on the future of customer service
DESCRIPTION
Presentation at Lithium event in CopenhagenTRANSCRIPT
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
• +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.
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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
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