1
Peer to peer
customer
support
BACK TO THE FUTURE
OF CUSTOMER SERVICE
ABOUT
We’re offering a user friendly
live video chat service for
website owners who want to
connect with their customers
l...
ABOUT BACK TO THE FUTURE
OF CUSTOMER SERVICE
presentation1 every 2 weeks
about 1 prediction for Customer
Service’s future....
MORE PEER TO PEER
This week,
let’s get ready for
1
ILLEGAL DOWNLOADING
NOT the kind that involves
I m a pirate
BUT the kind that involves
CUSTOMER SUPPORT
I wonder if those
shoes hurt
peer to peer
customer support?
WHAT IS
Let’s say you are
SELLING SHOES ONLINE
and you have a really nice website
with beautiful pictures
Now imagine a lovely woman
IS LOOKING FOR SHOES
Jenny, 25 years old.
Looking for shoes to wear at
her sister s wedding.
Do...
Look at Jenny’s CONCERN
I don t want to end up bare foot
because the shoes are killing me.
this concern?
HOW ARE YOU ADDRESSING
PHOTOS SIZE CHART
CUSTOMER
REVIEWS
BAD GOOD
the first level of peer to peer customer service
CUSTOMER REVIEWS ARE
This is a review taken from Zappos website
Customers...
is trending in P2P
WHAT
support today?
ONLINE SUPPORT
COMMUNITIES
Forums where customers
can ask the community
about issues they
encounter with a product
I.T BRANDS ARE ALREADY
really good at it
they allow people to connect in
different ways (so it is not all about
doing cust...
HAVE BEEN THERE FOR A LONG TIME
Communities and forums
The first internet forum
was born in 1983 and the
company is still ...
SO WHAT IS DIFFERENT NOW?
PEOPLE TRUST THEIR ONLINE
PEERS MORE
79%
trust online reviews as much as
personal recommendations
BUT THEY DON’T ALWAYS
TRUST BRANDS
30%
suspect censorship or fake
reviews when they don’t see
negative reviews
CUSTOMER SERVICE?
What about
COMPANIES STARTED OUTSOURCING
to save money
MADE MISTAKES
... and some of them
agents that don’t have
a good grasp on the
language
call centers management
methods put...
CUSTOMERS ARE SURPRISED
Now,
when the agent on the phone
SPEAKS GOOD ENGLISH
70%
believe they often know more
about what they’re enquiring
about than the agent
AND
TO THEIR PEERS
So, they are turning
AS AN OPPORTUNITY
And brands see it
to delegate
again
SAVE EVEN MORE MONEY
And
Those are customers and brands found a way
to make them work for them through
SUPPORT COMMUNITIES
The only thing they do is
REWARDING TOP CONTRIBUTORS
USING GAMIFICATION
That s another trend
WHAT IS GAMIFICATION?
.ooooooooooooooooooooooooooooooooo
ooooooooooooooooooooooo
ooooooooooooooooooooooooooooooo
ooooooooo...
FROM VIRTUAL POINTS
TO REAL DISCOUNTS
Rewards can vary,
Discounts can create more engagement but
lower quality of content ...
For example, Lithium includes
gamification through «kudos» in its social
(P2P) support solution
AND IT’S WORTH IT
10 to 50%
brands offering peer to
peer customer service are
expected to cut costs by
BUT
you CAN’T delegate all
customer service issues
to your customers
THINK ABOUT IT THIS WAY
How can you bring value through
customer service?
IN OTHER WORDS
What will make customers come to ...
THERE IS ONE THING YOU AND
YOUR REPS KNOW BETTER THAN
ANYONE ELSE
YOUR
BRANDyour products
your culture
your policies
your next
projects
GOOD CUSTOMER SERVICE
BEGINS WITH TAKING CARE
OF YOUR EMPLOYEES
train them to be
experts in their
field
talk about
company...
YOUR REPS WILL BECOME
LEADERS IN THE COMMUNITY
Make them instantly
recognizable to help that happen
WHAT MAKES A GOOD
COMMUNITY LEADERS?
They re experts
in their field
They listen to the
community
They post on a regular
ba...
