Are customer service communities right for you?

1. Are Customer Service Communities Right for You?

2. Overview What’s all the Buzz about? Typical Questions Companies Ask Understanding ROI Sample Communities in Action Important Considerations when Selecting a Solution Q&A Additional Resources

3. The Buzz “Communities and channels are rapidly expanding and your company needs to at least know its place in all of them” - Christopher Musico, CRM Magazine “81 percent of active Internet users believe social media can give customers a greater voice regarding customer care” - Society for New Communications Research “I’m flabbergasted at how many companies are already doing this.” - Dr. Natalie Petouhoff, Forrester Research

4. Customers are looking for communities “About two-thirds of U.S. consumers believe that companies should ramp up social media usage to "identify service/support issues and contact consumer to resolve.“ – June 2009 Survey, CustomerThink

5. A Customer is a Terrible Thing to Waste

6. Why Customer Service Communities? Communities solve Problems and sustain Relationships Problems get solved faster and more cost-effectively Customers get help from real experts to maximize value People provide feedback and surface ideassooner Customers rapidlytransferword-of-mouth experiences to other customers Customer experiences quickly spread across the company

7. Typical Questions How do I know if a Community makes sense for me? What resources are needed to manage the Community? What if customers “flame” us in the Community? How does a Community fit with existing systems? Is there an ROI in Community?

8. Typical Questions How do I know if a Community makes sense for me? B2B or B2C – do your customers share something in common? What resources are needed to moderate the Community? What if a customers “flames” us in the Community? How does a Community fit with existing systems? Is there an ROI in Community?

9. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? Staff can be transitioned from agent pool as deflection increases What if a customers “flames” us in the Community? How does a Community fit with existing systems? Is there an ROI in Community?

10. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? What if a customer “flames” us in the Community? They will anyway (Twitter, YouTube), get other customers to help come to your defense How does a Community fit with existing systems? Is there an ROI in Community?

11. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? What if a customers “flames” us in the Community? How does a Community fit with existing systems? Should complement and extend not rip and replace Is there an ROI in Community?

12. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? What if a customers “flames” us in the Community? How does a Community fit with existing systems? Is there an ROI in Community? Payback can be as fast as six months

13. ROI: Traditional KB + Case Management Traditional Model for Most of the World Relies Exclusively on KB for Deflection KB Authoring Can Be Expensive Hard to Get all the Answers to Break Through 40% Deflection Rates Search KB 35 – 40% Resolved Via KB Content 60 - 65% Resolved Via Support Agents as Cases

14. ROI: Integrated Community + KB + Case Mgmt Customers Choose Whether to Submit Community Q&A or Cases Federated Search Means “One Stop” Solutions System Tracks Full Lifecycle, Provides Analytics Easier for Customers and Agents to Manage Everything in One App 30% to 50% fewer incidents that require agent support Federated Search for Solutions 50% KB 50% Community 48% Resolved via Existing Content 2-3% Resolved via Community Collaboration 50% Resolved by Agents as Cases

15. Important Considerations when Selecting a Solution 100% focus on Customer Service Communities Business Process deeply embedded Seamless extension of how business functions today “Plug and Play” not “Rip and Replace” Leverage investments in existing systems – Salesforce, Oracle Cohesive metrics that cover the entire support process, including Community Federated Search Single Sign On Open API Software as a Service (SaaS) – only need a browser!

16. Additional Resources Visit us at WWW.Helpstream.comand find: ROI Whitepaper – Compares 4 alternative approaches Case Study – Infusionsoft story HelpExchange – A Best Practices Community Product Tour - An overview of the Helpstream solution Helpstream Blog – Social CRM insights Twitter – Follow us at twitter.com/helpstream For more info - send email toinfo@helpstream.com