 Because for breakfast next we have a support version and we have a development version now you should have a support Please welcome Mr. Rupal Hello everyone So we are enjoying the work here right? So I am going to talk about support for a workplace related business group I mean how we can grow a business by providing better support So I will start by thanking the organizers in this beautiful city So, give a big hand to the audience So I am going to discuss about why providing better support is important How it can help to make you grow your business and how you can provide better support We kind of all know how to do things We all provide support to our customers because if you are a freelancer, you have to provide support to your clients Then you definitely have clients and when there is a product or service you definitely need to give them support time to time And there are many tricks I will try to highlight some of the main ways of providing better support So at first let's see what we generally understand of what are the things in customer support Well in customer support it's not very tough, it's easy, it's enough to provide fast First support is somehow related to your business You want to make your profit go high We will be talking about technical staffs and lots of other things are actually related to support So let me get inside Different types of customer support Let me highlight a few because there are different types of support You can provide support over the phone You can provide support over live chat You can provide support over email You can provide support through forums, through social media You can also allow screen sharing You can create a rich knowledge base that will also help you in providing support to your customers And obviously you can use any ticketing system Now before I totally get into this, I have a question How can you solve all customer related problems in just one minute? Solving all customer problems in just one minute Anyone? By listening to them? By listening to them you can solve all the problems in one minute Any other idea? Say sorry, well we need to think some more time to Say sorry, that's why we're sorry Any other ideas? I don't know Are you really close? I think that's true Both of us are really close And are you really happy? Moving to a new world That's a really nice idea My idea is, delete them all If you don't have any clients, you don't have to provide any support That's it But that's not what our target is Because if there is no customers, there's no money, there's no business Then we can definitely go to a remote island Go our own firm But as we are not planning to do that right now So let's see how we can provide better support So why better customer support is important I have divided it in two parts Like from the company's perspective And from the customer's view point I mean why the customer thinks it's important And why the company thinks it should be important From the customer's view point The one who uses your product with less support Definitely nobody wants to buy a product And then spend hours trying to figure out how to make this work He won't really be happy For example, like you buy a TV from a store And then it doesn't start on And you're reading the manual for hours You are clicking on all the buttons in the newsletter This is my next programming model You will want that You want the manual That's why all products come with the manual So you can easily find out how you can turn it on How you can change the channels How you can make the volume up and down and other stuff So it's really important that we make it easy for them We use your product If it's easier, there will now be a problem Because you buy something and instantly you can start using it You will love it If you have to wait, they won't probably like it Somebody to be there for them when they are in trouble That's the same example For example, like you buy a van and you are having a problem You need to go to office but the car is not starting Now we are calling the car company and they are saying Like, well, we will let you know in eight hours from now If you will provide support or not Will you be happy about that? Nobody is going to be happy about that If they say, well, okay, we understand the situation It's very urgent and we give it a high priority Let me check right now if we have any available technician And if we have, I will send it in a weird way right now Then you will be like, okay, the company cares about me So they know, okay, if I buy a car from this company They will be always there if I'm in trouble Or if I'm facing a problem So I can move on, they are always there That's why, that's the worst one Now let's see why Let's see from a company's viewpoint Why support is important Everybody wants to communicate with their customers Now if you have a bigger customer base It's not really easy to talk to them always Like if you send them an email Like, hey, which of our products do you like most? You can expect everyone will reply to you And you can expect everyone will be giving enough time To explain things like, okay, for this reason I like this feature, for this reason I don't like this feature But when you are providing support They want to spend time with you And you don't have to chase them They have already come to you They are talking to the problem So fix their problem first and then When they are happy, you can ask them Okay, what do you think? Which of our products is really very good Or what feature do you want? Or how can you be more happy with your company So you get some quality time with your customers Or your clients So this is really important for our business Customer retention is highly less expensive Than customer acquisition You have a couple of clients who are already paying you So you can make them happy easily Because they are continuously paying you Because they have a trust in you already If they didn't trust you, they wouldn't be paying you Now if you want to acquire new clients And new