AND THEY WILL ALLOW YOU TO:
GAIN CREDIBILITY
BUILD TRUST
MAKE YOUR BRAND MORE HUMAN
BUILD MEANINFUL RELATIONSHIPS
WITH CLI...
BUT YOU ALSO HAVE TO OFFER
PRIVATE WAYS TO REACH YOU
Phone: 0088888888
Email: info@shoesthatrockhard.com
Twitter // Facebo...
REACH YOU INSTANTLY ONLINE
.ooooooooooooooooooooooooooooooooo
ooooooooooooooooooooooo
ooooooooooooooooooooooooooooooo
oooo...
COMMUNITY COULD LOOK LIKE
Here’s what your
.ooooooooooooooooooooooooooooooooo
ooooooooooooooooooooooo
oooooooooooooooooooo...
CUSTOMERS CAN CHOOSE
community
forum
live chat
- when no customer rep is online
- when they want multiple opinions
about t...
THE FUTURE
Now, let’s imagine
ARE YOU READY
?
SUPPORT COMMUNITIES ARE
GOING TO GROW
ENGAGEMENT WITHIN THE
COMMUNITY WILL GIVE BIRTH TO
NEW LOYALTY PROGRAMS
How will that work exactly?
yes, this one!
Remember our shoes store example?
Imagine that after
buying shoes
YOU COULD GET REWARDED FOR
POSTING A REVIEW
REVIEWS WOULD BE DISPLAYED
LIKE A DISCUSSION BOARD
But
USERS COULD ASK QUESTIONS
right on the product page
Can I wear those shoes if it rains
or will I need to waterproof them?
AND GET AN ANSWER
INSTANTLY
YOU WOULD GET POINTS
FOR EVERY ANSWER THAT
CUSTOMERS FOUND USEFUL
When posting an answer,
THEN YOU COULD USE THESE
POINTS TO BUY MORE SHOES
CUSTOMER SERVICE REPS?
Will you still need
OF COURSE
YOU WILL !
THEY ARE THE FACE
OF YOUR BRAND
THE PROOF YOU CAN BE USEFUL
TO CUSTOMERS
BUT THEIR JOB WILL EVOLVE
They will create a relationship
between your brand and your
community
They will not only solve p...
CUSTOMERS WILL KNOW
THEIR NAME
not only their position in the company
Hi! It s John, nice to
see you again Jenny
with your customers
THE MORE SOCIAL YOU WILL GET
THE MORE LOYAL THEY WILL BE
So, don’t let your community
GROW BY ITSELF
BE A PART OF IT
INTERACT WITH YOUR
CUSTOMERS
DON’T BE SCARED TO GET
PERSONAL
TO START A FACE TO FACE
CONVERSATION
.ooooooooooooooooooooooooooooooooo
ooooooooooooooooooooooo
oooooooooooooooooooooooooo...
TO SHOWCASE YOUR
PRODUCTS ON CAMERA
.ooooooooooooooooooooooooooooooooo
ooooooooooooooooooooooo
ooooooooooooooooooooooooooo...
Wow, that was quick!
Thank you so much.
WITH NO WAITING TIME
It takes about 24 seconds to
get an answer on live chat
START INNOVATING
NOW
TRY CUSTOMERICARE LIVE VIDEO CHAT!
ASK FOR FREE TRIAL
http://www.customericare.com
Follow us on Twitter: @customericare
SUBSCRIBE TO OUR NEWSLETTER
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Back to the future of customer service / Part 1: Peer to Peer customer support

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First part of a series of slides about Customer Service's future. Others will be coming soon, you can sign up to our newsletter here to receive them: http://eepurl.com/OgIyb

1st Topic: Peer to Peer Customer Support
How can your customer service representatives establish leadership in a customer support branded community. The presentation tells you how to be part of the community and create a deeper bound with customers using live video chat.

