WelcomeFounder and managing Director GoResponse – providing outsourced award winning call centre services from a 50 seat centre in Kent.Whilst most of us have been focussed on the perils of the economy, there has been a revolution occurring in the background.The Evolution is social media. The Revolution is how it will change forever how we do business.
You can see the growth in web 2 applications such as facebook and youtube and the demise in the time spent in search engines.99% of Generation Y users in the US (18-24) have a profile on a social networking site.Social Media is the fastest growing communication medium in human history and so gives businesses and organisations the kind of reach never seen before. Consider this: To reach 50 million usersRadio – took 38 yearsTV – took 13 yearsInternet – took 4 yearsFacebook – took just 5 monthsFacebook now boasts more than 500 million active users, 70% of whom are outside the United States, all spending over 700 billionhours per month on the site.Every minute, 24 hours of video is uploaded to YouTube.Twitter adds 300,000new users every day, and there have been 16,000 new Tweets whilst you’ve been reading this.
In 2009 was the pivotal year where the number of unique monthly users of social networking exceeded email usage
Just look at how the swing of the usage of social media has changed over the last three years
Out customers are deciding with their feet where to obtain the information they need on the web.Whether it is purchasing, researching or sourcing support, the web is their destination of choice. And mobile computing is without doubt the largest growth area.In fact within 2 years there are eight times more owners of the iphone and itouch than it AOL had subscribers after 5 years.iPad has had the fastest adoption rate of any consumer electronics ever. To put some numbers on that it, took just 80 days to sell three million units and the current sales rate is 4.5m units per quarter. That compares with the one million units the iPhone sold in its first quarter and the 350,000 units sold in the first year by the DVD player, the most quickly adopted non-phone electronic device all according to CNBCThink about what has happened with customer services. In the drive to reduce costs, we have created more complexities and barriers. Whether using multiple levels of auto-attendants, IVRS, email support, the customer has decided to use their own tools to source response and an instant information fix.
So not only are people using computing more for social activities but the change is now that they are using it for business transactions & Customer Services.Social media has become relevant within businesses.Is this good news or bad news for businesses?Well in one hand it is good news as it potentially reduces the costs for businessesOn the other it is bad news as companies are losing touch with their customers.
So after spending thousands and thousands on call centre services and systemsCustomers are doing it for themselves!But we need to take the challenge of being part of the conversation.The dangers are that we are moving from being personal concierges to journalists
The average age of a facebookuser is 38
Robbie Williams campaign
Unauthorised employee usage
Look at the followers numbers. A selection within 24 hours.Celebrity Sponsored tweets.
Directors forum presentation
The Evolution of Customer Engagement<br />Mark Kirby<br />Managing Director – GoResponse<br />CEO - GoEngage<br />firstname.lastname@example.org<br />
The Problems<br />How do we engage and influence?<br />Who are they?<br />Facebook is just for kids…<br />How much and what are the returns?<br />Is it marketing, PR or Customer Services problem?<br />Where are they?<br />
The Opportunities<br />Influence communities – not just customers<br />Low Cost / Real Time Research<br />Mega-efficient Customer Services<br />Unearth instant sales opportunities<br />
Two Key Areas of Engagement<br />Inbound<br />Outbound<br />Facebook fan pages<br />Monitoring<br />Twitter<br />Support desks<br />Engagement<br />
Engage<br />Where is my local store?<br />How do I get help?<br />What bad service…<br />Where can I get…<br />
Engagement Strategy- The Dos<br />Offer empathy and care<br />Sound like a person – not a business<br />Respond within reasonable time-frames<br />Set achievable expectations<br />Respond with an honest tone<br />Be positive and brand evangelical<br />Meticulously ensure that post evaluation is accurate<br />
Top-line Engagement Strategy- The DONTs<br />Don’t get into conflict<br />Don’t post information that is not 100% accurate<br />Don’t guess<br />Don’t sound like a sales person<br />Don’t belittle a poster<br />If in doubt - ESCALATE<br />
Examples of Basic Engagements – e.g. Twitter<br />No problem. You might find this link helpful. Let me know! www.bit.ly<br />Thanks for the mention!<br />I’m new at ABC Company. Really sorry you feel this way. I'm passionate about what people think about us. Can I get a colleague to contact u?<br />Hi, I work with ABC Company and am pleased to say that delivery before Christmas is no problem if ordered before Friday<br />Hi. Saw your posts and had a word with my boss. Here is a link for all that gets 5% discount on orders b4 Friday! www.bit.ly<br />** After a mention, compliment , etc. make sure to follow (if not following already) from the Twitter company account<br />** These are examples of what can be said, please do not resort to “copy/paste” answers as<br />every response is different and should be treated that way.<br />
The Future - True Blended Contact<br />Optimisation of staff resource with social media management<br />Traditional utilisation of staff time (on call time)<br />
The Future of Engagement<br />Customer Services<br />Community Services<br />