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Online customer service trends 2012
 

Online customer service trends 2012

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In current days of economic downturn, increased competition and gen y customers, the customer is really the king. Presentation discusses current leading trends in online customer service and ...

In current days of economic downturn, increased competition and gen y customers, the customer is really the king. Presentation discusses current leading trends in online customer service and demonstrates how organizations are using OCS to increase customer satisfaction and loyalty.

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    Online customer service trends 2012 Online customer service trends 2012 Presentation Transcript

    • Online Customer Service 2012: Shay Rosen Head of Strategy & Consulting shayr@realcommerce.co.il
    • • Strategy Business analysis, Concept creation, UX, UI• Technology Robust, Smart, efficient content management & e commerce platforms for mega sites• Leadership Powering Israel’s largest and most successful enterprises
    • Shay RosenHead of Strategy & Consulting, realcommerceShayr@realcommerce.co.ilhttp://www.linkedin.com/in/shayrosenhttp://www.facebook.com/shayrshttp://www.slideshare.net/shayrsM: 052-5118539
    • World economy
    • Raging Consumers
    • Increased Competition
    • Gen y
    • Online Customer Service 2012 Paradigm Change2000-2010 – Revenue Generation, Cost ReductionCustomer acquisition2010->Customer Experience & Customer Retention
    • Customer Centric approach• Focus on the customer – understand needs and look for satisfaction• Match the service to the customer, not he customer to the service• Provide the right services for the right needs• Be available• Everywhere• All the time
    • New Vs. Existing customers• Currently – Equal focus• Separate sites for new customers and for existing customers service Products New Customers Promotion Existing Customers Join Self Service
    • Monetize & Serve existing customers• Smart Self Service• Personalized product promotion• Online sales to existing customers Existing Customers New Self Service Customers Personalized promotion & sales Join Service
    • The customer needs Control Support Billing Actions
    • Support – Lenovo – Nobody RTFM
    • Video Support
    • Community support
    • Active Community
    • Different kinds of customers• Navigation• Search• Popular
    • Billing - Control & Transparency• Dashboard interface• Understand current bill status• Decision supporting information
    • Actions – Decision support tools
    • Actions – Decision support tools
    • Hello – anybody here?
    • Multi-Channel support
    • Twelpforce – sample case
    • Mobile access – Multi screen service• Rapidly growing• Increased engagement• New business opportunities
    • The Multi Screen Organization
    • “Your Most unhappy customers are your greatest source of learning” Bill Gates Always listen to customer feedback
    • Wrap up• The customer is the king (really)• Focus on customer needs not on organization constraints• Present information in an attractive and cool way• Be transparent• Provide control• Be present everywhere • On every channel & every screen• Be available• Get better – Never stop
    • Shay RosenHead of Strategy & Consulting, realcommerceShayr@realcommerce.co.ilhttp://www.linkedin.com/in/shayrosenhttp://www.facebook.com/shayrshttp://www.slideshare.net/shayrsM: 052-5118539
    • Online Customer Service 2012: Shay Rosen Head of Strategy & Consulting shayr@realcommerce.co.il