online communities for customer service
DESCRIPTION
What's next for customer service? Online communities are entering this space to create a new level of customer satisfaction.TRANSCRIPT
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Online CommunitiesFor Customer Service
© 2010 Alexander Nikolov, CMO, NINETYTEN
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Positive customer experiences create loyal customers
Loyal customers create brand equity
Brand equity creates growth, revenue and profit
Customer experiences create your brand
One network. Yours.SM
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Customers want many social media service options:
Online chat Forum to connect with other
customers Instant feedback Mobile customer service (apps,
etc)
How does social media fit here?
One network. Yours.SM
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Customers use Twitter to vent Businesses are forced to pay
attention Responses are warranted and
necessary 70% of customers would like
Twitter to be an official customer service channel
Use Twitter!
What should you do?
One network. Yours.SM
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Incomplete problem diagnosis Contradictory answers Having to repeat information Number of transfers to “experts” Agent attitude Lack of toll-free number Long hold times
Please hold, your call is important…
One network. Yours.SM
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Bank of America Intel Lenovo Verizon Vodafone Sprint Palm
The answers are in the community
One network. Yours.SM
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Reduction in agent-assisted interactions; Reduction in agent-assisted email; Increase in first-contact resolution; Increase in agent productivity; Increase in product ideation; Boost in relevant Web-site content and
reduced search-engine optimization costs; and Improved customer retention and customer
lifetime value.
"The ROI of Online Customer Service Communities”, Forrester, June 2009
The 7 Benefits of Online Customer Service Communities
One network. Yours.SM
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Alexander Nikolov
@NINETYTEN
Thank you.
One network. Yours.SM