customers, then at first You have to arm their trust Because we don't give money to people who might not trust We give money to those people and to those people who we trust So you have to arm their trust And for earning them, you have to work more You have to advertise, you have to spend money And lots of other stuff So it's easier to retain the customers who are already there And you can make the people stay with you By providing better support Because they are already customers, they are with you With better support, you can keep them for longer Existing customers are more likely to pay you The new customers As I already said, trust issue is there When a customer is already paying you for 6 months It's more likely that you will continue But if you acquire new customers, you don't know how much they trust you Or if they really need your product But the person who is already using your company products for 6 months That means definitely your products are within his needs range And what he needs, that matches with your products So it's easier, and customers who are already with you for a long time They are more likely to pay rather than new customers So how you can make them happy You can make your existing customers happy By providing better support And there's more to discuss about this I'm coming to this later Customers will pay more for better customer service For example, the same form Just a form with same features, same specification, everything One company says, okay, we'll provide support for 2 years Anything happens to a form, we'll replace it We'll fix it, we'll provide support Don't worry about that Enjoy using it And there's another company who says, okay I'll be selling the product, you need to give me 5 bucks less But we'll provide support You buy it, you take it, then I don't know it Normally, which one do you take? Will you buy a phone with more support at all Even though it's 5 bucks less? Normally, you wouldn't do that And that's how everyone thinks So if you can provide better support Then customers will pay more Now, as I was saying Better customer support helps in retaining customers longer Today, you've got a new customer And if you can give me better support Then you'll think, okay, I've got somebody in my back To support me, to help me in my problems So tell me, but you will stay But you will reply, he comes to you And he finds out that, well, these people Don't care about me at all When I'm in trouble, I can preach them I have to struggle really hard To get hold of them So if you want to make your customers stay You have to provide them better support You have seen building brand networks Like, when people are happy They talk to their friends and family about this When I buy a nice phone and I'm happy with that I'm totally happy I'm getting a good service The picture is nice I'm more likely to help this To my friends, say, I got a new phone And the phone is really good The game is really great offer The same if I have any kind of travel It will help me fix that in two years So people who are all real customers Know about you, but the people around that customer Will also know about you If you provide better support And where the phone is really, really important We trust more what we hear from our friends and family Rather than looking at some random address names That's what I just say Work of mouth is one of the most powerful Kind of address names For example, I'm going in the car And I should see a billboard of a mother company They say, okay, we have the best coverage Blah blah blah And then I ask my friend, hey, how's this company Have you used it? He's like, okay, I have used it I'm not totally happy about the coverage Will you trust the billboard Or will you trust your friend? You're going to trust your friend So word of mouth, promotion is a really, very powerful type And if you want your clients to say Where things about you You have to provide better support Customer support is more important than price As I say, four minutes ago Even if the price is a little bit higher But if you can prove That you will provide better support And if your reputation is good Reputation becomes good When people talk good things about you It's all related So customers are willing to pay more When they know that someone is at their back And they don't have any problem Using your services or products So support is really important Customer support helps in market research When you are thinking of bringing A new product or service You need to know what will go in the market And what people want, what people need And for example If you make a rocket fuel in a country Who doesn't have any rocket That's not really a good decision You have to understand what this market needs People who need to migrate their site If you offer them optimization It's not a proper way to communicate with them Rather, try to find out what people need And how you can find out You can update customers Because they're all the same So if you bring up a new product You can ask them well What else do you think you need from a company? How we could do better? What more features do you want? So they're all the same They'll be okay I think if you add this feature I think your product will be better And when you implement those features They become more happy Okay, the company listened to me They gave my decisions a priority So they become happy And they pay more and they business more Better customer support Helps in improving employee hardware How? Suppose you're looking for a job Now you have two offers One from a big, reputed company And one from a company they have never heard So how the big company do big Because they have a bigger client base They have a good reputation Because the product they provide Better support and the products are good That's how the company grows And gets the good reputation Obviously, you'd like to work In the company which is more reputed I mean, for example You've got an offer for a job in a company Which is not very popular And people don't save