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The Bonobos Ninjas Handbook to Customer Service
60 minutes
5-10 minutes!

Introduction to
speakers and go
over agenda
35-40 minutes!

Webinar
discussion
15 minutes!

Closing and
Desk.com Demo
Kevin Baldacci Cole Sickler
Moderator	
   Speaker	
  
Desk.com’s
Content Marketing
Analyst
Ninja Chief of Staff
1.  Introductions and Housekeeping Items
2.  Who are the Bonobos Ninjas?
3.  The Ninja’s Customer Service Goals
4.  The Downfall of Gmail for Customer Support
5.  3ThingsYou Can Implement By the End of theWeek
6.  10 minutes of what’s under the hood of Desk.com
Facts & Learning Points
Questions to 
@Desk or @bonobosninjas
The Bonobos Ninjas Handbook to Customer Service
The Customer Service Team:
The Bonobos
Ninjas	
  
30 Ninjas on
the team!	
  
Question #1
Give us some background on
the Bonobos Ninjas and why
you formed this unique
support team.
Early challenge: new company and new brand
The Ninjas: not	
  your	
  Grandpa’s	
  customer	
  service	
  
Ninja Fun typically leads to customers
wanting to join in
Question #2
What are some of the
benefits that you have seen
from having a company well-
known for their customer
service?
Word of Mouth/Buzz	
  
§  People WANT to talk about a
good customer service
experience
§  New customers often shop with
Bonobos because of their
reputation for world-class service
“Do what you do so well that they will want to see it again
and bring their friends.”
– Walt Disney	
  
Trust	
  
§  Converts 1-time buyers into
long-term customers
§  Returning customers trust the
Ninjas – gives them a lot of
latitude for error	
  
3 in 5 Americans would try a new brand for a better
service experience.
– American Express Survey, 2011	
  
Make Up for Other Areas	
  
§  Bonobos is small and new – they make mistakes like
all companies do
§  Customers know that if Bonobos makes a mistake,
the Ninjas will always do everything they can to
correct it	
  
Oklahoma fans showing us
how they sport their
Bonobos
Customer sharing some
Bonobos love on the interwebs
#CustomerLove	
  
Question #3
What are some of the goals
you have for the Ninjas? What
are the specific metrics that
you measure?
Ninja Service Goals	
  
§  Provide	
  quality,	
  
personable	
  service	
  
§  We	
  keep	
  the	
  Ninjas	
  
sharp	
  through	
  peer	
  
review	
  –	
  AKA	
  Peer	
  
Pong	
  
Peer Pong	
  
§  Once	
  a	
  month,	
  Ninjas	
  are	
  
given	
  a	
  sample	
  of	
  another	
  
Ninja’s	
  customer	
  
interacBons.	
  	
  
§  Review	
  and	
  grade	
  the	
  emails	
  
then	
  meet	
  to	
  discuss	
  how	
  
peer	
  can	
  improve	
  
§  The	
  vast	
  majority	
  is	
  ranked:	
  
EXCELLENT	
  
Strive for the bestemail ratings
Screenshot of Desk.com Reporting
Respond to every
phone call in
30 seconds
The Ninjas often hit this
over 90% of the time
Respond to each email in 24 hours
Screenshot of Desk.com Reporting
Question #4
Prior to using Desk.com, what
were you using for customer
support? What are some of the
results you have seen from using a
tool such as Desk.com?
Shared Gmail Inbox	
  
§  Used to print out the day’s
cases and manually cross
them off
§  Really easy to accidentally
work the same case
§  A lot of dropped cases as
customer base grew
Upgraded to Slightly Better Platform	
  
§  Upgraded to a customer
service platform
§  Hard to manage, limited
metrics, required constant
developer support
Desk.com!	
  
§  Plug and go, filters &
prioritization, metrics
for progress
§  Desk.com prioritizing
and filtering = far
superior to old
approach
Desk.com Filters and Priorities	
  
General Q Filters Task Force Filters
Screenshot of Desk.com Filters
Question #5
What are some best practices
you have for our audience?
What can they implement by
the end of the week?
Segment cases by category and
time received	
  
§  This achieves two things:
1.  Makes it easier to see and understand the day’s
tasks and what you need to prioritize
2.  Breaks up the volume
§  Makes the mountain appear
smaller to the team	
  
Divide and Conquer the
Day’s Work	
  
§  Working on the same task all
day can burn a ninja out –
switch it up
§  Divide up the team into task
forces
Empower your Customer Service Team
to actually HELP customers	
  
§  It is called Customer Service for a reason
§  A Customer Service Team’s goal should be creating
positive customer outcomes…period.
Make it fun for your employees	
  
