As a Customer Service or Support manager, your performance is most likely based on a few key metrics, like:
- First call resolution
- Average call handling time
- Customer satisfaction
But you’re also on the front lines of improving metrics you don’t have total control over — retention and Net Promoter Scores — which are central to profitability and growth for your entire company. To say your job is important doesn’t begin to cover it. You’re a vital function. But with limited time and resources, there’s only so much you can do.
What if I said you could give these KPIs a vitamin shot (and I mean that in the Russian Olympic Team sense of the word). We’re talking seriousperformance enhancement.
Don’t worry, it’s perfectly safe and completely legal.
And, your customers will love you for it.
It’s so simple.
Why GIFs, Screengrabs & Video are the Customer Support Tools of the Future
Live chats are good. Live chats with screenshots are better. But sending your customers custom-made GIFs, screengrabs or short videos to personally answer their questions?
They won’t see it coming, and they’ll be absolutely delighted.
Sending GIFs, images or videos in response to customer support tickets has an astounding effect on core support KPIs, like first call resolution, average call handling time, and, of course, customer satisfaction.
It’s not just the element of surprise, it’s that visual communication is so much easier to understand than written instructions. If someone has a functionality issue, walking them through each step so they can see exactly what they need to do is so much more helpful than verbal or written instructions alone.
But these visual methods aren’t just advantageous for the customer — they’re more efficient for your team, too. Screengrabs, GIFs and videos can be created in seconds or a few minutes, whereas composing an email could take anywhere from 5 to 15 minutes, and live chats could require even more time (depending on how ‘chatty’ the client is).
And, once you have a screen grab, GIF, or video, you can even use them to populate your FAQ page. Nobody wants to read an FAQ page — but watching it?
There’s a huge desire for that. Why do you think there are so many “How to” videos posted on Youtube?
Visual customer support methods also come with one more very important perk:
When you create a great experience via GIF, your customers just might want to share how amazing you are with their 1001 friends on Twitter, driving up referrals along with your customer support KPIs.
Fast, Easy, Integrated
CloudApp lets you capture GIFs, HD screen recordings and screenshots and convert to shareable links quickly. But did you know that CloudApp also integrates with customer communication apps like Zendesk and Slack?
Check out these use cases with Zendesk and SoundCloud for more ideas on how you can use the power of visual communication to give your KPIs a performance boost.
Do you know your worth to your company? Do your bosses know? What if you had metrics that showed, in black and white, just how much value you bring to the table? What if you brought those metrics into your next performance review – you know, the one in which you ask for a raise?
Forget the “what ifs.” Let’s make this into an “if/then” scenario.
If you bring in real numbers that prove the value you bring to your company into your next review, THEN you’ll get that raise or promotion you’ve been hoping for. Numbers don’t lie. The only trick is in tracking them.
How to Get Numbers that Prove You’re Worth Every Penny of that Promotion
Measuring ROI isn’t a new concept for customer success – metrics are an integral part of the job description. Since customer success is a relatively new field, success managers are typically eager to demonstrate the value of their department to the company, which means the metrics you need most (for when you’re sitting across the table from your boss) are ones you’re probably already tracking.
So let’s talk about the best metrics to tap into.
These metrics are the common ways to measure the core work of customer success as a whole, and your worth in particular.
Your first step is simple, but it might take you a while to come up with the list. You need to quantify all of the things you do. All of the activities, the health checks, the number of companies onboarded. It’s important to know how much you actually do, even though activities can be difficult to measure in terms of impact.
Now let’s look at the classic measure of the efficacy of customer success:
Whether you’re using Google sheets or Excel, spreadsheets are an incredible tool – versatile, robust and necessary for every business and every analyst. But today’s business landscape has shifted dramatically from when Excel was first designed. Even though there are added features, computations and capabilities that help close the gap, the tool still falls short of the needs of most business users.
Plus, it’s boring.
It’s Not Easy to Love a Spreadsheet
You know why spreadsheets don’t exactly excel in the user-friendly department as well as we do. But this has to be the worst: The Terror of the Blank Page (not just for writers anymore!).
With no template, no starting model, not even a hint of what you should (or could) do, the basic blank grid of a spreadsheet is intimidating. And even when you make it over that hurdle, you’re faced with an insurmountable obstacle: it’s nearly impossible to make an Excel spreadsheet look good. Sure, there are table, chart and dashboard functions, if you’ve been trained how to use them, but even then every spreadsheet looks the same.