They book things about the company Like their dollars or other staffs You will probably consider Getting a job in there But if you get an offer from a company About which people save So many good things Like the products are awesome The people are awesome They always help us They give us priority They give us importance You will probably be part Be part of that company Because you'll be proud When you're part of a reputed And a good and worse company Which company? People think it's a good company That gives you some kind of pride In working in that company It also helps a new partnership And other opportunities For example, new product Is for migration And now another company Does have a product for backups Now, if you have a good reputation Like in the market people say Okay, this company is really good The product is good Their service is really good Why don't we have any problem We get instant support So other companies If they are looking for something Similar to your company They will prefer your company Because we are providing you with support So you're getting more trust from the people So there's a chance That your business will grow So it's more likely That people will be interested here In partnership Or other opportunities They will look into view Rather than in the company Who doesn't care about their customers And when you provide better support It makes your competition easier For a similar type of product In a certain market If you can provide better support For the similar products More likely people will come to you Because all the products Are the same dust So what people will find Okay, I need to migrate There are a couple of options But this company has Very good reputation For providing support I think if I say A problem in partnership They are always there I can get an instant view So instead of Other companies offering the same product They'll be coming to you So it makes your competition A little easier Now these satisfied customers Spread the word More than happy customers They're coming to your company And he's not happy with your service Or if you didn't give him priority He's sad about your company He'll tell almost like everyone He may say They're not good I didn't get a better service from them Don't go to them The amount of this negative market Being is really high Because normally We talk to people Okay, I didn't have a good service with them I really didn't like their service So it's risky for our business Probably that was a specific case But for one bad customer You were getting a bad reputation And probably you were losing Some potential clients Who may be here Hey, yeah So it's really important To provide better support To make people happy So they're not be satisfied And they are not spreading bad words About their company So it will grow Now let me show you some little statistics I won't go much together into that Like with the statistics I'll try to show why providing support Is important About how the world is going Right now 64.7% of companies Provide support through Facebook Facebook is a social network It's not for providing support It's for making friends Having fun But why companies are providing support Through social media and Facebook Because it's important And they want to reach you out Because they want to provide you support If support was not important They wouldn't have the social media To provide you support And according to Dialogue America I have the link in the slide I'll upload it And share it with you All later LinkedIn Has 8.5% share 8.5% companies Try to provide support through LinkedIn 10.2% people try to Provide support through YouTube And 80.6% companies Try to provide support through Twitter So these are the main social networks And if providing support was not important These companies wouldn't think About providing support In the social media Social media is for socializing And people They are coming to that To provide support Because it's important And it's very important To make the business grow According to Conversed social Support over Twitter Increased 250% So if providing support Wasn't important Why did it grow this much? Because companies are now Understanding if you can Provide better support You can make people happy And you'll be losing Customers at the end of the day So we can easily understand That providing support Is a really important thing And we need to Put some effort on that Can you see the numbers? According to an article And study of Harvard Business School In a case A company increased 5% in customer retention And that armed them Up to 95% more profit That's a specific case But that's how it can happen For a company too According to them If you can retain High percentage of customers Chances are there You'll get You'll get a better position By growing your business From 25% to 95% So retaining customers Is important And providing better support Is a quick and easy way To make your customers stay with you Now, how we can Provide better support It's an endless topic There are no specific ways There are lots of ways And you can always Improvise yourself There are most new things But I'll try to Show some key points I mean, you should really Keep these things in your mind When you're providing support At first, you have to have The willingness to help If you're not willing to help You can't help Then you have to have patience Because when some customer Is in trouble He's panicking He wants it to get fixed Like right now So you have to be really patient And listen to them What the problem is What they want from you And then Understand what they're saying Try to understand What they're saying If you don't understand What their problem is You can provide better support You have to listen to them And then you have to Identify exactly Where the problem is Because we are the technical person But most of our clients Or maybe our clients We can expect them To be a high level developer Because if they Were done by themselves They would have done it by now They wouldn't be taking