Online communities for customer service

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Online communities for customer service

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Online communities for customer service

  1. 1. Online Communities For Customer Service © 2010 Alexander Nikolov, CMO, NINETYTEN
  2. 2. Customer experiences create your brand  Positive customer experiences create loyal customers  Loyal customers create brand equity  Brand equity creates growth, revenue and profit SM One network. Yours.
  3. 3. How does social media fit here?  Customers want many social media service options:  Online chat  Forum to connect with other customers  Instant feedback  Mobile customer service (apps, etc) SM One network. Yours.
  4. 4. What should you do?  Customers use Twitter to vent  Businesses are forced to pay attention  Responses are warranted and necessary  70% of customers would like Twitter to be an official customer service channel  Use Twitter! SM One network. Yours.
  5. 5. Please hold, your call is important…  Incomplete problem diagnosis  Contradictory answers  Having to repeat information  Number of transfers to “experts”  Agent attitude  Lack of toll-free number  Long hold times SM One network. Yours.
  6. 6. The answers are in the community  Bank of America  Intel  Lenovo  Verizon  Vodafone  Sprint  Palm SM One network. Yours.
  7. 7. The 7 Benefits of Online Customer Service Communities  Reduction in agent-assisted interactions;  Reduction in agent-assisted email;  Increase in first-contact resolution;  Increase in agent productivity;  Increase in product ideation;  Boost in relevant Web-site content and reduced search-engine optimization costs; and  Improved customer retention and customer lifetime value. "The ROI of Online Customer Service Communities”, Forrester, June 2009 SM One network. Yours.
  8. 8. Thank you. Alexander Nikolov alex@ninetyten.com @NINETYTEN SM One network. Yours.

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