Online Communities for Customer Service

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What's next for customer service? Online communities are entering this space to create a new level of customer satisfaction.

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Online Communities for Customer Service

  1. Online Communities<br />For Customer Service<br />© 2010 Alexander Nikolov, CMO, NINETYTEN<br />
  2. Positive customer experiences create loyal customers<br />Loyal customers create brand equity<br />Brand equity creates growth, revenueand profit<br />Customer experiences create your brand<br />One network. Yours.SM<br />
  3. Customers want many social media service options:<br />Online chat<br />Forum to connect with other customers<br />Instant feedback<br />Mobile customer service (apps, etc)<br />How does social media fit here?<br />One network. Yours.SM<br />
  4. Customers use Twitter to vent<br />Businesses are forced to pay attention<br />Responses are warranted and necessary<br />70% of customers would like Twitter to be an official customer service channel<br />Use Twitter!<br />What should you do?<br />One network. Yours.SM<br />
  5. Incomplete problem diagnosis<br />Contradictory answers<br />Having to repeat information<br />Number of transfers to “experts”<br />Agent attitude<br />Lack of toll-free number<br />Long hold times<br />Please hold, your call is important…<br />One network. Yours.SM<br />
  6. Bank of America<br />Intel<br />Lenovo<br />Verizon<br />Vodafone<br />Sprint<br />Palm<br />The answers are in the community<br />One network. Yours.SM<br />
  7. Reduction in agent-assisted interactions;<br />Reduction in agent-assisted email;<br />Increase in first-contact resolution;<br />Increase in agent productivity;<br />Increase in product ideation;<br />Boost in relevant Web-site content and reduced search-engine optimization costs; and<br />Improved customer retention and customer lifetime value.<br /> "The ROI of Online Customer Service Communities”, Forrester, June 2009<br />The 7 Benefits of Online Customer Service Communities<br />One network. Yours.SM<br />
  8. Alexander Nikolov<br />alex@ninetyten.com<br />@NINETYTEN<br />Thank you.<br />One network. Yours.SM<br />

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