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Back to the future of customer service / Part 1: Peer to Peer customer support

  1. 1. 1 Peer to peer customer support BACK TO THE FUTURE OF CUSTOMER SERVICE
  2. 2. ABOUT We’re offering a user friendly live video chat service for website owners who want to connect with their customers learn more at http://www.customericare.com
  3. 3. ABOUT BACK TO THE FUTURE OF CUSTOMER SERVICE presentation1 every 2 weeks about 1 prediction for Customer Service’s future. Be the firs to know about next presentations SUBSCRIBE TO OUR NEWSLETTER
  4. 4. MORE PEER TO PEER This week, let’s get ready for 1
  5. 5. ILLEGAL DOWNLOADING NOT the kind that involves I m a pirate
  6. 6. BUT the kind that involves CUSTOMER SUPPORT I wonder if those shoes hurt
  7. 7. peer to peer customer support? WHAT IS
  8. 8. Let’s say you are SELLING SHOES ONLINE and you have a really nice website with beautiful pictures
  9. 9. Now imagine a lovely woman IS LOOKING FOR SHOES Jenny, 25 years old. Looking for shoes to wear at her sister s wedding. Doesn t want to end up bare foot because the shoes are killing her.
  10. 10. Look at Jenny’s CONCERN I don t want to end up bare foot because the shoes are killing me.
  11. 11. this concern? HOW ARE YOU ADDRESSING PHOTOS SIZE CHART CUSTOMER REVIEWS BAD GOOD
  12. 12. the first level of peer to peer customer service CUSTOMER REVIEWS ARE This is a review taken from Zappos website Customers can rate «comfort» and since everyone has different feet they can also describe how the shoes fit
  13. 13. is trending in P2P WHAT support today?
  14. 14. ONLINE SUPPORT COMMUNITIES Forums where customers can ask the community about issues they encounter with a product
  15. 15. I.T BRANDS ARE ALREADY really good at it they allow people to connect in different ways (so it is not all about doing customer service s job) and they congratulate most engaged users
  16. 16. HAVE BEEN THERE FOR A LONG TIME Communities and forums The first internet forum was born in 1983 and the company is still active today http://www.delphiforums.com/
  17. 17. SO WHAT IS DIFFERENT NOW?
  18. 18. PEOPLE TRUST THEIR ONLINE PEERS MORE 79% trust online reviews as much as personal recommendations
  19. 19. BUT THEY DON’T ALWAYS TRUST BRANDS 30% suspect censorship or fake reviews when they don’t see negative reviews
  20. 20. CUSTOMER SERVICE? What about
  21. 21. COMPANIES STARTED OUTSOURCING to save money
  22. 22. MADE MISTAKES ... and some of them agents that don’t have a good grasp on the language call centers management methods putting quantity before quality difficult coordination with other company’s departments
  23. 23. CUSTOMERS ARE SURPRISED Now, when the agent on the phone SPEAKS GOOD ENGLISH
  24. 24. 70% believe they often know more about what they’re enquiring about than the agent AND
  25. 25. TO THEIR PEERS So, they are turning
  26. 26. AS AN OPPORTUNITY And brands see it to delegate again
  27. 27. SAVE EVEN MORE MONEY And Those are customers and brands found a way to make them work for them through SUPPORT COMMUNITIES
  28. 28. The only thing they do is REWARDING TOP CONTRIBUTORS USING GAMIFICATION That s another trend
  29. 29. WHAT IS GAMIFICATION? .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo 10 pts Everytime the customer posts a useful review... ... he gets a point... ... and the more points he has, the better his ranking in the community
  30. 30. FROM VIRTUAL POINTS TO REAL DISCOUNTS Rewards can vary, Discounts can create more engagement but lower quality of content (so you have to monitor the answers a bit more)
  31. 31. For example, Lithium includes gamification through «kudos» in its social (P2P) support solution
  32. 32. AND IT’S WORTH IT 10 to 50% brands offering peer to peer customer service are expected to cut costs by
  33. 33. BUT you CAN’T delegate all customer service issues to your customers
  34. 34. THINK ABOUT IT THIS WAY How can you bring value through customer service? IN OTHER WORDS What will make customers come to you and not their peers?
