Online Communities for Customer Service
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Online Communities for Customer Service

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What's next for customer service? Online communities are entering this space to create a new level of customer satisfaction.

What's next for customer service? Online communities are entering this space to create a new level of customer satisfaction.

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    Online Communities for Customer Service Online Communities for Customer Service Presentation Transcript

    • Online Communities
      For Customer Service
      © 2010 Alexander Nikolov, CMO, NINETYTEN
    • Positive customer experiences create loyal customers
      Loyal customers create brand equity
      Brand equity creates growth, revenueand profit
      Customer experiences create your brand
      One network. Yours.SM
    • Customers want many social media service options:
      Online chat
      Forum to connect with other customers
      Instant feedback
      Mobile customer service (apps, etc)
      How does social media fit here?
      One network. Yours.SM
    • Customers use Twitter to vent
      Businesses are forced to pay attention
      Responses are warranted and necessary
      70% of customers would like Twitter to be an official customer service channel
      Use Twitter!
      What should you do?
      One network. Yours.SM
    • Incomplete problem diagnosis
      Contradictory answers
      Having to repeat information
      Number of transfers to “experts”
      Agent attitude
      Lack of toll-free number
      Long hold times
      Please hold, your call is important…
      One network. Yours.SM
    • Bank of America
      Intel
      Lenovo
      Verizon
      Vodafone
      Sprint
      Palm
      The answers are in the community
      One network. Yours.SM
    • Reduction in agent-assisted interactions;
      Reduction in agent-assisted email;
      Increase in first-contact resolution;
      Increase in agent productivity;
      Increase in product ideation;
      Boost in relevant Web-site content and reduced search-engine optimization costs; and
      Improved customer retention and customer lifetime value.
       "The ROI of Online Customer Service Communities”, Forrester, June 2009
      The 7 Benefits of Online Customer Service Communities
      One network. Yours.SM
    • Alexander Nikolov
      alex@ninetyten.com
      @NINETYTEN
      Thank you.
      One network. Yours.SM