In this recorded webinar, Desk.com rolls up their sleeves and shoots straight with the Bonobos Ninjas asking about their secret sauce to providing world-class customer service and how they gained a competitive edge for their business.

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