  35. 35. THERE IS ONE THING YOU AND YOUR REPS KNOW BETTER THAN ANYONE ELSE
  36. 36. YOUR BRANDyour products your culture your policies your next projects
  37. 37. GOOD CUSTOMER SERVICE BEGINS WITH TAKING CARE OF YOUR EMPLOYEES train them to be experts in their field talk about company s future and achievements with your teams create an environment where everyone feels free to share ideas
  38. 38. YOUR REPS WILL BECOME LEADERS IN THE COMMUNITY Make them instantly recognizable to help that happen
  39. 39. WHAT MAKES A GOOD COMMUNITY LEADERS? They re experts in their field They listen to the community They post on a regular basis They keep the discussion alive
  40. 40. AND THEY WILL ALLOW YOU TO: GAIN CREDIBILITY BUILD TRUST MAKE YOUR BRAND MORE HUMAN BUILD MEANINFUL RELATIONSHIPS WITH CLIENTS
  41. 41. BUT YOU ALSO HAVE TO OFFER PRIVATE WAYS TO REACH YOU Phone: 0088888888 Email: info@shoesthatrockhard.com Twitter // Facebook CONTACT US phone: quicker but it makes people leave the computer email: good for complexe inquiries but very long wait time social networks: that s not really private, is it?
  42. 42. REACH YOU INSTANTLY ONLINE .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo live chat window: - instant answer - right on the website - convenient for users - cost effective for you CLICK HERE FOR MORE INFO ABOUT LIVE CHAT The best for them would be to
  43. 43. COMMUNITY COULD LOOK LIKE Here’s what your .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo My community forum to ask questions top contributors your customer service team live chat window
  44. 44. CUSTOMERS CAN CHOOSE community forum live chat - when no customer rep is online - when they want multiple opinions about their problem - for technical problems that they will be able to fix on their own - for private matters involving account numbers and private info - for an instant answers - for any matter requiring some action for an official brand representative (refund, problem with delivery...)
  45. 45. THE FUTURE Now, let’s imagine
  46. 46. ARE YOU READY ?
  47. 47. SUPPORT COMMUNITIES ARE GOING TO GROW
  48. 48. ENGAGEMENT WITHIN THE COMMUNITY WILL GIVE BIRTH TO NEW LOYALTY PROGRAMS
  49. 49. How will that work exactly? yes, this one! Remember our shoes store example?
  50. 50. Imagine that after buying shoes YOU COULD GET REWARDED FOR POSTING A REVIEW
  51. 51. REVIEWS WOULD BE DISPLAYED LIKE A DISCUSSION BOARD But
  52. 52. USERS COULD ASK QUESTIONS right on the product page Can I wear those shoes if it rains or will I need to waterproof them?
  53. 53. AND GET AN ANSWER INSTANTLY
  54. 54. YOU WOULD GET POINTS FOR EVERY ANSWER THAT CUSTOMERS FOUND USEFUL When posting an answer,
  55. 55. THEN YOU COULD USE THESE POINTS TO BUY MORE SHOES
  56. 56. CUSTOMER SERVICE REPS? Will you still need
  57. 57. OF COURSE YOU WILL !
  58. 58. THEY ARE THE FACE OF YOUR BRAND THE PROOF YOU CAN BE USEFUL TO CUSTOMERS
  59. 59. BUT THEIR JOB WILL EVOLVE They will create a relationship between your brand and your community They will not only solve problems
  60. 60. CUSTOMERS WILL KNOW THEIR NAME not only their position in the company Hi! It s John, nice to see you again Jenny
  61. 61. with your customers THE MORE SOCIAL YOU WILL GET THE MORE LOYAL THEY WILL BE
  62. 62. So, don’t let your community GROW BY ITSELF
  63. 63. BE A PART OF IT
  64. 64. INTERACT WITH YOUR CUSTOMERS
  65. 65. DON’T BE SCARED TO GET PERSONAL
  66. 66. TO START A FACE TO FACE CONVERSATION .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo
  67. 67. TO SHOWCASE YOUR PRODUCTS ON CAMERA .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo
  68. 68. Wow, that was quick! Thank you so much. WITH NO WAITING TIME It takes about 24 seconds to get an answer on live chat
  69. 69. START INNOVATING NOW
  70. 70. TRY CUSTOMERICARE LIVE VIDEO CHAT! ASK FOR FREE TRIAL
  71. 71. http://www.customericare.com Follow us on Twitter: @customericare SUBSCRIBE TO OUR NEWSLETTER
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