With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It's the number one initiative that directly affects a company's most valuable asset: customers.
What should companies invest in? Customer Service Social Media - It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009. This talk will provide the basis for developing an ROI for social media and the customer service center.
How Social Media is Transforming Customer Service and the Customer Experience
How Social Media isNatalie Petouhoff,Senior Analyst,Forrester Research Transforming Customer ServiceGary McNeil,Vice President, Marketing,Parature Inc. and the Customer Experience
OUR BUSINESS Parature is a global leader in on-demand software (SaaS) for customer service and support Parature enables organizations to: • Reduce the cost of supporting their customers • Have a 360 view of customer issues • Retain their customers • Improve customer loyalty • Generate more revenue from their base • Deliver “great” customer service
PARATURE - ONE INTEGRATED SUITE• One stop shopping• One integrated software suite – on-demand • Parature Portal • Parature Ticket • Parature Knowledgebase • Parature Reporting • Parature Chat • Parature Forum • Host of other modules“With Parature, we do not have to increase our CSR headcount…we would have needed two tothree additional CSR‟s with the rate that JobFox is growing.” - JobFox
PARATURE REDUCES SUPPORT COSTS BY 5X $40 $36.24 Cost per transaction $35 $30 $25 $25 $20 $15 $7.94 $10 $5 $0 Phone Email Self Service Support*A survey published by the Association of Support Professionals compares the high cost of phone support to email and web self-servicesupport.
CONSISTENT TRACK RECORD, QUARTER OVER QUARTER 27 Quarters of Growth, 750 Customers and High Retention Rates 800 700 600 500 400 300 200 100 0 Q3 2002 Q1 2003 Q3 2003 Q1 2004 Q3 2004 Q1 2005 Q3 2005 Q1 2006 Q3 2006 Q1 2007 Q3 2007 Q1 2008 Q3 2008 Q1 2009 “ I love your product and will be more than happy to do a case study and press release for you. A few months ago, I thought I had to hire more CustomerSupport Reps, but now my reps are asking for more work because your product has reduced much of the workload.” - Victor Pitts, VP Support, Moniker
800 CUSTOMERS ACROSS INDUSTRIES & MARKET SEGMENTSTechnology Business Services Gaming and Digital MediaEducation Associations Healthcare
MACRO TRENDS ON CUSTOMER SERVICE AND SUPPORT • Support Channel preferences are radically changing with each generation • New technology trends can impact customer service behavior • Understand who your target customer is and how they prefer to be supported • A new generation of Service Desk Agents embracing newer technology Source: SSPA and Wikipedia, 2007
SOCIAL MEDIA AND NEXT GENERATION CUSTOMER SERVICE• Customers want many social media service options: • Log a chat session with a quick question • Go to a forum to have another customer help them with their answer • Deliver instant feedback on your customer interaction • Customer service via iPhone• Post a tweet on Twitter • Organizations are forced to act on social media interactions from their customers • Sometimes it is a customer who is venting about a product or service • Responses to the customer tweet are warranted and in many cases necessary
KEY CHAT CAPABILITIES 16 Issue Summary Priority 2 Toolkit5 My Chats List 4 Toolbar 3 Shortcuts
NEW TWITTER INTEGRATION Monitor What Your Customers are Tweeting About Your Business• Help companies search the millions of „tweets‟ to find relevant conversations• Capture the conversation by creating a new ticket that tracks the original „tweet‟ & enables easy response Capture and monitor “tweets” about what others are saying about your• Easily funnel relevant solutions from business or service experience. your knowledgebase into a „tweet‟• Create reports to analyze how many Measure Twitter Traffic Versus Other Support Channels in tickets are being generated from Real-time. „tweets‟