you For support So you have to identify And you have to be very friendly Like if you're good to your customers Like if someone comes to you Like hey, my site is broken I'm saying like Why you broke your site You can say it like that You have to complain You can blame them It's not their fault So you have to say Well, don't worry We're here We're your friends Don't worry at all I can pray But let me help you Just tell me What the problem is Let me try to help you Then you will come down A little bit And you will eventually Feel like I have a friend in the company He is very much willing to help me So now I can come down A little bit Then he will be starting To speak And then he can Eventually solve the problem for you You have to explain It's like If you don't have Support available right now I think You have all your reasons Busy right now You can tell him Pick up again In 4 hours period You can just say that You can explain to him Like Okay I'm trying to get an agent For you right now Let me see Who is available And if no one is available Right now You can explain Okay All our agents Are busy right now So it might take a little time We're really sorry For the delay But we'll try to Get back to you As soon as we can So when we explain They understand Okay, they might be busy I can be a little patient So you can buy Some time from them For fixing their problem Implement Many times You can tell your customers Okay this is the way You can fix it Here's the solution But You can try to Implement it for them Not in all cases But They're in a problem So if you tell them Okay Let me try to fix this For you And with his permission Take permission You must take permission Before Before changing anything Inside There's a funny part About that So ask Ask to him Like can I make Some little changes In this part on your site If he says yes You can tell him Okay You can Take a complete backup Up to your site So you can roll it back To the current state If anything goes wrong He takes the backup Then with his permission If you implement The solution inside He'll be more happy Rather than Rather than Just giving him the solution Okay follow this instruction And do it And your problem will be solved Because He says that He'll help him more He will implement it On behalf of them So they can relax They feel it's easier To get support And they will be happier With him Now Some key points When you're providing support You cannot say The client that you are talking about There are two rules The customer is always right And if he's not always right You need the rule of law Another important thing Is managing customer expectation A customer comes to you And say Hey I need to build a rocket Can you build it for me? You say Sorry you don't build rocket Say like What type of company do you You don't build rocket I need a rocket and a new Well You have to manage expectation Like okay You need a rocket Probably in the future We'll grow so big That we'll Make a big rocket And probably You'll be your Priority customer The first people Who can try our rocket But right now We are little busy Over making plugins And games Give us some time We'll come to you Right now our capacity is Building plugins and things But they think you will be the rocket Rocket Yeah We hate when we're human Don't We hate like your relation We Suppose a person Hates you And saying Well my side is broken And you will just Pop it past your line So he feels like This is an automated response You were a human And you were working So don't Behave like you were a machine We don't Like to talk to a machine When you have a problem If somebody just Okay Go talk to the robot He will give you an answer How you would feel But if somebody comes to you And shows you Okay I'm a person like you So I know These problems can happen So Explaining things Behave like a human Then you will be More happy Okay I'm talking to a human About a robot So this is really important for Like making oneself You are also a human You can work 24-7 You can Write 10,000 lines of coding In just 5 minutes So you have to Be really careful as a human And as I said before You really have to be very patient Because most of the time When people are in trouble Be kind Because you have a life Side is broken You have like One million traffic In one hour So you are losing traffic You are losing money So you will definitely freak out If your side is down So you have to be patient You have to say Okay I'm trying my level best So as fast as I can I'll provide you some support But tell me What the problem is When you ask him Can you please tell me What the problem is You can't expect him Directly say Okay this Exactly is my problem Because probably he doesn't know What the exact problem is So you have to be patient You have to ask him Different type of questions And try to I look like what the problem is You have to be very friendly That I explained a minute ago Like people love to talk with their friends I don't I don't love to talk with people But I'm not friendly I'm trying to talk to somebody And he is being very rude And he doesn't want to talk to me I won't feel comfortable talking to him But if I go to a person And the person is really friendly I would love to talk to him more So when you are trying To solve the problem You need more details From him So be very friendly So he can feel like Okay I'm talking with a friend I can share many things Like probably he did something That prophesied He might not share it with the company But when he says Okay the company is friendly I can share anything with them They will explain more details And that will help you In fixing the problem And providing their support Put high attention to details You can't expect your customers To touch every key point And specify Okay I have a problem In exact this file On this number On this number On this line At this function He probably won't be explaining this to you From his details He is saying Okay my images are not coming So from this You have to give attention to his Images Those