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Back to the future of customer service / Part 1: Peer to Peer customer support

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First part of a series of slides about Customer Service's future. Others will be coming soon, you can sign up to our newsletter here to receive them: http://eepurl.com/OgIyb

1st Topic: Peer to Peer Customer Support
How can your customer service representatives establish leadership in a customer support branded community. The presentation tells you how to be part of the community and create a deeper bound with customers using live video chat.

Published in: Business
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Back to the future of customer service / Part 1: Peer to Peer customer support

  1. 1. 1 Peer to peer customer support BACK TO THE FUTURE OF CUSTOMER SERVICE
  2. 2. ABOUT We’re offering a user friendly live video chat service for website owners who want to connect with their customers learn more at http://www.customericare.com
  3. 3. ABOUT BACK TO THE FUTURE OF CUSTOMER SERVICE presentation1 every 2 weeks about 1 prediction for Customer Service’s future. Be the firs to know about next presentations SUBSCRIBE TO OUR NEWSLETTER
  4. 4. MORE PEER TO PEER This week, let’s get ready for 1
  5. 5. ILLEGAL DOWNLOADING NOT the kind that involves I m a pirate
  6. 6. BUT the kind that involves CUSTOMER SUPPORT I wonder if those shoes hurt
  7. 7. peer to peer customer support? WHAT IS
  8. 8. Let’s say you are SELLING SHOES ONLINE and you have a really nice website with beautiful pictures
  9. 9. Now imagine a lovely woman IS LOOKING FOR SHOES Jenny, 25 years old. Looking for shoes to wear at her sister s wedding. Doesn t want to end up bare foot because the shoes are killing her.
  10. 10. Look at Jenny’s CONCERN I don t want to end up bare foot because the shoes are killing me.
  11. 11. this concern? HOW ARE YOU ADDRESSING PHOTOS SIZE CHART CUSTOMER REVIEWS BAD GOOD
  12. 12. the first level of peer to peer customer service CUSTOMER REVIEWS ARE This is a review taken from Zappos website Customers can rate «comfort» and since everyone has different feet they can also describe how the shoes fit
  13. 13. is trending in P2P WHAT support today?
  14. 14. ONLINE SUPPORT COMMUNITIES Forums where customers can ask the community about issues they encounter with a product
  15. 15. I.T BRANDS ARE ALREADY really good at it they allow people to connect in different ways (so it is not all about doing customer service s job) and they congratulate most engaged users
  16. 16. HAVE BEEN THERE FOR A LONG TIME Communities and forums The first internet forum was born in 1983 and the company is still active today http://www.delphiforums.com/
  17. 17. SO WHAT IS DIFFERENT NOW?
  18. 18. PEOPLE TRUST THEIR ONLINE PEERS MORE 79% trust online reviews as much as personal recommendations
  19. 19. BUT THEY DON’T ALWAYS TRUST BRANDS 30% suspect censorship or fake reviews when they don’t see negative reviews
  20. 20. CUSTOMER SERVICE? What about
  21. 21. COMPANIES STARTED OUTSOURCING to save money
  22. 22. MADE MISTAKES ... and some of them agents that don’t have a good grasp on the language call centers management methods putting quantity before quality difficult coordination with other company’s departments
  23. 23. CUSTOMERS ARE SURPRISED Now, when the agent on the phone SPEAKS GOOD ENGLISH
  24. 24. 70% believe they often know more about what they’re enquiring about than the agent AND
  25. 25. TO THEIR PEERS So, they are turning
  26. 26. AS AN OPPORTUNITY And brands see it to delegate again
  27. 27. SAVE EVEN MORE MONEY And Those are customers and brands found a way to make them work for them through SUPPORT COMMUNITIES
  28. 28. The only thing they do is REWARDING TOP CONTRIBUTORS USING GAMIFICATION That s another trend
  29. 29. WHAT IS GAMIFICATION? .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo 10 pts Everytime the customer posts a useful review... ... he gets a point... ... and the more points he has, the better his ranking in the community
  30. 30. FROM VIRTUAL POINTS TO REAL DISCOUNTS Rewards can vary, Discounts can create more engagement but lower quality of content (so you have to monitor the answers a bit more)
  31. 31. For example, Lithium includes gamification through «kudos» in its social (P2P) support solution
