• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Helpstream  Are Customer Service Communities Right For You?
 

Helpstream Are Customer Service Communities Right For You?

on

  • 1,187 views

Are customer service communities right for you?

Are customer service communities right for you?

Statistics

Views

Total Views
1,187
Views on SlideShare
1,185
Embed Views
2

Actions

Likes
0
Downloads
23
Comments
0

1 Embed 2

http://www.slideshare.net 2

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • 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

Helpstream  Are Customer Service Communities Right For You? Helpstream Are Customer Service Communities Right For You? Presentation Transcript

  • Are Customer Service Communities Right for You?
  • 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
  • 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
  • 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
  • A Customer is a Terrible Thing to Waste
  • 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
  • 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?
  • 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?
  • 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?
  • 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?
  • 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?
  • 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
  • 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
  • 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
  • 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!
  • 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