Making A definitive Online Client Administration Experience

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Stuff Happens - Downtime, Paypal, Google, anybody. Poor Customer Service can bring about: ... Use Analytics Google Analytics is free! Have somebody outside your work test and ...

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Making the Ultimate Online Customer-Service Experience Choosing the best possible level of Technology A glance at some of your alternatives Stefan Beeli, Vice President ESP Computer Services

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Overview Online Customer Service-benefits/concerns. Make a definitive website for you Bronze - No Database Interaction Silver-Simple Database Interaction Gold – Sophisticated DB & instruments Tips and Tricks

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Potential Benefits Customer benefits: every minute of every day accessibility Online access to record data Immediate determination Customer self administration and affirmation Publisher benefits: Satisfied client Sell more items/memberships and cross-offer Gain more demographics Analyze obtaining designs Reduce costs

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Think about… You bring to the table online client benefit. Know the answers before beginning. Does it make a difference if there are a couple of issues? Isn't an option that is superior to nothing? Doesn't your cousin do this stuff? How would I know it's functioning? How would I look after it?

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Concerns Stuff Happens - Downtime, Paypal, Google, anybody. Poor Customer Service can bring about: Lost deals Lost notoriety/mark devotion Development expenses can escape hand Ongoing support/administration Difficult to test all situations Security Risks – charge cards, client information Lack of perceivability into what's going on System blunder notices – continuous is ideal… Reporting of lost deals and exchanges –incomplete exchanges

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Bronze - Features FAQ Customer Service contact data General request shapes Basic Forms - New, COA, Renew, Pay Bill

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Bronze Benefits Benefits– Better Customer Service Reduce perplexity, request, quick answers day in and day out Availability. Self Service – possibly bring down costs Perception of your organization

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Bronze Concerns Concerns– No Database association – can't: Customize reestablishment offers Verify sum due Automate exchanges - more exertion/same work Maintenance of website

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Silver Features – Database Interaction with webpage Account diagram Tailor route to client Automation of exchange handling Ability to share data over the web Customized affirmation messages and letters

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Silver Benefits Personalize offers/route/informing Custom restoration/Correct sum due Expose information continuously (door keeping) Easier to arrange extra items Simple up-offer open doors

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Silver Concerns Need to confirm client Expose current customer information to others Interaction is more costly to keep up More intricate to grow new administrations Testing and perceivability turn out to be more troublesome

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Gold Features Features– Ultimate Online XML Web Services Integrated database Interaction Additional self-administration devices Customized pop-ups and informing Custom valuing in view of different buys, demographics, and so forth.. Administration and reporting devices

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Gold Benefits Benefits– Ultimate client benefit Tailored to clients saw needs Cross-up/offering rationale in light of finish record see Open standard (XML) used to interface with destinations/forms Customer benefit for gathering accounts - Warner Invoices produced from late request; receipts created from late installment. Require a continuous database. Continuous and outline reporting

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Gold Concerns Concerns– Interaction is more costly to keep up Additional security concerns Additional multifaceted nature to oversee Works best with ongoing incorporated database

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Tips and Tricks Keep it Simple If your objective is paid memberships, be careful with: Confusing offers/Discount codes Trying to catch an excessive number of demographics Required fields (telephone, email, fax, and so on) Keep client comfort level as a primary concern . Is site secure ? How simple is it to finish the exchange ? Is there affirmation and development?

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Tips and Tricks List client benefit contacts on each page. Continuously Test your webpage – Often Use distinctive programs & PCs Develop an agenda for relapse testing Web server ought to trap blunders and advise progressively by means of email or pager Monitor and gather information all through the exchange procedure. Issues/Payup details. Utilize Analytics – Google Analytics is free! Have somebody outside your work test and assess

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Conclusions Online Customer Service has incredible advantages furthermore costs. Think about them and pick a model that works for you.

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Thanks! Stefan Beeli, Vice President ESP Computer Services

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