The Role Social is Playing in Customer Service - Today, Tomorrow and in the Future


Published on Sr. Director of SMB Solutions Tricia Gellman's presentation at Social Biz Atlanta 2013

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The Role Social is Playing in Customer Service - Today, Tomorrow and in the Future

  1. 1. The Role Social is Playing inCustomer Service Today,Tomorrow & ForeverTricia GellmanSr. Director SMB Solutions /tricia.gellman @triciagellman In/sfmrktg
  2. 2. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995:This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any suchuncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differmaterially from the results expressed or implied by the forward-looking statements we make. All statements other thanstatements of historical fact could be deemed forward-looking, including any projections of product or service availability,subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans ofmanagement for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology developments and customer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing anddelivering new functionality for our service, new products and services, our new business model, our past operating losses,possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of oursecurity measures, the outcome of any litigation, risks associated with completed and any possible mergers andacquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain,and motivate our employees and manage our growth, new releases of our service and successful customer deployment, ourlimited history reselling products, and utilization and selling to larger enterprise customers. Furtherinformation on potential factors that could affect the financial results of, inc. is included in our annual reporton Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.These documents and others containing important disclosures are available on the SEC Filings section of the InvestorInformation section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are notcurrently available and may not be delivered on time or at all. Customers who purchase our services should make thepurchase decisions based upon features that are currently available., inc. assumes no obligation and doesnot intend to update these forward-looking statements.
  3. 3. Our Mission: Cloud Computing Driver, Catalyst andEvangelist Enterprise Mainframe Client/Server Cloud Computing No Hardware/Software Subscription Model Automatic Upgrades Constant Innovation 1960s 1980s Today
  4. 4. #1 in Cloud Computing and Customer RelationshipManagement#1 Cloud Sales, Service, Innovation Computing Marketing 2011, 2012
  5. 5. The Social Revolution 2010s 1960s 1970s 1980s SocialMainframe Mini Client 2000s RevolutionComputing Computing Server Mobile Computing Computing 1990s Cloud Computing x 10x 100x 1,000x 10,000x 100,000x
  6. 6. Today, People Are Discussing Your Brand 340M Tweets Per Day 2.7B FB Posts Per Day Billions Blog Posts Per Day 150M Conversations Per Day Sources: Penn State College IST Social Study, Twitter, Facebook, YouTube, Visible Technologies
  7. 7. Most Businesses Are Not Listening #FAIL 95% Facebook Brand Posts NOT Answered = 88% People Unlikely to Buy from Brands that 71% Ignore Their Twitter Complaints Online Complaints NOT Answered Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter” l Study, Twitter, Facebook, YouTube, Visible Technologies
  8. 8. If you make customersunhappy in the physicalworld, they might each tell6 friends.6 friends.If you make customersunhappy on the Internet,they can each tell6,000 friends.” 6000 friends. - Jeff Bezos, Founder & CEO
  9. 9. Social Has Created a Dramatic Impact on Customer ServiceCancels $5 debit card fee after Molly Spots misinformation around Posts public Twitter apology to Katchpole’s online petition gains Holiday Tipsy Tow musician that was kicked off the over 150K signatures. marketing program plane after clothing dispute.
  10. 10. The Impact Extends to Your Entire Company Service Marketing Sales
  11. 11. How Can You Connect Everyone and Use Social As a Benefit?
  12. 12. You Need to Start By Listening Today’s customer is social and mobile Social media is the new 800 number Connect to all channels: traditional and social “25% of our cases now come from from social media, that’s equivalent to cases coming over the phone. If the phone was ringing would you not pick up?” - John Rote, Head of Support
  13. 13. Bonobos Scales Customer ServiceLeading men’s clothing e-commerce retailerNeeded to scale while maintaining personalized serviceIncreased customer satisfaction to 97% with Desk.comGrew social support by 800% over Twitter
  14. 14. Put a System In Place Setup a professional support tool that everyone can use Share customer data between support and sales Move cases from open to resolved so no customer falls through the cracks
  15. 15. Squarespace Personalizes Support with Desk.comProvides a website development platform for businessHandles over 10K new tickets per monthUses case routing and escalations to make sure no customers fall through the cracksTracks agent productivity in real time with reporting
  16. 16. Empower Customers to Help Themselves Let customers help themselves Maintain public knowledge base Create branded experiences Increase satisfied self-service +31% Increase in call deflection
  17. 17. Square Reinvents Commerce with Desk.comRevolutionizing transactions between buyers and sellersOver 2M merchants using Square globally$8B in payments processed annually by SquareDelivers and scales support over social channels and self-service
  18. 18. Measure: What Gets Measured Gets DoneNumber of new casesCase categorizationSource of casesAvg. Time to 1st ResponseAvg. Interactions to ResolutionCustomer Satisfaction!!!
  19. 19. All-in-one Application for Any Small Support Team Support Your Customers Help Your Customers Easy to Get Up and Across Any Channel Help Themselves Running
  20. 20. Become a Customer Company: Connect to Your Customers in a Whole New Way Connected Connected Employees PartnersConnected ConnectedCustomers Products
  21. 21. Service Solutions For Companies of All Sizes