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Improving Customer Service with Communities And Gaining Social Media ROI
 

Improving Customer Service with Communities And Gaining Social Media ROI

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Wondering how customer communities can benefit Customer Service? In this webinar with Vice President Scott Hirsch of Product Marketing at www.GetSatisfaction.Com we talk about how businesses are ...

Wondering how customer communities can benefit Customer Service? In this webinar with Vice President Scott Hirsch of Product Marketing at www.GetSatisfaction.Com we talk about how businesses are gaining large ROI with social customer communities.

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    Improving Customer Service with Communities And Gaining Social Media ROI Improving Customer Service with Communities And Gaining Social Media ROI Presentation Transcript

    • Improving Your Top and Bottom Line with Communities Scott Hirsch Vice President Product Marketing www.GetSatisfaction.Com Dr. Natalie Petouhoff CEO Executive Success Acceleration Firm www.DrNatalieNews.com www.Twitter.com/DrNatalie
    • Twitter: #custserv @GetSatisfaction The Get Satisfaction community platform is designed to create engaging customer experiences at every stage of the customer lifecycle. About Get Satisfaction 70,000 Customer Communities 35 million consumers/ month Connect with each other and the companies they care about To ask questions, share ideas and give praise @getsatisfaction
    • Twitter: #custserv @GetSatisfaction ! Introductions ! Consumer Trends ! What is a Customer Community? ! Four Community Platform Value Drivers ! Questions and Answers 3 Agenda
    • Twitter: #custserv @GetSatisfaction 4 Paradigm Shift in Service and Support Driven by Consumer Trends Source: Forrester’s Top 15 Trends for Customer Service in 2013, January 14, 2013, Kate Leggett #2 Self-serviceVoice is still #1 3rd is 1-to-1channels Community (24% increase) Web Self-serve (12% increase)
    • Twitter: #custserv @GetSatisfaction 5 This Paradigm Shift Affects Sales and Marketing,Too SALES INFLUENCED BY “EXPERT” CONTENT ONE-TO-ONE SUPPORT PUSH MARKETING SALES INFLUENCED BY SOCIAL PROOF MANY-TO-MANY SUPPORT PULL MARKETING Shift From Company-Centric Processes To Customer-Centric Processes
    • Twitter: #custserv @GetSatisfaction 6 What Is a Community? Online platform that facilitates conversations between companies and their customers across digital channels. The content and connections in the community can be leveraged by businesses for marketing, service/support, sales, brand awareness, and R&D. COMPANIESCUSTOMERS
    • Twitter: #custserv @GetSatisfaction 7 Community content drives engagement Top Reasons Consumers Participate in a Branded Customer Community
    • Twitter: #custserv @GetSatisfaction 75% Reduction in Support Tickets 1200 Product Ideas from the Community athenahealth Client feedback and insight into R&D 50% Decrease in Support Costs 1,000 Product Champions per Month 9 Brand Communities @getsatisfaction Some examples of business results
    • Twitter: #custserv @GetSatisfaction ! Value Driver: Reduce the number one-to-one interactions ! How? –  Curate user-generated content for one-to- many support (especially good for “long-tail” content) –  Search engine optimization (SEO) –  Identify and activate super-users for peer- to-peer support 9 Community ROI: Reduce Support Costs •  75% reduction in support tickets in the first 60 days •  Community as primary support channel
    • Twitter: #custserv @GetSatisfaction ! Value Driver: Multi-channel, real-time, and integrated into business workflows. ! How? –  Offer multi-channel community (web, mobile, social) –  Integrate with business systems –  Improve knowledgebase efficiency 10 Community ROI: Improve Support Efficiency •  Expanding nationally without adding reps •  Community integrated with website and chat (Velaro)
    • Twitter: #custserv @GetSatisfaction ! Value Driver: Increase customer loyalty, purchase intent, and word-of- mouth advocacy ! How? –  Improve loyalty and lifetime value –  Acquire new customers with increased referral traffic –  Create a customer-centric culture 11 Community ROI: Increase Revenue •  Revenue protected by early feedback on price changes •  3% increase in marketing site pageviews
    • Twitter: #custserv @GetSatisfaction ! Value Driver: Improve PR effectiveness by identifying issues in real-time and providing a definitive response that shows up in organic search. ! How? –  Mitigate spikes in call and email volume –  Search Engine Optimization 12 Community ROI: Lower Operational Costs for PR •  Community gives PR a real-time pulse on consumer concerns •  Example: topics on humane sourcing of meat
    • Twitter: #custserv @GetSatisfaction 13 Get Satisfaction Community Platform Our platform is specifically optimized for ROI … Building Relationships (Opt in) Creating Rich Content Facilitating Engagement Multi-channel Entry Points Organic Search (SEO)
    • Contact us! Call (877) 339-3997 or visit us online www.getsatisfaction.com Dr. Natalie Petouhoff CEO Executive Success Acceleration Firm www.DrNatalieNews.com www.Twitter.com/drnatalie