the future of customer service (social customer care)

The Future of Customer Serviceand how it affects the Digital Transformation

February 19, 2015, Germany Prepared by Vit Horky#wcsmac @vithorky @brand_embassy

Brand Embassy is a social customer service platformLeader in Global Telco and Europe.

100+ enterprise clients, 100m happy consumers

USA

Colombia

SpainPortugalGermany

UKNetherlands

Czech RepublicSlovakia

Turkey Pakistan

Dubai

NO CUSTOMIZATIONS ALLOWED HERE.

“All About Social Customer Service” www.futurecare.today

You May Enter

Source: klm.com

You Can Touch

Source: Brand Embassy at Teleperformance

Social is doubling

Source: socialbakers.com

Young consumers want digital care

Source: Brand Embassy

...but they don't receive it.

App and games

Relevant advertising

Relevant content

Timely customer care

Source: Brand Embassy

Imagine your customers were flowers

How would you make flowers happy?

You need Bees

A lot of Bees

Rather Efficient Bees

Efficient Bees > Smart Hive

Make Your Bees Efficient

Collect PollenActionable Customer Insights

Produce Sweet Honey

Customer Service Becomes Public And Personal

Source: Twitter.com

Customer Service Becomes Public And Personal

Source: Twitter.com

Customer Service Agents Become Customer Advocates

Source: YouTube

Customer Service Agents Become Customer Advocates

Source: Twitter.com

Start with a free trial of Brand Embassywww.brandembassy.com

Vit HorkyCo-founder & CEO

horky@brandembassy.comwww.brandembassy.com

Always check and customize before exporting:

1) Your name and title2) Photo3) E-mail

DO NOT CHANGE ANYTHING ELSE.

Add me on Linkedin to stay updated about Social Customer Care.

Success of Our Clients

asap :)This is how fast we react

loveWhat we do, customers love us, management loves social.

100%Response rate

+60%Improved Solution Time

70%Reduction of Response Time

9 out of 10Customers Satisfied

“It's flexible and customizable.”

“User-friendly reporting.”

“Goals achieved!”

Some of Our Happy Clients

NO CUSTOMIZATIONS ALLOWED HERE.

People seek help and advice within their friend groups, family or online communities, and now use customer service only as a last resort. 40 minutes on the phone? No thanks! Young consumers don’t make phone calls. They don’t even use email much anymore. They use Facebook, Twitter, chat and other means of digital customer care.

Companies need to adapt to the new customer expectations.

By connecting all digital customer service channels - social media, email, chat, discussion forums and self-care - into one unified environment, which we call the Social Customer EcoSystem, you can provide the integrated, highly engaging customer care experience of the future.

With Brand Embassy you serve more customers, better, and for less.

Brand Embassy brings the old-fashioned customer service helpdesk to today’s social and mobile customers.

Brand Embassy helps brands to be loved by their customers by providing a smart and beautiful social customer service platform.

Problem We Solve Solution We Bring What We Are Unique At

NO CUSTOMIZATIONS ALLOWED HERE.

About the ProductWe've built the smartest and the most beautiful customer care platform on the market.

Key facts:

● A browser-based software (SaaS)

● Monitoring and engagement via Facebook, Twitter, Linkedin, Google+,

Linkedin, YouTube, Instagram, discussion forums, blogs, e-mails.

● Possible API integrations with CRM and workforce optimization

systems.

Key Benefits

A Smarter Hive: Unify all digital service channels into one gorgeous platform.Efficient Bees: Serve more people without adding more agents.Make sweet honey: Customer service made public and personal. The Honey Lab: Actionable customer insightsPlanning for the future: Predictive intelligence

1

1

1

1

1

2

3

4

5