the future of customer service (social customer care)
TRANSCRIPT
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
Always check and customize before exporting:
1) Your name and title2) Photo3) E-mail
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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
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