#TFT12: Richard white

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I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it. So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.

See Richard's TFT speaker Pinterest board: http://pinterest.com/servicedesk/richard-white/

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#TFT12: Richard white

  1. 1. The customer service revolution… And why you should care Richard white
  2. 2. The Customer Revolution & why you should careRichard WhiteFounder, CEO
  3. 3. But first a fewdisclaimers
  4. 4. ITIL
  5. 5. ITIL(I have no idea what this even stands for)
  6. 6. This is UserVoiceA freemium, SaaS customer support andfeedback platform thats easy, modern andcomplete. We help our customers help and understandtheir users at web scale.
  7. 7. 182 people see a UserVoice widget every second.
  8. 8. Our customersAre not ITSM & traditional contact centers.They are predominantly technology companiesand often SaaS platforms, games or mobileapps.We work with everyone from startups tobusiness units of Fortune 500 companies. Mostsales are self-service, credit card & month tomonth but we do work with annual billing,invoices, training and higher level accountmanagement.
  9. 9. 110,000 UserVoice sites that have been setup 42 countries where there’s an organization using UserVoice
  10. 10. No one goes to schoolfor customer service
  11. 11. the start
  12. 12. Two different worlds of“customer service”
  13. 13. Customer Service
  14. 14. Customer Service“All agents are currentlyserving other customers”“Your call is important tous”“Press 9 to hear theseoptions again”Entering your account #only to have to repeat itto the agent
  15. 15. Customer Service“All agents are currentlyserving other customers” 20%“Your call is important to handle multiple channelsus”“Press 9 to hear these 40%options again” respond to tweetsEntering your account #only to have to repeat it 29%to the agent respond < 1 day
  16. 16. Customer Service Our World“All agents are currently Highly skilled agentsserving other customers” Delivering great support on“Your call is important to any mediumus” A product issue is solved in“Press 9 to hear these hours or days not monthsoptions again” Every customer engagement is anEntering your account # opportunityonly to have to repeat itto the agent
  17. 17. Customer Service Our World20% 89%handle multiple channels handle multiple channels40%respond to tweets29%respond < 1 day
  18. 18. Customer Service Our World20% 89%handle multiple channels handle multiple channels40% 87%respond to tweets respond to tweets29%respond < 1 day
  19. 19. Past Future20% 89%handle multiple channels handle multiple channels40% 87%respond to tweets respond to tweets29% 83%respond < 1 day respond < 1 day
  20. 20. the future
  21. 21. the future is here
  22. 22. or is it?
  23. 23. Exceptional customercare isn’t new.
  24. 24. No, this is different.Things have changed.
  25. 25. CHANGE #1The internet has spawned ageneration of businessesbuilt around self-service.
  26. 26. Is this really necessary?
  27. 27. 43% of people said they could have solved their customer service issue on their own if better self-service tools were available.62% of people age 18 to 24
  28. 28. THE FUTURE IS...More user self-service50% of smartphone users would prefer to use a mobile customer service application to try to resolve their customer service issue before calling into the contact center.
  29. 29. THE FUTURE IS...More user self-service Less customer contacts but more complex issues56% of online consumers agree that their (customer service) calls are more complex as simple transactions are often automated
  30. 30. THE FUTURE IS...More user self-service Less customer contacts but more complex issues Less agents but better training
  31. 31. CHANGE #2Companies are moving tosubscription-based revenuemodels.
  32. 32. I know. You’re shocked.
  33. 33. 50% of US businesses have either adopted or were planning to adopt a subscription based model
  34. 34. 50% of US businesses have either adopted or were planning to adopt a subscription based model90% of mobile game spending (US) on free to play games.
  35. 35. Ye olde sales funnel.
  36. 36. THE FUTURE IS...Subscription revenue
  37. 37. THE FUTURE IS...Subscription revenue The blurring of the line between sales & support.
  38. 38. THE FUTURE IS...Subscription revenue The blurring of the line between sales & support. Better training and pay for agents
  39. 39. CHANGE #3Social media is like... athing.
  40. 40. of people said they preferred1% to get support via Twitter instead of traditional mediums.
  41. 41. of people said they preferred1% to get support via Twitter instead of traditional mediums.22% of US consumers are very to somewhat interested in resolving customer service issues. email: 67%, phone: 90%
  42. 42. THE FUTURE IS...Social Media level ofcare on traditionalchannels.
  43. 43. THE FUTURE IS...Social Media level ofcare on traditionalchannels. Word-of-month matters again. It’s too expensive to let something spill out onto Twitter.
  44. 44. CHANGE #4The era of (digital)marketing gimmicks iscoming to an end.
  45. 45. The digital marketingland rush is over.
  46. 46. The digital marketingland rush is over. 11% The increase in the average cost per click (CPC) on Google Adwords in 2011. 56% Increase in app marketing costs in the last year on iOS platform (70% on Android)
  47. 47. THE FUTURE IS...Customer retention overacquisition.
  48. 48. THE FUTURE IS...Customer retention overacquisition. 5X how much more it expensive it is to acquire new customers than satisfy and retain current ones
  49. 49. PUTTING IT ALL TOGETHER...Business is going oldschool.
  50. 50. PUTTING IT ALL TOGETHER...Business is going oldschool. The last 30+ years have been one big scaling problem.
  51. 51. PUTTING IT ALL TOGETHER...Business is going oldschool. The last 30+ years have been one big scaling problem. Agility over process. User-centric.
  52. 52. PUTTING IT ALL TOGETHER...Business is going oldschool. The last 30+ years have been one big scaling problem. Agility over process. User-centric. Quality and (via self-service)
  53. 53. So what?
  54. 54. A HUMBLE HYPOTHESIS...Maybe employees andconsumers aren’t all thatdifferent.
  55. 55. A HUMBLE HYPOTHESIS...Maybe employees andconsumers aren’t all thatdifferent. BYOD
  56. 56. A HUMBLE HYPOTHESIS...Maybe employees andconsumers aren’t all thatdifferent. BYOD74% companies that allow some form of BYOD (bring your own device) usage
  57. 57. A HUMBLE HYPOTHESIS...Maybe employees andconsumers aren’t all thatdifferent. BYOD IT Support?
  58. 58. thanks
  59. 59. WITH THANKS TO OUR SPONSOR bmc remedyforce #TFT returns june 2013

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