The future of
customer support
Andreas Johannsen • Klean
2010-10-27
http://www.flickr.com/photos/ironrodart/
Hello, I’m Andreas Johannsen
• Partner at Klean
• Expert on social media and
strategic web communications
• www.klean.dk
•...
Klean is...
» 12 employees
» 50-60 including teams
» Copenhagen + Aarhus
» Delivering business value through internet
tech...
Where are we?
Your customers know
your products better
than you
Your customers are talking
about your products 365/7/24
in online communities
Actually, they are
already trying to invite
you to the conversation
Where are we going?
Your customer support
is run by your
customers
Actually, they are also going to
help you improve your products.
For free.
What’s taking you
there?
You are going to engage in the
conversations with your customers
through social media — both on your
own site and on socia...
14
How you relate
to the market
How you should
relate to the market
Your
company
The Market
Competitor
Media
Your
company
The Market
Competitor
Media
Your
company
The Market
Competitor
Media
The future of
customer support
Customer support
=
Outsourced to
your customers
Customer support
=
Your best marketing
Customer support
=
Driving your innovation
http://www.flickr.com/photos/torley/
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On the future of customer service

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Presentation at Lithium event in Copenhagen

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On the future of customer service

  1. 1. The future of customer support Andreas Johannsen • Klean 2010-10-27 http://www.flickr.com/photos/ironrodart/
  2. 2. Hello, I’m Andreas Johannsen • Partner at Klean • Expert on social media and strategic web communications • www.klean.dk • twitter.com/andjohan • andreas@klean.dk • +45 2620 3221
  3. 3. Klean is... » 12 employees » 50-60 including teams » Copenhagen + Aarhus » Delivering business value through internet technology » Dedicated to agile methods
  4. 4. Where are we?
  5. 5. Your customers know your products better than you
  6. 6. Your customers are talking about your products 365/7/24 in online communities
  7. 7. Actually, they are already trying to invite you to the conversation
  8. 8. Where are we going?
  9. 9. Your customer support is run by your customers
  10. 10. Actually, they are also going to help you improve your products. For free.
  11. 11. What’s taking you there?
  12. 12. You are going to engage in the conversations with your customers through social media — both on your own site and on social networks.
  13. 13. 14 How you relate to the market
  14. 14. How you should relate to the market
  15. 15. Your company The Market Competitor Media
  16. 16. Your company The Market Competitor Media
  17. 17. Your company The Market Competitor Media
  18. 18. The future of customer support
  19. 19. Customer support = Outsourced to your customers
  20. 20. Customer support = Your best marketing
  21. 21. Customer support = Driving your innovation
  22. 22. http://www.flickr.com/photos/torley/
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