  32. 32. AND IT’S WORTH IT 10 to 50% brands offering peer to peer customer service are expected to cut costs by
  33. 33. BUT you CAN’T delegate all customer service issues to your customers
  34. 34. THINK ABOUT IT THIS WAY How can you bring value through customer service? IN OTHER WORDS What will make customers come to you and not their peers?
  35. 35. THERE IS ONE THING YOU AND YOUR REPS KNOW BETTER THAN ANYONE ELSE
  36. 36. YOUR BRANDyour products your culture your policies your next projects
  37. 37. GOOD CUSTOMER SERVICE BEGINS WITH TAKING CARE OF YOUR EMPLOYEES train them to be experts in their field talk about company s future and achievements with your teams create an environment where everyone feels free to share ideas
  38. 38. YOUR REPS WILL BECOME LEADERS IN THE COMMUNITY Make them instantly recognizable to help that happen
  39. 39. WHAT MAKES A GOOD COMMUNITY LEADERS? They re experts in their field They listen to the community They post on a regular basis They keep the discussion alive
  40. 40. AND THEY WILL ALLOW YOU TO: GAIN CREDIBILITY BUILD TRUST MAKE YOUR BRAND MORE HUMAN BUILD MEANINFUL RELATIONSHIPS WITH CLIENTS
  41. 41. BUT YOU ALSO HAVE TO OFFER PRIVATE WAYS TO REACH YOU Phone: 0088888888 Email: info@shoesthatrockhard.com Twitter // Facebook CONTACT US phone: quicker but it makes people leave the computer email: good for complexe inquiries but very long wait time social networks: that s not really private, is it?
  42. 42. REACH YOU INSTANTLY ONLINE .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo live chat window: - instant answer - right on the website - convenient for users - cost effective for you CLICK HERE FOR MORE INFO ABOUT LIVE CHAT The best for them would be to
  43. 43. COMMUNITY COULD LOOK LIKE Here’s what your .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo My community forum to ask questions top contributors your customer service team live chat window
  44. 44. CUSTOMERS CAN CHOOSE community forum live chat - when no customer rep is online - when they want multiple opinions about their problem - for technical problems that they will be able to fix on their own - for private matters involving account numbers and private info - for an instant answers - for any matter requiring some action for an official brand representative (refund, problem with delivery...)
  45. 45. THE FUTURE Now, let’s imagine
  46. 46. ARE YOU READY ?
  47. 47. SUPPORT COMMUNITIES ARE GOING TO GROW
  48. 48. ENGAGEMENT WITHIN THE COMMUNITY WILL GIVE BIRTH TO NEW LOYALTY PROGRAMS
  49. 49. How will that work exactly? yes, this one! Remember our shoes store example?
  50. 50. Imagine that after buying shoes YOU COULD GET REWARDED FOR POSTING A REVIEW
  51. 51. REVIEWS WOULD BE DISPLAYED LIKE A DISCUSSION BOARD But
  52. 52. USERS COULD ASK QUESTIONS right on the product page Can I wear those shoes if it rains or will I need to waterproof them?
  53. 53. AND GET AN ANSWER INSTANTLY
  54. 54. YOU WOULD GET POINTS FOR EVERY ANSWER THAT CUSTOMERS FOUND USEFUL When posting an answer,
  55. 55. THEN YOU COULD USE THESE POINTS TO BUY MORE SHOES
  56. 56. CUSTOMER SERVICE REPS? Will you still need
  57. 57. OF COURSE YOU WILL !
  58. 58. THEY ARE THE FACE OF YOUR BRAND THE PROOF YOU CAN BE USEFUL TO CUSTOMERS
  59. 59. BUT THEIR JOB WILL EVOLVE They will create a relationship between your brand and your community They will not only solve problems
  60. 60. CUSTOMERS WILL KNOW THEIR NAME not only their position in the company Hi! It s John, nice to see you again Jenny
  61. 61. with your customers THE MORE SOCIAL YOU WILL GET THE MORE LOYAL THEY WILL BE
  62. 62. So, don’t let your community GROW BY ITSELF
  63. 63. BE A PART OF IT
  64. 64. INTERACT WITH YOUR CUSTOMERS
  65. 65. DON’T BE SCARED TO GET PERSONAL
  66. 66. TO START A FACE TO FACE CONVERSATION .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo
  67. 67. TO SHOWCASE YOUR PRODUCTS ON CAMERA .ooooooooooooooooooooooooooooooooo ooooooooooooooooooooooo ooooooooooooooooooooooooooooooo ooooooooooooooooooooooooooooooo
  68. 68. Wow, that was quick! Thank you so much. WITH NO WAITING TIME It takes about 24 seconds to get an answer on live chat
  69. 69. START INNOVATING NOW
  70. 70. TRY CUSTOMERICARE LIVE VIDEO CHAT! ASK FOR FREE TRIAL
  71. 71. http://www.customericare.com Follow us on Twitter: @customericare SUBSCRIBE TO OUR NEWSLETTER

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