网上社区为用户服务Online Communities for Customer Service.pptxVIP

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网上社区为用户服务Online Communities for Customer Service.pptx

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网上社区为用户服务Online Communities for Customer Service

Online CommunitiesFor Customer Service? 2010 Alexander Nikolov, CMO, NINETYTENCustomer experiences create your brandPositive customer experiences create loyal customersLoyal customers create brand equityBrand equity creates growth, revenue and profitOne network. Yours.SMHow does social media fit here?Customers want many social media service options:Online chatForum to connect with other customersInstant feedbackMobile customer service (apps, etc)One network. Yours.SMWhat should you do?Customers use Twitter to ventBusinesses are forced to pay attentionResponses are warranted and necessary70% of customers would like Twitter to be an official customer service channelUse Twitter!One network. Yours.SMPlease hold, your call is important…Incomplete problem diagnosisContradictory answersHaving to repeat informationNumber of transfers to “experts”Agent attitudeLack of toll-free numberLong hold timesOne network. Yours.SMThe answers are in the communityBank of AmericaIntelLenovoVerizonVodafoneSprintPalmOne network. Yours.SMThe 7 Benefits of Online Customer Service CommunitiesReduction 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; andImproved customer retention and customer lifetime value.?The ROI of Online Customer Service Communities”, Forrester, June 2009One network. Yours.SMThank you.Alexander Nikolovmailto:alex@alex@@NINETYTENOne network. Yours.SM