are not sure These are the key points You have to give attention to that Then he will say Okay which functions are Showing those images Then you can I'm fine okay Where the problem might be Check similar issues in the past For example You have a party And your customer came to you And saying Okay my sign is showing a white stick It's not showing anything Now you can give more time To start travel shooting From the ground And then find out Why this problem happened Or you can quickly start The previous tickets And see if there was Any previous issue Like this Because there is a chance That he is having the same problem Another guy had before So you can easily see The solutions provided For similar type of cases Of the same cases before So you can provide him The solution faster And when you provide fast support People love it Create regional visits It really helps you And saves you time For example There are Like things Which you can store In college ways College ways So When people have Some generic question Or there are some Solutions which are Most frequently asked You can point them To the college ways So they can Read the college ways Get an idea Okay about the things You can ask Okay I agree But I have Conclusion on this specific part So you can tell Okay you can fix this part Like this way So that will cut down Support time And you can provide Fast support He gets the faster solution He becomes happy And he will eventually Pay more Hopefully Don't hesitate to apologise We all are human All softwares Can have problems But we will say like No my softwares Can have any problem I don't believe it It would be like that If you find out That that was a bug Or that was a problem From your side That's not client's fault You can apologise That will make the patient That will make them Found out we can sell it Okay this was Totally unspecting We are really sorry For the inconvenience But let me try to help We will try to fix this As soon as possible That will calm you down And I mean Probably he won't get More anger He will come down And he will initially Be happy when you Provide him support So don't hesitate To apologise And respond fast That's what I also think In different slides You have to respond fast Someone coming To your side For example Suppose you provide Support through Live chat system And someone Is in the queue For three hours Any of you Will stay In the chat queue For three hours You won't So what do you want When you have a problem You want faster support You may as soon As possible The company should give you Support and company Should fix the problem So try to cut down The wedding time Try to provide support As fast as it can And battery is very important Your customer Is having a problem And you are like Dragging jokes to him You are laughing Without any reason You won't feel good So when he is In a problem Try to show That okay You understand You are not also Feeling good about that You are very serious About this issue And you are trying to help So try to Understand their emotion And go in that way And continuously Try to make your Support better Because every business Is different Every client base Is different So you have to Check all your previous Decades of support The pattern What type of issues They usually come up with What type of Environmental They are coming up with What's their behavior What they want So if you analyze them You can easily Identify the pattern How you can provide Better support to them By analyzing your previous Decades of all that As far as all the previous Problems you have with them So these are the main things I won't make it any longer Why am I I am a children I work at WP M&M As tech support agent And I am an organizer Of Haka Mita chapter That's all That's a very Very important point Very important So the question is At which point We shouldn't go anywhere And we can't It happens That's like People coming to you For rocket That's included In the part like Managing the expectation From the very beginning Probably in the Knowledge base Or You have to manage Their expectation And try to Make them understand That this is your support For example You can provide For example For example You don't provide Just to develop You only fix your parts So if someone Coming to you Not even using Any of your plugins From different plugins And is Coming to you And tell that I need a completely new feature In this plugin That's not your plugin You are not the person To develop So now you can tell This space that No, we don't provide Support for other plugins You actually Don't provide support For other plugins But you can say it like this Customer and user Like somebody Who is a free user Like you can say Somebody who has a call license And somebody who has a tail license Will your mindset And this move Also change Please imagine Somebody with a tail license A call license And somebody Is just providing For the client If you take that license Yeah Okay That's an important point What we do in our company We don't provide Custom development But when somebody comes And say like Hey, can you just change The color of the header This is beyond our scope But we do it for them Okay, it might take 5 minutes But what's wrong with spending 5 minutes To make a customer happy And stay with you But when people Ask completely tough things Which is totally out Of our scope Then you can tell him Okay, we can do this For you We can do this For you And we can do up To this for you Anything we can do In our scope Because currently We can create a rocket For you But we can create a ship Would you like to have a ship Hope you don't need it But that's what I can do For you So they will See like Okay, this guy's really trying But it's totally beyond his scope So you try to understand Okay Probably I'll have to Find another company For rocket But when the Sell ships And you will not link them To other company That's what it depends on Company Understanding Other companies It's totally A company company It varies For example Like if your company