-hopping’, collecting information to answer easily resolvable queries.

Having all of the basic customer info right in front of you will drastically improve the First Response Time for basic SaaS queries.

Having all of the basic customer info right in front of you will drastically improve the First Response Time for basic SaaS queries.

Like --->

Can I extend my trial?Yes, we’ll give you an additional 15 days’ trial since you’re the first to sign up from your company.

Can I extend my trial period?Yes, we’ll give you additional 15 days trial since you’re the first to signup from your company.

Can I extend my trial period?Yes, we’ll give you additional 15 days trial since you’re the first to signup from your company.

I told you! Delightfully simple!

Lean Ticket Resolution TimeBONUS: Prevention of immediate Churn

Ok, so first response time is essential to prevent negative feelings and make your customers feel cared for.

But what truly delights a customer is how fast you are able to actuallysolve their problem.

But what truly delights a customer is how fast you are able to actuallysolve their problem.

This is measured through Average Ticket Resolution Time.

The first and most time-consuming step to solving your customer’s problem is ‘Problem Identification’.

Name

Subscriptiondetails

Company

Payment method

And a very important part of ‘Problem Identification’ is to know key details about your customer’s background.

Name

Subscriptiondetails

Company

Payment method

And a very important part of ‘Problem Identification’ is to know key details about your customer’s background.

The Plugin gives you just that.

Let’s look at an example. -->

John Doe has emailed you

Let's assume you just got a support query from John asking for a feature upgrade.

Support query from John

Let's assume you just got a support query from John asking for a feature upgrade.

John Doe has emailed youUsually a customer support staff will rummage around on her database to find out who John is in order to get to the root of the problem.

John Doe has emailed you

But the fact is that John hasn't subscribed to your service, the subscription is under Jane who belongs to the same company as John.

John Doe has emailed you

But the fact is that John hasn't subscribed to your service, the subscription is under Jane who belongs to the same company as John.

Subscription is under Jane, not John.

The widget shows you this information instantly, just by typing the company’s domain name in the search bar. This saves you precious time and improves efficiency.

What's more? You can also see that Jane is on the Free Plan, now you know exactly how to solve John's problem.

What's more? You can also see that Jane is on the Free Plan, now you know exactly how to solve John's problem.

Plan details of Jane

Ta da! Your issue resolution time went from 30 mins to just a matter of seconds.

Now, let’s look at some specific scenarios where quick and accurate Problem Identification leaps up, and helps manage another important business metric - Churn.

Let's say that customer X from company Y has raised a support query.

Mr. X has emailed you

Scenario 1: Through Chargebee’s Wonder Widget (!), you can always keep an eye on whether the customer’s subscription is about to get cancelled.

You can then offer discounted upgrades (within Chargebee) to avoid possible immediate churn.

Scenario 2:Readily knowing what Plan your customer is on and his past purchase behavior could make the difference between an instant upgrade and a lost opportunity.

Scenario 3:Your customer is actively using the product but if his account is getting cancelled due to invalid payment details, you can send a Payment Update link directly from the Plugin and save the subscription from getting cancelled!

Hooray! Now you know how to prevent Immediate Churn with the help of the Plugin!

Improved Overall Satisfaction

With customer acquisition costs going through the roof, it becomes especially important to satisfy and retain your customers.

This especially holds true for Enterprise Customers.

With customer acquisition costs going through the roof, it becomes especially important to satisfy and retain your customers.

For them, an unresolved issue affects the productivity of a large group of people and this in turn contributes to negative word of mouth.

So it becomes important that you focus on quickly resolving tickets raised by high-priority customers.

So it becomes important that you focus on quickly resolving tickets raised by high-priority customers.

Don’t you worry, we've got it covered.How, you may ask.

For any query, Chargebee’s Support Plugin will show the Plan your customers have subscribed to.

Now, with this info, you can set-up SLA rules & always be there for customers who need you the most.

For any query, Chargebee’s Support Plugin will show the Plan your customers have subscribed to.

There! We’ve showed you how to improve four of your most important customer support metrics with one simple Plugin.

There! We’ve showed you how to improve four of your most important customer support metrics with one simple Plugin.

That’s pretty neat, isn’t it?

Are you excited about improving your support metrics?

If you are, then try Chargebee’s Support Plugin today with your

favorite Helpdesk Software:(Go on, click on any of them!)

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