Rxp gem C4 Presentation

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Rxp gem C4 Presentation

  1. 1. Excelling at Customer Service in the Social Media Age Paul Weald 21 January 2010
  2. 2. Multi channel communications • The business context – the fours Cs – Contact Strategy – Customer demographics – Communications capability – Control
  3. 3. So what makes excellent Customer Service?
  4. 4. How to exploit social media • Information Distribution – Own web site – Third party sites – Multi-media (text, voice and video) • Customer Response – Callback – Webchat – Collaboration tools – Chat Moderators
  5. 5. Anglian sell windows and conservatories
  6. 6. Online form filling to make an enquiry
  7. 7. Callback form pops up Anglian have increased the appointment conversion rate by 80% They have also simplified the form as a result of user feedback
  8. 8. West End Theatre bookings
  9. 9. Text chat – Hema replies promptly
  10. 10. Web chat potential • Example of an ISP – Telco client e.g. selling broadband – Dedicated live chat operators handle up to 4 simultaneous chat sessions – Option of chat provided at key pages in purchase process – to specific customer groups – Conversion increased from 5% to 20% on these pages – Significant ROI on providing facility
  11. 11. Collaboration tools • Innovative use of technology – NSPCC Online service designed to help youngsters communicate more freely with counsellors – Secure environment 'white board' allows children to draw pictures – Commonly used in the counselling of children who find it difficult to express themselves on painful issues like family breakdown.
  12. 12. Chat Moderators • With the rise in use of social networking communities – how do ensure user generated content is appropriate? • Example from RXP online bingo client – Role of CM is to monitor users, run online bingo chat games and foster a sense of community – Studies show providing this level of Customer Service means that players stay longer and return more often
  13. 13. Don’t forget the strategy! • Start with the fours Cs – Contact Strategy • Channel Management – Customer demographics • Who uses what? – Communications capability • Insource and/or outsource – Control • Remember - it’s a viral thing!

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