on the future of customer service

The future of customer support

Andreas Johannsen • Klean 2010-10-27

http://www.flickr.com/photos/ironrodart/

Hello, I’m Andreas Johannsen

• Partner at Klean

• Expert on social media andstrategic web communications

• www.klean.dk

• twitter.com/andjohan

• andreas@klean.dk

• +45 2620 3221

Klean is...

» 12 employees» 50-60 including teams» Copenhagen + Aarhus» Delivering business value through internet

technology» Dedicated to agile methods

Where are we?

Your customers know your products better

than you

Your customers are talking about your products 365/7/24

in online communities

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

Where are we going?

Your customer support is run by your

customers

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

For free.

What’s taking you there?

You are going to engage in the conversations with your customers

through social media — both on your own site and on social networks.

14

How you relateto the market

How you should relate to the market

Yourcompany

The Market

Competitor

Media

Yourcompany

The Market

Competitor

Media

Yourcompany

The Market

Competitor

Media

The future of customer support

Customer support=

Outsourced toyour customers

Customer support=

Your best marketing

Customer support=

Driving your innovation

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