value proposition = Guatemala National Park Tikal, Petn, Guatemala - - PowerPoint PPT Presentation

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value proposition = Guatemala National Park Tikal, Petn, Guatemala - - PowerPoint PPT Presentation

Aug 20, 2023 458 likes •806 views

Customer service as a value proposition = Guatemala National Park Tikal, Petn, Guatemala Population: 17 million Internet penetration: 34% About 25 Guatemala official languages 25 About Domain Registry 1. Delegated to Universidad

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SLIDE 1

Customer service as a

value proposition

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SLIDE 2

National Park Tikal, Petén, Guatemala

= Guatemala

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SLIDE 3

About

25 Population:

million

17

Internet penetration:

34%

  • fficial

languages

25

Guatemala

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SLIDE 4

About Domain Registry

  • 1. Delegated to Universidad del Valle de Guatemala

(UVG).

  • 2. Serves the community of the Republic of

Guatemala as well as the global Internet community.

  • 3. 20K+ domain names registered.
  • 4. Fees between USD 20.00 - USD 60.00 per year.
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SLIDE 5

Luis Furlán

Director

Alejandra Reynoso Diego Mejía

Researcher and Developer Customer Service

Gladys Henkes

Customer Service

Karol Fernández

Administrative Assistant

staff

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SLIDE 6

Ivy Contreras

Social Media Specialist:

  • Marketing
  • Advertising
  • Communication

Since 2014.

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SLIDE 7

We do NOT do:

  • Hosting.
  • Website building.
  • Email accounts.
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SLIDE 8

What do

Register domain names

we do?

Focusing on our

customer service!

ONLY!

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SLIDE 9

How

Guatemala Volcanoes

do we do it?

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SLIDE 10

Cycle of service

Describes the complete customer experience within our

  • rganization.

First contact

Requisition

Resolution Feedback

1 2 3 4

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SLIDE 11

Moments of truth

Key events that forms the client’s

  • pinion about

the

  • rganization.

Using the website Customer Service Assistant’s response Welcoming at the office

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Before

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SLIDE 13

Now

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SLIDE 14

Before

Registration form 5 steps

  • 1. Delegation - 2. Admin contact - 3. Tech contact
  • 4. Billing contact - 5. DNS servers
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SLIDE 15

Now

If the information already exists, it will be filled automatically in the reservation form.

Quick registration

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Staff’s client service training

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SLIDE 17

Customer service survey

* Mandatory

Email Address *

Your email address

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We listened to

  • ur clients
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Infographics

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Promotions

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SLIDE 21

Newsletter

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SLIDE 22

Getting closer to

  • ur clients

Atitlan Lake, Sololá, Guatemala

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SLIDE 23

Informative talks

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SLIDE 24

Giveaways

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SLIDE 25

Advertising

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SLIDE 26

Antigua Guatemala

Our results

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www.gt Google Analytics

Number of visitors per year.

2014 2015 2016 2017 2018

40,403 86,472 87,199 91,229 88,098

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SLIDE 28

How satisfied are you with our service?

Excellent Good Bad Very Bad

2,263 responses since 2014.

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SLIDE 29

Quality of the attention given by our staff:

Unsatisfactory Excellent 1.5% 1 % 10.5% 86.9%

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SLIDE 30

New registrations per month

Opening second level domain Change of system

2012 2013 2014 2015 2016 2017 2018 2019 January

Promotion 1 year for free.

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SLIDE 31

Growth per year

LAC DNS MARKETING STUDY: “Annual growth rate for LACTLD region averages 6% per year for the period 2010-2015”. 2014 2015 2016 2017 2018

15,433 16,576 17,807 18,514 19,621 8% 7% 7% 4% 6%

6% average rate

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SLIDE 32

What’s coming soon?

San Felipe Castle, Izabal, Guatemala

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SLIDE 33

Domain Registry

  • 1. Registry - Registrar kickstart
  • 2. New website design
  • 3. DNSSEC
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SLIDE 34

Thank you

Amatitlán Lake, Guatemala, Guatemala

...and visit Guatemala!