It doesn’t reflect the nuances of your business.
But it’s not just the looks of the thing that make the program dated.
Functionalities we’ve come to expect in other programs, like collaboration and commenting features, just aren’t there.
You have to explain every little thing. Intuitive it is not.
And, we’ve all been at that meeting where the presenter is referencing numbers from one Excel doc (or a previous version of an Excel doc), while everyone else is looking at numbers from a completely different document. Confusing much?
Hey, Excel isn’t the enemy. And neither is Google sheets. But they’re not exactly our friends either. Collecting, storing and displaying data are vital functions…but there has to be a better way.
I could watch Patrick Stewart facepalm all day. Through the wonder of GIFs, I’ve actually done just that, going into giggle-fits on every rotation.
Looped hilarity aside, GIFs are quickly spreading beyond Reddit and Tumblr and into mainstream marketing, and for good reason. They’re highly effective at achieving the KPIs every marketer wants: Better open rates, more views, and higher conversions. Also, people love ’em.
Email marketers can especially benefit from adding GIFs to their campaigns. In this post, we’ll cover exactly what you need to know about using GIFs to make your email marketing more convincing — and more fun — than ever before.
Nichole is the most passionate, hardest working, fastest learning, fiercely loyal person I’ve ever met. Period. If you get the chance to work with her, not only will she deliver amazing results in whatever she’s doing for you, you’ll never be the same (in a great way!). When Nichole speaks (or writes, or shares curated content, etc.) you’ll listen if you know what’s good for you.
Revenue growth and profitability – are the two metrics the C-Suite cares about the most. They tell you exactly how you did this month or quarter. But do strong sales predict next quarter’s results? Hardly.
What if the C-Suite had a crystal ball that could not only predict their growth and profitability, but give glimpses into the minds of their customers in time to save accounts that might otherwise go under?
We haven’t really had that capability, until now.
Traditionally, Net Promoter Score has been a “lagging indicator.” NPS surveys were typically sent out once a year, or once a quarter at most. There would be a big push to get the survey out, another push to respond, and then a mad dash of trying to piece together what happened during that time to result in the scores received.
But modern NPS programs are different. They can be that crystal ball.
What social media KPIs would you, personally, like to brag about to your boss? More followers than Katy Perry? An original, semi-clever tweet for every minute of the day (and double on Sundays)? The fact that you’re only following one person – the CEO – but you’ve got 636,558 followers, CRUSHING the followers-to-following ratio?
And what if I were to tell you that those are totally pointless?
Chuck ’em. Toss’em. Line the birdcage with them, because they’re yesterday’s news.
Not only are these numbers not true indicators of success, they won’t help you build a more engaged, loyal following on social media. And they won’t help your bottom line.
But other metrics can.
Here are the three social media KPIs that matter:
- Economic Value
Nichole Elizabeth is a dream writer for any blog editor with very high standards for their content. She develops interesting ideas and brings them to life with a fantastic balance of research and persuasive writing that’s easy to read. Our readers loved her post and continue sharing it months after its publish date.
Slack-based Customer Success Ideas to Amaze & Delight Your Customers
Slack customer service has been making headlines in tech communities. Some say it’s a crowd-pleaser and a time-saver, others say the opposite. In short: A few forward-thinking companies are using the Slack not just for internal team communication, but also for customer communications.
If you’ve ever gotten into an argument with a significant other via text message, you know that you can’t express everything with words alone.
Words are awkward.
They can be misleading and confusing or imply the wrong sentiment all together. Use too few words, and the reader thinks you’re callous and uncaring. Use too many and they’ll just think you’re weird. Without the benefit of visual aids, vocal inflections and physical gestures, communication, especially between strangers, is tough.
When it comes to customer service and customer success, clear communication is vital. But clarity isn’t the only goal. That communication also has to be fun and engaging. It has to tell the customer “I care about you, your experience, and your success.” And, each communication should make the client stop and think “Wow, I need to tell my friends about this company.”
There’s a boring definition of conversion, but I prefer to simplify it down to monkeys.
Monkey see. Monkey do.
The “do” is the conversion. But the magic is in the “see.” What does a monkey — or person — see that spurs them into doing? And what gets in the way between the “see” and the “do” that makes “doing” less likely?
Using images to improve conversion rates requires answering those two questions. Essentially, you need an image that creates a desire to take action and reduces any friction.