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Helpstream Are Customer Service Communities Right For You?

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Are customer service communities right for you?

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

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

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