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Customer support in the 2.0 era<br />Touching base on Social CRM for customer support, feedback and ideation via online co...
WTF has social media taught us?<br />!<br />People are talking about you<br />
… are you listening<br />?<br />
WTF are we doing with social media?<br />!<br />Social media marketing<br />
?<br />… are you forgetting something<br />
Users come online to find information and connect with peers<br />!<br />NOT for your marketing messages<br />
A brief history of Business communications<br />What has been happening till now?<br />
<ul><li> It’s called the snail mail for a reason
 One to one customer support
 Repetitive costs
 Issues with scalability
 Feedback from customers gets lost</li></li></ul><li><ul><li> In the 2.0 world, no one has time to even write you a mail
 The cooler crowd has moved onto 140 chars</li></li></ul><li><ul><li> Twitter is quick and ideal for business communications
 More reach and branding
 Personal relations with your customers</li></li></ul><li>
And yet, Twitter is not the final answer<br />
<ul><li>The final step, mostly is still the e-mail
Repetition costs (solving same queries for multiple users)
 Scalability issues</li></li></ul><li>Give users what they want – connections and conversations with peers<br />!<br />Eur...
850+ million answers on Yahoo! Answers and Answers.com<br />?<br />Why would this even work<br />
Social tools will change, but not the approach<br />
Solve user queries<br />Let the user ask a query about your service<br />
Remove dependencies on specific platform<br />Make use of the open web for ease of user inputs<br />
Harness the crowd’s intelligence<br />Let the community reply to the query<br />
Insert your company reps (sample)<br />
Take feedback and innovate on ideas<br />Social interactions to push popular ideas <br />
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Customer Support In The 20 Era

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Transcript of "Customer Support In The 20 Era"

  1. 1. Customer support in the 2.0 era<br />Touching base on Social CRM for customer support, feedback and ideation via online communities<br />Aditya Rao http://adityarao.name @adityarao310<br />Director, Social business strategy @<br />
  2. 2. WTF has social media taught us?<br />!<br />People are talking about you<br />
  3. 3. … are you listening<br />?<br />
  4. 4. WTF are we doing with social media?<br />!<br />Social media marketing<br />
  5. 5.
  6. 6. ?<br />… are you forgetting something<br />
  7. 7. Users come online to find information and connect with peers<br />!<br />NOT for your marketing messages<br />
  8. 8. A brief history of Business communications<br />What has been happening till now?<br />
  9. 9. <ul><li> It’s called the snail mail for a reason
  10. 10. One to one customer support
  11. 11. Repetitive costs
  12. 12. Issues with scalability
  13. 13. Feedback from customers gets lost</li></li></ul><li><ul><li> In the 2.0 world, no one has time to even write you a mail
  14. 14. The cooler crowd has moved onto 140 chars</li></li></ul><li><ul><li> Twitter is quick and ideal for business communications
  15. 15. More reach and branding
  16. 16. Personal relations with your customers</li></li></ul><li>
  17. 17. And yet, Twitter is not the final answer<br />
  18. 18. <ul><li>The final step, mostly is still the e-mail
  19. 19. Repetition costs (solving same queries for multiple users)
  20. 20. Scalability issues</li></li></ul><li>Give users what they want – connections and conversations with peers<br />!<br />Eureka<br />
  21. 21.
  22. 22. 850+ million answers on Yahoo! Answers and Answers.com<br />?<br />Why would this even work<br />
  23. 23. Social tools will change, but not the approach<br />
  24. 24. Solve user queries<br />Let the user ask a query about your service<br />
  25. 25. Remove dependencies on specific platform<br />Make use of the open web for ease of user inputs<br />
  26. 26. Harness the crowd’s intelligence<br />Let the community reply to the query<br />
  27. 27. Insert your company reps (sample)<br />
  28. 28. Take feedback and innovate on ideas<br />Social interactions to push popular ideas <br />
  29. 29. Plug the community into organisation wide operations<br />
  30. 30. <ul><li> Cut down of support costs
  31. 31. Quickest and most scalable form
  32. 32. Personal relationships with customer in needs</li></ul>Hooray! This is the customer support …<br />
  33. 33. “Often, social media implementation in the enterprise is 80% process and labor, and only 20% technology” - Jeremiah Owyang<br />!<br />It’s not over yet<br />
  34. 34. Integrate customer community into current support channels<br />
  35. 35. Thank you!<br />contact@superchooha.com<br />Aditya Rao http://adityarao.name @adityarao310<br />Director, Social business strategy @<br />
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