SCHED* SXSW 2011

event::type Panel → Interactive
Venue: Hilton, Salon D (500 East 4th Street)
Speaker: Jon Spenceley, Frank Eliason, Frederick Mendler, Michelle Kostya
About: Please hold...your call is important to us. Even though the automated phone message tells you so, how often do you really feel important? This panel is about how to make all your customers feel like super stars and how to incorporate support into your core business. When someone calls into FreshBooks during business hours, a real person answers the phone. Rackspace coined the term Fanatical Support and act on it every day - with live chat, phone support and email support. GetSatisfaction has developed an entire toolset to make interacting with customers easy and fun. Zappos has turned their customer service style into a mythology other companies emulate. All of these companies put support at the core of their business model to turn customers into repeat customers and repeat customers into evangelists. In this panel, we'll tell you the results for both your business and for your customers we see from doing support in-house . We'll show you how to make this happen for your business, like hiring the right people, structuring your support team, and explaining what it takes to be a true Support Rockstar. Hint: It's all about having the right attitude and rethinking "customer support" as "customer advocates." Reinventing your company culture to run on customer support may sound difficult, but all it really takes is a commitment to providing your customers with the best experience possible - and the payoffs are absolutely worth it.