Providing Outstanding Self-Service Support with Community

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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.

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.

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  • 1. Optimize Self Service Supportwith Community Stephen MannSr.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 andscale at Mint.com–  Point of Need Help–  SEO–  Bug Containment and Crowdsourcing–  Broadcasting! Success MeasurementOptimize Self Support usingGet Satisfaction
  • 3. @getsatisfaction  3 #GetSuccess  @mannstephen! Self service is the practice of serving oneself, usually whenpurchasing items.! In 1917, the US Patent Office awarded Clarence Saunders a patent fora "self-serving store." Saunders invited his customers to collect thegoods they wanted to buy from the store and present them to acashier, rather than having the store employee consult a listpresented by the customer, and collect the goods. Saunders licensedthe business method to independent grocery stores; these operatedunder the name "Piggly Wiggly.”! Self-service is used on the phone, web and email to facilitatecustomer service interactions using automation.Source: WikipediaSelf Service
  • 4. @getsatisfaction  4 #GetSuccess  @mannstephen
  • 5. @getsatisfaction  5 #GetSuccess  @mannstephen
  • 6. @getsatisfaction  6 #GetSuccess  @mannstephen! Lorem Ipsum! Lorem Ipsum! Lorem IpsumRight click image and choose “change picture” frommenu to replace with your own and write optionalcaption in this space.
  • 7. @getsatisfaction  7 #GetSuccess  @mannstephen! Simple! Forking! Set ExpectationsOptimize Self Support usingGet Satisfaction
  • 8. @getsatisfaction  8 #GetSuccess  @mannstephen! Real time mgmt! Near zero design friction! Deflection with valuePoint of Need Help
  • 9. @getsatisfaction  9 #GetSuccess  @mannstephenYour Knowledge Base and CommunityContent Without Good SEO
  • 10. @getsatisfaction  10 #GetSuccess  @mannstephen! 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, ExpectationMust See and Take Home
  • 11. @getsatisfaction  11 #GetSuccess  @mannstephenQuestionsAnswers.Keep  the  conversa.on  going…  h2p://gsfn.us/t/3zand  smann@getsa.sfac.on.com