This is a presentation myself and Lauren Coppola from HealthStream Inc. gave at Telligent's "The Big Social 2012"

1. #Telligent #TheBigSocial
The Big Social
2012
Telligent User Group
Social Support +1: Delivering Exceptional Customer
Service
Lauren Coppola, HealthStream Inc.
Forrest Lymburner, Rackspace

2. The Big Social 2012
Agenda
 Incorporating
Fanatical Support!
 Taking your
community “off-
site”
 Gamification!
 Support Integration
 Community in a
Regulated Market
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3. The Big Social 2012
Session Objective
 This session will
introduce you to
some basic
principles of how to
ensure your
community
exemplifies
exceptional
customer3

4. The Big Social 20124
Incorporating Fanatical Support

5. The Big Social 2012
What is Fanatical Support?
There is no
“spoon”
Mentality,
not a Tactic
Empowermen
t!
Trust &
Transparency5

6. The Big Social 2012
Brand Bridging Using
Community
 Imagine If…
 Look at every
aspect of
community… what
can we add to
ensure an element
of FANATICAL!
 Not an exact
science6

7. The Big Social 2012
Examples of EXTRA!
 Personal community invitations and
connections
 “Rallying” of the company to
participate
 Empowering your Promoters
 Support Beyond Support
 Manners (yeah sometimes its that
simple)
7

8. The Big Social 20128
Taking the Community Off-Site

9. The Big Social 2012
Enhancing Live Training with Online
Communities
 Make it personal
 Facilitate relationships among students
 Introduce the instructors
9

10. The Big Social 2012
Getting the Most Out of Live
Training
 Build student confidence
 Assign pre-work before live training
 Provide follow-up tasks after live
training sessions
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11. The Big Social 2012
Enhancing Online Communities with Live
Events
 Create attainable milestones
 Use peer request functionality to foster
member relationships
 Solicit user feedback & collaboration
through Ideation features
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12. The Big Social 201212
Gamification 101

13. The Big Social 2012
Communities Aren’t Always
Fun!
 Gamification is
about finding ways
to make community
fun!
 It uses the
dynamics of gaming
and applies them to
the things we want
people to do
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14. The Big Social 2012
Principles of Community
Motivation
 Ego
 Competition
 Education
 HR &
Recruiting
14

15. The Big Social 2012
Gamification Examples

Leaderboard
s
 Top
Contributors
 Contests
 Virtual15

16. The Big Social 201216
Support Process Integration

17. The Big Social 2012
Support Integration Steps
 Understand
 Integrate
 Train
 Feedback
& Adjust
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18. The Big Social 2012
My Support Integration
Philosophy
 Everything must be
integrated into how you do
things today to be
successful
 If Community becomes
“extra” work it will not
succeed
 Integrate into the tools
support is using, another
destination isn’t good for
adoption
 Look like magicians! The18

19. The Big Social 2012
Support Integration Ideas
 Escalation Process Integration
 Customer Intelligence Dashboards
 Expose key information in the
community (tickets, account info, links)
 Community info to ticketing systems
 Incorporate community into training
programs
 Community as part of department
goals
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20. The Big Social 201220
Community in a Regulated
Market

21. The Big Social 2012
Support Communities in Regulated Markets
 Privacy is a big deal
 Secure site, but easily accessible for
members
 For customers only
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22. The Big Social 2012
Fostering Collaboration in Regulated
Markets
 Build trust among users
 Assign a virtual mentor
 Verify member credibility through
rating & badges
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23. The Big Social 2012
Know Your Industry & Audience
 Understand your industry’s strengths
& weaknesses
 Consider your audience’s daily routine
 Incorporate this knowledge into your
Community
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24. The Big Social 2012
Q&A
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25. REMINDER
#Telligent #TheBigSocial
Continue your learning:
 Partner Pavilion
 Demo Lounge
 Social Media Lounge