Has appellate with Another company Who provide Customer support Or who create rockets You can easily Divert the traffic To them But if your Company doesn't Have relation To other companies Or if your Company doesn't Think like Pointing to other Companies Then that's A different scenario Because if you Don't have To create If you Tell your customer Okay Go to this company They will help you Support And if they fail They will have A bad experience About you They will be there Actually This is not the end Because They are Pointing that I'll help you If you are Enough to deal I will put This I will put This I will put This I will put This I will put This They will They will Be good They will Wait They will He Wow They will Be good They will be Wait Wait We will Page They will be Wait They will happen So Now Now Now I look at That's not because of your trying to sell in the ship, that's because of showing that you are trying to help but this is area you are smart. That's what I was trying to do. And about referring to other companies, what I just said, a guy came to a mobile company and wanted a pizza. So that company ordered a pizza and gave it to him. Yeah, that normally happens but sometimes you can do that. That's what I just said. If somebody comes to us, for a little customer development, like I need to change the color of the heater or I need to make it smaller. That's not really our task and that's totally beyond our scope but still we do that sometimes. So you have to understand how to make them happy and how to make, how you can show that you are trying to help. Maybe you can but you have to show that you are trying, you are willing to help. That will make them happy. So at one point we should tell them that we cannot go anymore. That totally depends on your company. You should have a guideline at the very beginning if you want to be very professional. Okay, this is our limit, this is our radius. We might step, we might take one step beyond our border but we cannot come down. Only to take some time. Yeah. For our cases... I see people taking color every day. We want to force ours and we are noticing that this is coming on to everything. Right? So like one week, our staff is trying to do all of that. I think it's that I will stay for about five hours and do the same. One, just one little more of your best. And this thing is happening. And whatever. So, those are radiuses but we are repeating them. And we are not giving up. We are missing them. We are for example building new sites in our hand. Then this is like, okay, we are going to stop. We are going to check. When they come into operation, we will do our job. And they are starting. Well, I think this is one little issue. And we kindly assist with that. Yes, one question. Then we are around. And I will stop with two questions. Maybe to begin with, they need to say like, sorry, what was this like? How did this go? Like this is one of the best questions. So, it's one of the best questions. Yes. Because there are some people, because we're like, first of all, these are really hard questions. And they are getting a little difficult. But I think we can have a moment. I think we can have a moment. Real quick, I did find something that worked with me with that. I started using the time tracker for everything. Even if it's set logic for any little changes. So, I always have that to throw back. You know, I can send a PDF here as well. And it splits. The contract with the scope. And then when it starts to get too much. You know, I'll do a little excerpt when it starts to get too much. I've had that. I sit next to them and say, we need to continue on an hourly basis. When I give them a high hourly rate. When I did that, they started to respect my time a little bit more. That's a very nice word. And that's a very nice way to handle this. And I would say, if you have five suppositions, and then nobody in the queue, if somebody comes and chats for five hours, there's no problem in providing that. Because you're not in a rush. When you're in a rush and everyone is occupying you for like seven to eight hours a day, then at what point you might think, oh, we have to get more. This customer is not that 4D energy. I mean, in that eight hours, you could have probably started to be more. So, it totally depends on the situation. If you're busy, or if you're busy, and how long you're occupying at that. It's a case-based scenario, I think. If you think of customer by customer, you can put a direct guideline on that. Okay, good questions? My time's up. Yeah. Yeah. First of all, sorry. Yeah, yeah. Sorry about that. Thank you. You mentioned that if a customer has an issue, that it's okay to reach out and you actually fix it on behalf of the customer after you've gotten rid of it. Are you afraid by doing that, that you might make customers that are independent of you, or that they think, oh, great. I reach out to these folks and they go fix it for me. So, wouldn't it be better to live in the land and say, hey, I'm happy to show you how you really should get that forward and not independent from you? Well, that's important, but again, this is not a standard guideline. It differs from model is to model. If you have a problem, it comes to you and say, hey, take a day, I'll teach you how the whole car engineering is working. You'll probably say, please, do it for me. I don't want to get involved. Well, if it's something very simple, because if your customer is not that much technically advanced, you can make him large hours to get real attention on what it is about. But it's like, secretly, secretly, you have to go to customize and additionally put these lines on there. So, it also, okay, I can do that. In case, it depends. These lines are not for all the models or all the scenarios, but when you are doing it all the time, they will happen. Sometimes people ask, okay, can you tell me what you did? Then you can obviously say, okay, I did this, and we have this. Resulted in this. So, really, very nice. So, thank you. I hope you're here.