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Customer Support in the Facebook & Twitter Era

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Panel Discussion with: Dr. Natalie Peouhoff, Senior Analyst at Forrester; Wendy Lea, CEO at GetSatisfaction; Bob Warfield, CEO at Helpstream; Phil Fernandez, CEO at Marketo and Moderated by Clara Shih, Author, "The Facebook Era" and CEO at Hearsay Labs. Presented at Enterprise 2.0 San Francisco 2009.

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Customer Support in the Facebook & Twitter Era

  1. 1. PANEL Customer Support in the Facebook & Twitter Era Customer Support in the Facebook & Twitter Era Dr. Natalie Petouhoff (@drnat) – Senior Analyst at Forrester Wendy Lea (@wendyslea) – CEO of GetSatisfaction Bob Warfield (@bobwarfield) – CEO of Helpstream Phil Fernandez (@marketo) – CEO of Marketo Moderator: Clara Shih (@clarashih) Author, The Facebook Era and CEO, Hearsay Labs #e2conf‐36
  2. 2. Welcome to the Era of Facebook and Twitter Facebook. 300M users (+153%)        8B mins/day Twitter. 58M users (+1170%) iPhone/iTouch. 57M users (+166%) / ( ) © thefacebookera.com 2009 @clarashih
  3. 3. Customer service is an example of where voice of the customer is heard loud and clear in the cloud As a customer-facing department, the need for change in customer service is obvious… g Agents give Self-service is no inconsistent service at all. responses Agents don’t have don t up-to-date status on Agents can’t help me my problem. without escalation. Source: May 30, 2009, “The ROI of Customer Service Social Media: Online Communities” Forrester report 3 Entire contents © 2009 Forrester Research, Inc. All rights reserved.
  4. 4. Customer frustration has stoked a perfect storm… • Years and years of bad customer service… • Press takes notice and publicizes it… • Web 2.0 technologies empower customers… 20 customers • Power is in the hands of the people… Source: January 21, 2009, “The Economic Necessity Of Customer Service” Forrester report 4 Entire contents © 2009 Forrester Research, Inc. All rights reserved.
  5. 5. But the ROI of customer service social media is ongoing because… di i i b Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report 5 Entire contents © 2009 Forrester Research, Inc. All rights reserved.
  6. 6. …There is a complete business transformation… t f ti • Absent of: – Politics and resistance – “Not invented here” or “not my problem problem” • Process visibility via social media lead to transformation of: –E i Engineering, P d t i Product Development, QA – Fulfillment, Order Management, – Marketing, Sales and Advertising • Chalk it up to the “Witness” factor p Source: August 14, 2009, “Best Practices: Five Strategies For Customer Service Social Media Excellence ” Forrester report 6 Entire contents © 2009 Forrester Research, Inc. All rights reserved.
  7. 7. PANEL Customer Support in the Facebook & Twitter Era Customer Support in the Facebook & Twitter Era Dr. Natalie Petouhoff (@drnat) – Senior Analyst at Forrester Wendy Lea (@wendyslea) – CEO of GetSatisfaction Bob Warfield (@bobwarfield) – CEO of Helpstream Phil Fernandez (@marketo) – CEO of Marketo Moderator: Clara Shih (@clarashih) Author, The Facebook Era and CEO, Hearsay Labs #e2conf-36 7 Entire contents © 2009 Forrester Research, Inc. All rights reserved.

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