Customer Support In The 20 Era
-
Upload
aditya-rao -
Category
Business
-
view
508 -
download
0
Transcript of Customer Support In The 20 Era
![Page 1: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/1.jpg)
Customer support in the 2.0 eraTouching base on Social CRM for customer support, feedback and ideation via online communities
Aditya Rao http://adityarao.name @adityarao310
Director, Social business strategy @
![Page 2: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/2.jpg)
WTF has social media taught us?
People are talking
about you !
![Page 3: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/3.jpg)
… are you listening ?
![Page 4: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/4.jpg)
WTF are we doing with social media?
Social media
marketing !
![Page 5: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/5.jpg)
![Page 6: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/6.jpg)
… are you forgetting something?
![Page 7: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/7.jpg)
Users come online to find information and connect with peers
NOT for your marketing messages !
![Page 8: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/8.jpg)
A BRIEF HISTORY OF BUSINESS COMMUNICATIONS
What has been happening till now?
![Page 9: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/9.jpg)
• It’s called the snail mail for a reason
• One to one customer support• Repetitive costs
• Issues with scalability• Feedback from customers gets lost
![Page 10: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/10.jpg)
• In the 2.0 world, no one has time to even write you a mail• The cooler crowd has moved onto 140 chars
![Page 11: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/11.jpg)
• Twitter is quick and ideal for business communications• More reach and branding• Personal relations with your customers
![Page 12: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/12.jpg)
![Page 13: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/13.jpg)
And yet, Twitter is not the final answer
![Page 14: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/14.jpg)
• The final step, mostly is still the e-mail• Repetition costs (solving same queries for multiple users)• Scalability issues
![Page 15: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/15.jpg)
Give users what they want – connections and conversations with peers
Eureka !
![Page 16: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/16.jpg)
![Page 17: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/17.jpg)
850+ million answers on Yahoo! Answers and Answers.com
Why would this even work?
![Page 18: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/18.jpg)
Social tools will change, but not the approach
![Page 19: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/19.jpg)
Solve user queries
Let the user ask a query about your service
![Page 20: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/20.jpg)
Remove dependencies on specific platform
Make use of the open web for ease of user inputs
![Page 21: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/21.jpg)
Harness the crowd’s intelligence
Let the community reply to the query
![Page 22: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/22.jpg)
Insert your company reps (sample)
![Page 23: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/23.jpg)
Take feedback and innovate on ideas
Social interactions to push popular ideas
![Page 24: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/24.jpg)
• Marketing • SalesFeedback
• Product development• Knowledge managementIdeas
• Customer support
Problems
Plug the community into organisation wide operations
![Page 25: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/25.jpg)
• Cut down of support costs• Quickest and most scalable form• Personal relationships with customer in needs
Hooray! This is the customer support …
![Page 26: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/26.jpg)
“Often, social media implementation in the enterprise is 80% process and labor, and only 20% technology” -
Jeremiah Owyang
It’s not over yet !
![Page 27: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/27.jpg)
Integrate customer community into current support channels
Customer community
CRM system
Help desk Leads management
Knowledge
Internal wiki
![Page 28: Customer Support In The 20 Era](https://reader035.fdocuments.in/reader035/viewer/2022070313/5549f7deb4c905557a8b4773/html5/thumbnails/28.jpg)
Thank [email protected]
Aditya Rao http://adityarao.name @adityarao310
Director, Social business strategy @