Accelerating Customer Expansion by Managing the Customer Journey
Managing Customer Service in a World of Technology
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Transcript of Managing Customer Service in a World of Technology
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Managing Customer Service in a World of
TechnologyTodd Domres
NISC
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@tdomres
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Why Use Social Media &
Technology?
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Future of Customer Service
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Maintaining Customer Service Excellence
• How do we do this? • Free up time• Understand process• React quickly to their needs• Deliver a quality product &
satisfaction in a timely manner• Use & grasp some of the same
technologies our customers are using
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Connect with and Serve Your Customers!
• Social Media• Apps• Online Customer Account
Management
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-Forbes 9/28/11
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Broadband as a Service
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More Usage Than Ever Before!
• Movie downloads• Skype & FaceTime• Streaming music/radio• Streaming video• Gaming
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Over the Top Services
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Online Gaming
15 MB/Hour per player
Over 450 MB in a weekend!
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Measuring Usage
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Cumulative Usage
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Provide Education• Educate customers in their consumption
patterns – How data is consumed– Alert them when reaching various thresholds
in their plan– Prepare them for potential billing of overages– Provide a timeline if planning to implement
overage billing
• Present what they are consuming for a period of time before billing overages
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Bill Presentment
• Usage alerts• Real-time notification• Print usage on statements• Additional tools available
All of these contribute to excellent customer service!
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Leveraging What You Know!
• Services available at customer location
• Speeds and feeds
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Use Existing Tools to Upsell
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Use Existing Tools to Upsell
• Website• Automatic Bill Pay• Bill Messages• Text Messaging• Email Blasts• IVR• Social Media• Internal Campaign
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Apps
• Easy to Use• Free or Inexpensive to
Download• Achieve Main Functions
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ROI
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Everyone is in Customer Service!
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Communication Methods
• Appointment Reminders–Email–Text–Voicemail
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Field Techs
• Smart Devices in the Field• Addressing Trouble Tickets• New Installations• Upgrades• Customer Premise Equipment (CPE)
Device Placement • (STB, Routers, Cable Modems,
etc.)
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Buyers do spend time trying to find out what their vendors are like before they spend their money
and
we do tend to buy more things from people we like.
2011 Forrester Research Survey
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Alpine Communications
Elkader, IA
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Alpine on Facebook
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Social Media Goals• Create awareness of new services• Showcase employees & community relations
efforts– Directory Photo & March Mania Contest– Employee Recipes
• Educate & inform customers on things Internet-related– Workshops– Google Tips– Internet Safety
• Search Engine Optimization– More inbound links to your website = higher Google
ratings
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Alpine Elf on the Shelf• December 2012 campaign• Perfect segway to get into
Pinterest and increase likes• Andy the Alpine Elf
– Pictures of employees with Andy– Andy on the Internet– Shopping at retail store
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Creating Valuable Messages• What messages create
value for our customers?
• Defining messages through mediums
• Translate your company’s personality!
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South Slope North Liberty, IA
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South Slope on Facebook
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South Slope on Facebook
• Creating valuable content– Tech Tip Thursday– Featured events on TV (local sporting
events)– Upcoming coop. events (annual
meeting, etc.)
• Member & employee involvement– Rocket Internet Video Contest– Community Food Drive
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Internet Video Contest• January 2013 campaign• Promoted South Slope’s Internet
service & involved members• Entries submitted via Facebook
– Developed apps on Facebook– Approval process & voting– 7-year-old boy won an iPad!
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Appealing to their Demographic
• Social media interaction– Involving all generations
• A lot of members 65 and over• Younger members are social media experts
• Provide comprehensive customer service– Outage information– Quick response to member inquiries
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Questions &
Discussion
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Thank You
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For More Information
Todd [email protected]
@tdomres