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Are Customer Service Communities Right for You?<br />
Overview<br />What’s all the Buzz about?<br />Typical Questions Companies Ask<br />Understanding ROI<br />Sample Communiti...
The Buzz<br />“Communities and channels are rapidly expanding and your<br />company needs to at least know its place in al...
Customers are looking for communities <br />“About two-thirds of U.S. consumers believe that companies should ramp up soci...
A Customer is a Terrible Thing to Waste<br />
Why Customer Service Communities?<br />Communities solve Problems and sustain Relationships <br />Problems get solved fast...
Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to manage the Commu...
Typical Questions<br />How do I know if a Community makes sense for me?<br />B2B or B2C – do your customers share somethin...
Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Com...
Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Com...
Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Com...
Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Com...
ROI: Traditional KB + Case Management<br />Traditional Model for Most of the World<br />Relies Exclusively on KB for Defle...
ROI: Integrated Community + KB + Case Mgmt<br />Customers Choose Whether to Submit Community Q&A or Cases<br />Federated S...
Important Considerations when Selecting a Solution<br />100% focus on Customer Service Communities<br />Business Process d...
Additional Resources<br />Visit us at WWW.Helpstream.comand find:<br />ROI Whitepaper – Compares 4 alternative approaches<...
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Helpstream Are Customer Service Communities Right For You?

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Are customer service communities right for you?

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  • There is a lot of hype around Social CRM these days CRM Magazine devoted their entire June edition to the topic of The Social Customer (lots of great resource info) Research is confirming that customers want a social customer service option (will show you a recent CustomerThink survey in June) Companies are quickly migrating now ( Big brands: Blackberry, ATT Small Cos: Eloqua, OpSource)
  • These are the typical questions we get asked by companies we talk to
  • Traditional environment: KB and Case Management SystemSSPS research will confirm that 40% deflection rate is best in class
  • Integrated customer community with KB and Case Management delivers tremendous incremental value30% to 50% fewer incidents needing agent help – or can service 50% or 100% more customers per agents (scale benefit) Plus you get a customer community that delivers additional value For repetitive, non-complex issues – customers answer questions faster freeing agents to handle tough cases Cost of maintaining the knowledge base decreases – content generated by the community is searchable, can be converted Feedback on new product and services – real-world feedback without need to focus groups or formal process – just listen Word of mouth referrals – happy customers tell their friends
  • Transcript of "Helpstream Are Customer Service Communities Right For You?"

    1. 1. Are Customer Service Communities Right for You?<br />
    2. 2. Overview<br />What’s all the Buzz about?<br />Typical Questions Companies Ask<br />Understanding ROI<br />Sample Communities in Action<br />Important Considerations when Selecting a Solution<br />Q&A<br />Additional Resources<br />
    3. 3. The Buzz<br />“Communities and channels are rapidly expanding and your<br />company needs to at least know its place in all of them”<br />- Christopher Musico, CRM Magazine<br />“81 percent of active Internet users believe social media<br />can give customers a greater voice regarding customer care”<br />- Society for New Communications Research<br />“I’m flabbergasted at how many companies are already <br />doing this.”<br />- Dr. Natalie Petouhoff, Forrester Research<br />
    4. 4. Customers are looking for communities <br />“About two-thirds of U.S. consumers believe that companies should ramp up social media usage to &quot;identify service/support issues and contact consumer to resolve.“ – June 2009 Survey, CustomerThink<br />
    5. 5. A Customer is a Terrible Thing to Waste<br />
    6. 6. Why Customer Service Communities?<br />Communities solve Problems and sustain Relationships <br />Problems get solved faster and more cost-effectively<br />Customers get help from real experts to maximize value<br />People provide feedback and surface ideassooner<br />Customers rapidlytransferword-of-mouth experiences to other customers<br />Customer experiences quickly spread across the company<br />
    7. 7. Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to manage the Community?<br />What if customers “flame” us in the Community?<br />How does a Community fit with existing systems?<br />Is there an ROI in Community?<br />
    8. 8. Typical Questions<br />How do I know if a Community makes sense for me?<br />B2B or B2C – do your customers share something in common?<br />What resources are needed to moderate the Community?<br />What if a customers “flames” us in the Community?<br />How does a Community fit with existing systems?<br />Is there an ROI in Community?<br />
    9. 9. Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Community?<br />Staff can be transitioned from agent pool as deflection increases<br />What if a customers “flames” us in the Community?<br />How does a Community fit with existing systems?<br />Is there an ROI in Community?<br />
    10. 10. Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Community?<br />What if a customer “flames” us in the Community?<br />They will anyway (Twitter, YouTube), get other customers to help come to your defense<br />How does a Community fit with existing systems? <br />Is there an ROI in Community?<br />
    11. 11. Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Community?<br />What if a customers “flames” us in the Community?<br />How does a Community fit with existing systems?<br />Should complement and extend not rip and replace<br />Is there an ROI in Community?<br />
    12. 12. Typical Questions<br />How do I know if a Community makes sense for me?<br />What resources are needed to moderate the Community?<br />What if a customers “flames” us in the Community?<br />How does a Community fit with existing systems?<br />Is there an ROI in Community?<br />Payback can be as fast as six months<br />
    13. 13. ROI: Traditional KB + Case Management<br />Traditional Model for Most of the World<br />Relies Exclusively on KB for Deflection<br />KB Authoring Can Be Expensive<br />Hard to Get all the Answers to Break Through 40% Deflection Rates<br />Search KB<br />35 – 40% Resolved Via KB Content<br />60 - 65% Resolved Via Support Agents as Cases<br />
    14. 14. ROI: Integrated Community + KB + Case Mgmt<br />Customers Choose Whether to Submit Community Q&A or Cases<br />Federated Search Means “One Stop” Solutions<br />System Tracks Full Lifecycle, Provides Analytics<br />Easier for Customers and Agents to Manage Everything in One App<br />30% to 50% fewer incidents that require agent support<br />Federated Search<br />for Solutions<br />50% KB<br />50% Community<br />48% Resolved<br />via Existing <br />Content<br />2-3% Resolved<br />via Community Collaboration<br />50% Resolved<br />by Agents as Cases<br />
    15. 15. Important Considerations when Selecting a Solution<br />100% focus on Customer Service Communities<br />Business Process deeply embedded <br />Seamless extension of how business functions today<br />“Plug and Play” not “Rip and Replace”<br />Leverage investments in existing systems – Salesforce, Oracle<br />Cohesive metrics that cover the entire support process, including Community<br />Federated Search<br />Single Sign On<br />Open API<br />Software as a Service (SaaS) – only need a browser!<br />
    16. 16. Additional Resources<br />Visit us at WWW.Helpstream.comand find:<br />ROI Whitepaper – Compares 4 alternative approaches<br />Case Study – Infusionsoft story<br />HelpExchange – A Best Practices Community<br />Product Tour - An overview of the Helpstream solution<br />Helpstream Blog – Social CRM insights<br />Twitter – Follow us at twitter.com/helpstream<br />For more info - send email toinfo@helpstream.com<br />
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