CC Conference | The Most Personal Customer Service Experience by Danae Brooker https://padlet.com/danaebrooker/11c1qnglazfowuh9 Danae Brooker en-us 2022-04-29 15:32:20 UTC 2025-11-17 04:20:19 UTC hello@padlet.com https://padlet-uploads.storage.googleapis.com/1636820214/5af0f50ce8564868fb5a57ae933832d0/__icon_Reversed_RGB.png Thought Starters danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2164499958 2022-04-29 15:32:20 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2164499958 What is needed to deliver on this promise? danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2164507250 2022-04-29 15:36:54 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2164507250 What is the long-term vision? danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2164509642 2022-04-29 15:38:33 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2164509642 Is there a MVP that would help achieve this goal? danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2166088955 2022-05-02 00:07:08 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2166088955 https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168983149 Accurate customer communication through journey]]> 2022-05-03 21:27:01 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168983149 One phone number for Customers danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168984517 Keep it simple
Revamp IVR]]> 2022-05-03 21:28:43 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168984517 Make it simple for customer danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168985810 Improve accessibility of the service
Global vanity phone ending with PENS]]> 2022-05-03 21:30:13 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168985810 Blockers danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168986636 Commission 
Reporting
Would it increase wait time or transfers?]]> 2022-05-03 21:31:24 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168986636 Can they all end in xPENS danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168988202 Or end in 1-800-PENS-COM]]> 2022-05-03 21:33:25 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168988202 Simplify ordering process danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168990155 In and out in 1-minute
Notify me when OOS is in stock]]> 2022-05-03 21:35:43 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168990155 CS can help customer shop danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168992733 Co-browsing feature is great for customer
focus on product options and make it easy to pick right logo]]> 2022-05-03 21:39:05 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168992733 No Co-Browse Feature danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168993679 Explore if ABC can feature this
Is this a service that can be turned on?]]> 2022-05-03 21:39:57 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168993679 See if service can be turned on danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168994677 Test for Impact]]> 2022-05-03 21:41:08 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168994677 1-Click Reorder danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168996174 Today - reorders are clunky and manual
Prompt a sales call to upsell/cross-sell]]> 2022-05-03 21:42:47 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168996174 Easy for Customer to Reorder danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168999737 Can be scheduled
Subscription Service
Prompt to upsell/cross-sell
Serve up "you might like" product options


]]> 2022-05-03 21:46:09 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2168999737 Sample of FTBs danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169001457 After 13-weeks, offer a triggered email
Prompt telesales for upsell call
Test impact of test]]> 2022-05-03 21:47:57 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169001457 UX/Triggered Campaigns Need to be Developed danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169002780 2022-05-03 21:49:34 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169002780 Customer Lifecycle Visibility danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169003601 2022-05-03 21:50:31 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169003601 No where an agent can find customer information in one place danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169004169 2022-05-03 21:51:08 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169004169 Improves Customer Experience danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169005149 One-stop shop
First call resolution
Personalize interactions

]]> 2022-05-03 21:52:18 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169005149 Matrix fully implemented danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169005977 2022-05-03 21:53:05 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169005977 Agents put themselves in their customers' shoes danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169007004 2022-05-03 21:54:08 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169007004 Agents must think like a customer danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169008748 Implement 6-emotional drivers
Agent to be given autonomy to make it right
Why would an agent do this?
- better NPS results in higher commission
- better recognition]]> 2022-05-03 21:56:13 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169008748 None danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169009179 2022-05-03 21:56:37 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169009179 Better communicate danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169010239 Tools
Culture
New commission
Recognition & reward
Understanding WHY]]> 2022-05-03 21:58:09 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169010239 Self Service First danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169011905 2022-05-03 22:00:23 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169011905 Only human interaction if your can't do it yourself danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169012418 Benefit - customers want self service

]]> 2022-05-03 22:01:01 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169012418 Account Management / BOT Technology / Webchat danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169014481 UX for Automated Session/Marketing
Encourage "My Account"
Encourage Webchat]]> 2022-05-03 22:03:48 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169014481 Better communication to encourage My Account signup danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169015278 2022-05-03 22:05:04 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169015278 Better Packaging Experience danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169020162 2022-05-03 22:11:50 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169020162 Surprise and Delight Customers danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169020815 Branded Package, sample, thank you card]]> 2022-05-03 22:12:51 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169020815 Costs & Fulfillment danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169023046 2022-05-03 22:15:36 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169023046 Baby Steps danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169023913 Upgrade the box
Repeat the Thank You card with an offer
Test Samples / Premiums included
Test adding a catalog

]]> 2022-05-03 22:16:52 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169023913 Make it Right Guarantee danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169025194 2022-05-03 22:18:30 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169025194 All Customers will be guaranteed to get their products perfect danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169025763 will improve NPS and Retention]]> 2022-05-03 22:19:14 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169025763 Technology danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169026072 OTTC - top priority
Matrix
Site improvements]]> 2022-05-03 22:19:42 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169026072 After OTTC, test the "Make it Right" Guarantee in select market danaebrooker https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169026739 See impact on retention and NPS to determine if it outweighs cost of returns/refunds]]> 2022-05-03 22:20:37 UTC https://padlet.com/danaebrooker/11c1qnglazfowuh9/wish/2169026739