The document discusses the future of customer support and how companies will engage with customers through social media. It suggests that customer support will be outsourced to customers as they are already discussing products online. Customers will help support other customers and provide feedback to companies to drive innovation, essentially doing marketing and product improvement for free. The future is that companies will actively engage in online conversations with customers through social media on their own websites and external social networks.

1. The future of
customer support
Andreas Johannsen • Klean
2010-10-27
http://www.flickr.com/photos/ironrodart/

2. Hello, I’m Andreas Johannsen
• Partner at Klean
• Expert on social media and
strategic web communications
• www.klean.dk
• twitter.com/andjohan
• andreas@klean.dk
• +45 2620 3221

3. Klean is...
» 12 employees
» 50-60 including teams
» Copenhagen + Aarhus
» Delivering business value through internet
technology
» Dedicated to agile methods

4. Where are we?

5. Your customers know
your products better
than you

6. Your customers are talking
about your products 365/7/24
in online communities

7. Actually, they are
already trying to invite
you to the conversation

8. Where are we going?

9. Your customer support
is run by your
customers

10. Actually, they are also going to
help you improve your products.
For free.

11. What’s taking you
there?

12. You are going to engage in the
conversations with your customers
through social media — both on your
own site and on social networks.

13. 14
How you relate
to the market

14. How you should
relate to the market

15. Your
company
The Market
Competitor
Media

16. Your
company
The Market
Competitor
Media

17. Your
company
The Market
Competitor
Media

18. The future of
customer support

19. Customer support
=
Outsourced to
your customers

20. Customer support
=
Your best marketing

21. Customer support
=
Driving your innovation

22. http://www.flickr.com/photos/torley/