![]() ![]() Companies trying to be as “customer obsessed” as Netflix should also make data-based decisions. ![]() They send out surveys designed specifically to understand how customers think. Part of the company’s obsession with data is collecting feedback directly from customers. Netflix is notorious for taking a data-based approach to their customer experience, which they dub “consumer science.” The company tests hypotheses, obsessively analyzes what a person watches and what they watch next in order to create the most personalized digital experiences. Discover the best help desk software solutions today.ĥ) Ask for feedback, directly from customers Because the company provided in-the-moment support, it not only provided an immediate resolution, but also built brand goodwill. Had Netflix waited until Monday morning to help this customer, during “regular” business hours, the company could have lost this customer forever. They soon fixed the problem and apologized.” Considering it was a Sunday night, the phone was answered swiftly and politely. ![]() After numerous attempts failed, we rang up the helpline. It didn’t recognize our password on the first attempt. ![]() One customer recounts a problem she encountered when she was a new subscriber. Learn how to automatically resolve customer service inquiries at the industry’s highest rate over messaging, chat, email, and voice with our helpdesk AI solutions. In order to provide superior support, Netflix not only offers self-help solutions to many problems through a robust help center, but also provides English live support 24/7 through live chat or via phone 5. People consume content all the time and issues arise on weekends, holidays and after hours. And they are doing something right: Netflix registers an astounding 93% conversion rate on free trials 4. This way, customers can reply immediately if there are any pressing questions or easily refer to the email if a question ever arises. Whether it’s sending personalized emails with ideas of what to watch tonight (meticulously curated, of course), but also as soon as a person signs up for a free trial.Īs soon as a customer signs up, they are personally welcomed and provided key information and pointed in the direction of when, where and how to get in touch if they ever encounter a problem. The company, though, deploys proactive support across the customer journey. We explored earlier how Netflix is proactive when there is a widespread technical issue that could provide a hiccup in someone’s streaming experience. 3”Ĭlick here for the 15 best customer experience tools to elevate CX.ģ) Be proactive and anticipate the next touch At the time of the chat transcript going viral, Brent Wickens, Netflix’s vice president of global customer support, said: “We really allow support agents to be themselves. In one well-reported customer service story out of Netflix, Mike Mears, a customer service representative, engaged in an entire chat with a customer having a streaming issue in character in a Star Wars persona without breaking character. A former employee recalled the company encouraging that agents have “at least one moment in a phone call where you would relate to a customer.” Humanizing support with jokes and personal stories. Netflix agents are encouraged to solve the problem without transferring to other agents.Īgents are also empowered to be personal. Perhaps because of this lack of pressure to drive revenue, agents are focused on solving the specific issue a customer is having. The company’s business model relies on a flat subscription rate so agents are not under pressure to upsell a customer when they are speaking to them. 2) Empower agents to be individuals and focus on full resolution ![]()
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