Brand Embassy at CX Exchange for Telecoms, London, April 2015
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“It's Personal.” The Takeover of Social Customer Care in Telecoms By Vit Horky, @vithorky for CX Telecoms Summit, London, April 2015
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Transcript of Brand Embassy at CX Exchange for Telecoms, London, April 2015
“It's Personal.”The Takeover of Social Customer Care in Telecoms
By Vit Horky, @vithorky for CX Telecoms Summit, London, April 2015
receivers > start with
Insta-Generation
100+ Enterprise Clients, 100m Happy Consumers
USA
Colombia
Spain
Portugal
Germany
UKNetherlands
Czech Republic
Slovakia
Turkey Pakistan
Dubai
Global leader in Telco and Europe
“Everything About Social Customer Care”
Case Studies and Learnings From:
“9 Amazing (and 1 Not so Amazing) Social Customer Service Case Studies in Telecom”
http://bit.ly/telco-case-studies
This one is patient...
...this one also.
Don't mess around with these ones...
Telco Leads Social Customer Care Demand
Volume of Social Customer Care by Industry on Twitter. Source: Socialbakers, 2014
The Good Old “Call Me” Days Are Gone
Social and Messaging
Apps: Growth in Last Six
Months, Source: Our Social
Times
T-Mobile Case Study
Who Is Responsible For Social Customer
Care?
Who Is Responsible For Social Customer
Care?
Telefónica O2 Case Study
How Do We Integrate Social into Contact
Centre?
Automate to Focus on Dialogue
Sweet Automation
Results
giffgaff Case Study (from 2011!)
Results
★ 130k questions > 1m responses
★ 3 min average response time
★ One guy paid his way through university.
The Future of Customer Care
Brands Unify All Digital Customer Care
Channels Into Social Customer Ecosystem
Social Becomes Physical
Source: klm.com
Agents Get The Experience of Their Customers
Source: Brand Embassy at Teleperformance
Customer Service Becomes
Public And Personal
Source: Twitter.com
Customer Service Becomes
Public And Personal
Source: Twitter.com
“6 Viral Customer Service Stories & What We Can Learn From Them”
http://bit.ly/viral-stories
Customer Service Agents Become Customer
Advocates
Source: YouTube
Customer Service Agents Become Customer
Advocates
Source: Brand Embassy on Facebook
Key Take-Aways
★ Find (and develop) the right people in your company○ Find the best people inhouse
○ Give them freedom to be authentic
★ Give them the proper tools○ Unify all digital customer care channels
○ Automate workflows to focus on human dialogue
★ Never get comfortable○ Test out new channels
○ Test out language tonality and personification
○ Predict future needs
BEE3: “One Month On Us.”For All Participants at CX Telecom Forum.
Just Ask For It.
Thank you.
