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Customer support using online communities

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Touching base on Social CRM for customer support, feedback and ideation via online communities.

Touching base on Social CRM for customer support, feedback and ideation via online communities.

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  • 1. Customer support in the 2.0 era
    Touching base on Social CRM for customer support, feedback and ideation via online communities
    Aditya Rao http://adityarao.name @adityarao310
    Director, Social business strategy @
  • 2. WTF has social media taught us?
    !
    People are talking about you
  • 3. … are you listening
    ?
  • 4. WTF are we doing with social media?
    !
    Social media marketing
  • 5.
  • 6. ?
    … are you forgetting something
  • 7. Users come online to find information and connect with peers
    !
    NOT for your marketing messages
  • 8. A brief history of Business communications
    What has been happening till now?
  • 9.
    • It’s called the snail mail for a reason
    • 10. One to one customer support
    • 11. Repetitive costs
    • 12. Issues with scalability
    • 13. Feedback from customers gets lost
    • In the 2.0 world, no one has time to even write you a mail
    • 14. The cooler crowd has moved onto 140 chars
    • Twitter is quick and ideal for business communications
    • 15. More reach and branding
    • 16. Personal relations with your customers
  • 17. And yet, Twitter is not the final answer
  • 18.
    • The final step, mostly is still the e-mail
    • 19. Repetition costs (solving same queries for multiple users)
    • 20. Scalability issues
  • Give users what they want – connections and conversations with peers
    !
    Eureka
  • 21.
  • 22. 850+ million answers on Yahoo! Answers and Answers.com
    ?
    Why would this even work
  • 23. Social tools will change, but not the approach
  • 24. Solve user queries
    Let the user ask a query about your service
  • 25. Remove dependencies on specific platform
    Make use of the open web for ease of user inputs
  • 26. Harness the crowd’s intelligence
    Let the community reply to the query
  • 27. Insert your company reps (sample)
  • 28. Take feedback and innovate on ideas
    Social interactions to push popular ideas
  • 29. Plug the community into organisation wide operations
  • 30.
    • Cut down of support costs
    • 31. Quickest and most scalable form
    • 32. Personal relationships with customer in needs
    Hooray! This is the customer support …
  • 33. “Often, social media implementation in the enterprise is 80% process and labor, and only 20% technology” - Jeremiah Owyang
    !
    It’s not over yet
  • 34. Integrate customer community into current support channels
  • 35. Thank you!
    contact@superchooha.com
    Aditya Rao http://adityarao.name @adityarao310
    Director, Social business strategy @