http://bit.ly/1clmLDG, The best support is that which allows customers to find answers for themselves. Learn how to leverage community for customer self-service.

1. Optimize Self Service Support
with Community
Stephen Mann
Sr.Dir. Support & GM SMB
@mannstephen

2. @getsatisfaction 2 #GetSuccess @mannstephen
! What’s your problem statement?
! What’s your reality?
! How Get Satisfaction was used to solve self support and
scale at Mint.com
– Point of Need Help
– SEO
– Bug Containment and Crowdsourcing
– Broadcasting
! Success Measurement
Optimize Self Support using
Get Satisfaction

3. @getsatisfaction 3 #GetSuccess @mannstephen
! Self service is the practice of serving oneself, usually when
purchasing items.
! In 1917, the US Patent Office awarded Clarence Saunders a patent for
a "self-serving store." Saunders invited his customers to collect the
goods they wanted to buy from the store and present them to a
cashier, rather than having the store employee consult a list
presented by the customer, and collect the goods. Saunders licensed
the business method to independent grocery stores; these operated
under the name "Piggly Wiggly.”
! Self-service is used on the phone, web and email to facilitate
customer service interactions using automation.
Source: Wikipedia
Self Service

4. @getsatisfaction 4 #GetSuccess @mannstephen

5. @getsatisfaction 5 #GetSuccess @mannstephen

6. @getsatisfaction 6 #GetSuccess @mannstephen
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Right click image and choose “change picture” from
menu to replace with your own and write optional
caption in this space.

7. @getsatisfaction 7 #GetSuccess @mannstephen
! Simple
! Forking
! Set Expectations
Optimize Self Support using
Get Satisfaction

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! Real time mgmt
! Near zero design friction
! Deflection with value
Point of Need Help

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Your Knowledge Base and Community
Content Without Good SEO

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! SPS Commerce ROI
! Federated Search – Valley Bikes
! SEO – Organic Search v. InApp
! Point of Need Help
! Community Health Analytics
! Align Your Weekly Reporting with the Business KPIs
! Scrub and Update Old Topics!
! Expectation, Expectation, Expectation
Must See and Take Home

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Questions
Answers.
Keep
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going…
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smann@getsa.sfac.on.com