If your employees are having fun on the job,
they will deliver	
  
“Our ninjas will provide safe service” “How do you do formal Friday?”
THANK YOU!
Stay tuned for the Bonobos
Discount and 15-minute
Desk.com Demo

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The Bonobos Ninjas Handbook to Customer Service

  • 2. 60 minutes 5-10 minutes! Introduction to speakers and go over agenda 35-40 minutes! Webinar discussion 15 minutes! Closing and Desk.com Demo Kevin Baldacci Cole Sickler Moderator   Speaker   Desk.com’s Content Marketing Analyst Ninja Chief of Staff
  • 3. 1.  Introductions and Housekeeping Items 2.  Who are the Bonobos Ninjas? 3.  The Ninja’s Customer Service Goals 4.  The Downfall of Gmail for Customer Support 5.  3ThingsYou Can Implement By the End of theWeek 6.  10 minutes of what’s under the hood of Desk.com
  • 4. Facts & Learning Points Questions to @Desk or @bonobosninjas
  • 6. The Customer Service Team: The Bonobos Ninjas   30 Ninjas on the team!  
  • 7. Question #1 Give us some background on the Bonobos Ninjas and why you formed this unique support team.
  • 8. Early challenge: new company and new brand The Ninjas: not  your  Grandpa’s  customer  service   Ninja Fun typically leads to customers wanting to join in
  • 9. Question #2 What are some of the benefits that you have seen from having a company well- known for their customer service?
  • 10. Word of Mouth/Buzz   §  People WANT to talk about a good customer service experience §  New customers often shop with Bonobos because of their reputation for world-class service “Do what you do so well that they will want to see it again and bring their friends.” – Walt Disney  
  • 11. Trust   §  Converts 1-time buyers into long-term customers §  Returning customers trust the Ninjas – gives them a lot of latitude for error   3 in 5 Americans would try a new brand for a better service experience. – American Express Survey, 2011  
  • 12. Make Up for Other Areas   §  Bonobos is small and new – they make mistakes like all companies do §  Customers know that if Bonobos makes a mistake, the Ninjas will always do everything they can to correct it  
  • 13. Oklahoma fans showing us how they sport their Bonobos Customer sharing some Bonobos love on the interwebs #CustomerLove  
  • 14. Question #3 What are some of the goals you have for the Ninjas? What are the specific metrics that you measure?
  • 15. Ninja Service Goals   §  Provide  quality,   personable  service   §  We  keep  the  Ninjas   sharp  through  peer   review  –  AKA  Peer   Pong  
  • 16. Peer Pong   §  Once  a  month,  Ninjas  are   given  a  sample  of  another   Ninja’s  customer   interacBons.     §  Review  and  grade  the  emails   then  meet  to  discuss  how   peer  can  improve   §  The  vast  majority  is  ranked:   EXCELLENT  
  • 17. Strive for the bestemail ratings Screenshot of Desk.com Reporting
  • 18. Respond to every phone call in 30 seconds The Ninjas often hit this over 90% of the time
  • 19. Respond to each email in 24 hours Screenshot of Desk.com Reporting
  • 20. Question #4 Prior to using Desk.com, what were you using for customer support? What are some of the results you have seen from using a tool such as Desk.com?
  • 21. Shared Gmail Inbox   §  Used to print out the day’s cases and manually cross them off §  Really easy to accidentally work the same case §  A lot of dropped cases as customer base grew
  • 22. Upgraded to Slightly Better Platform   §  Upgraded to a customer service platform §  Hard to manage, limited metrics, required constant developer support
  • 23. Desk.com!   §  Plug and go, filters & prioritization, metrics for progress §  Desk.com prioritizing and filtering = far superior to old approach
  • 24. Desk.com Filters and Priorities   General Q Filters Task Force Filters Screenshot of Desk.com Filters
  • 25. Question #5 What are some best practices you have for our audience? What can they implement by the end of the week?
  • 26. Segment cases by category and time received   §  This achieves two things: 1.  Makes it easier to see and understand the day’s tasks and what you need to prioritize 2.  Breaks up the volume §  Makes the mountain appear smaller to the team  
  • 27. Divide and Conquer the Day’s Work   §  Working on the same task all day can burn a ninja out – switch it up §  Divide up the team into task forces
  • 28. Empower your Customer Service Team to actually HELP customers   §  It is called Customer Service for a reason §  A Customer Service Team’s goal should be creating positive customer outcomes…period.
  • 29. Make it fun for your employees   If your employees are having fun on the job, they will deliver   “Our ninjas will provide safe service” “How do you do formal Friday?”
  • 30. THANK YOU! Stay tuned for the Bonobos Discount and 15-minute Desk.com Demo