0
Social Customer Self Service
in financial services sector




                  Lee Provoost, Technology Strategy at Heads...
Headshift, part of the Dachis Group
smarter > simpler > social >




Headshift is Europe's leading
social business consult...
Workforce Collaboration
Enterprise 2.0
Customer Participation
Social Media
Clients
http://www.headshift.com/projects
Social Customer Self Service
What’s in it for me?




   “... study of the Lenovo community noted a
     20% decline in th...
Fidor Bank AG
Banking with friends




                Matthias Kroner, CEO Fidor: “It is the people who are the bank.”
  ...
giffgaff
People powered mobile network




                      giffgaff - the people powered mobile network
            ...
Zopa
Marketplace for Social Lending




            People lend and borrow money with each other, sidestepping the banks.
...
Customer Communities
The benefits




  • Reduced cost in dealing with customer contact
  • Greater reach when interventio...
Swarm Intelligence
User generated content, ambassadors and 1/9/90 rule
Community Manager
The intentional creation of a community




Task:
• Set the tone of the boards.
• Welcome new users.
• T...
Return On Investment
Show me the money




     Natalie and Forrester modelled some ROI estimates on a hypothetical compan...
Everyone is an ambassador now
The bigger picture




http://darmano.typepad.com/logic_emotion/2009/11/tweeting.html
Customer Community Platforms
Overview with some of their high profile clients

   Jive Social Business Software




   Tel...
Thank you!
Q&A + Contact details




Lee Provoost
Technology Strategy at Headshift

Twitter: @leeprovoost
E-mail: lee.prov...
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Social Customer Self Service

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Published on

Using social collaboration tools and social media to lower the cost of customer contact / call center support.

Presentation for IFA Life Social Media in Financial Services in London (13 January 2010).

Published in: Technology, Business, Education

Transcript of "Social Customer Self Service"

  1. 1. Social Customer Self Service in financial services sector Lee Provoost, Technology Strategy at Headshift Social Media in Financial Services 13 January 2010, London http://www.flickr.com/photos/reservasdecoches/3199872487/
  2. 2. Headshift, part of the Dachis Group smarter > simpler > social > Headshift is Europe's leading social business consultancy. We help organisations use smarter, simpler, social technologies to improve business performance, communication and employee engagement. London | Sydney | Austin
  3. 3. Workforce Collaboration Enterprise 2.0
  4. 4. Customer Participation Social Media
  5. 5. Clients http://www.headshift.com/projects
  6. 6. Social Customer Self Service What’s in it for me? “... study of the Lenovo community noted a 20% decline in the rate of call volume comparative 2007 to 2008 time periods ...” http://lithosphere.lithium.com/t5/Enterprise-on-the-Surface/bg-p/scott/date/8-1-2009 Lower TCO of support. Faster response time. Scalability in peak situations
  7. 7. Fidor Bank AG Banking with friends Matthias Kroner, CEO Fidor: “It is the people who are the bank.” http://www.fidor.de/ http://www.slideshare.net/SOMESSO/matthias-krner-innovation-in-banking-finance http://www.youtube.com/watch?v=0nJ97CGcJJk
  8. 8. giffgaff People powered mobile network giffgaff - the people powered mobile network http://giffgaff.com/
  9. 9. Zopa Marketplace for Social Lending People lend and borrow money with each other, sidestepping the banks. http://uk.zopa.com
  10. 10. Customer Communities The benefits • Reduced cost in dealing with customer contact • Greater reach when interventions are made • Gradual creation of a knowledge base, co-created by members • Generation of interesting data for customer care, marketing and PR http://www.flickr.com/photos/stevenwarburton/3209461104/
  11. 11. Swarm Intelligence User generated content, ambassadors and 1/9/90 rule
  12. 12. Community Manager The intentional creation of a community Task: • Set the tone of the boards. • Welcome new users. • Thank users for contributions. • Summarise discussions. • Act as the face of the brand. Background: • “social media junkies” • ex-community leads • Customer care • Technical support team Enjoy engaging with customers! http://www.flickr.com/photos/renaissancechambara/3543135684/
  13. 13. Return On Investment Show me the money Natalie and Forrester modelled some ROI estimates on a hypothetical company with 500,000 customers that receives approximately 30,000 calls per month. In the report, she calculates that over a three-year time frame, such a typical company will probably need to invest approximately $1.2 million for a well- functioning online customer service community. The estimated payback in benefits will be seen within the first year, Forrester estimates. The analyst firm’s model suggest that the first-year outlay for the hypothetical company will total about $500,000 in start-up costs, but will return about $900,000 in benefits. Benefits will continue to accrue at about $900,000 a year in the years after than, while annual costs will run about $400,000. Forrester Research - The ROI of Online Customer Service Communities http://www.fastforwardblog.com/2009/07/16/roi-found-here-online-Customer- service-communities/
  14. 14. Everyone is an ambassador now The bigger picture http://darmano.typepad.com/logic_emotion/2009/11/tweeting.html
  15. 15. Customer Community Platforms Overview with some of their high profile clients Jive Social Business Software Telligent Awareness Social Media Marketing Lithium
  16. 16. Thank you! Q&A + Contact details Lee Provoost Technology Strategy at Headshift Twitter: @leeprovoost E-mail: lee.provoost@headshift.com http://www.headshift.com London SE1 2NQ http://www.flickr.com/photos/stevezaslavsky/1363027861/
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