Helpstream Are Customer Service Communities Right For You?

1Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Are Customer Service Communities

Right for You?

2Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Overview

What’s all the Buzz about?

Typical Questions Companies Ask

Understanding ROI

Sample Communities in Action

Important Considerations when Selecting a Solution

Q&A

Additional Resources

3Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

The Buzz

“Communities and channels are rapidly expanding and yourcompany needs to at least know its place in all of them”

- Christopher Musico, CRM Magazine

“81 percent of active Internet users believe social mediacan give customers a greater voice regarding customer care”

- Society for New Communications Research

“I’m flabbergasted at how many companies are already doing this.”

- Dr. Natalie Petouhoff, Forrester Research

4Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Customers are looking for communities

“About two-thirds of U.S. consumers believe that companies should ramp up social media usage to "identify service/support issues and contact consumer to resolve.“ – June 2009 Survey, CustomerThink

5Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

A Customer is a Terrible Thing to Waste

6Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Why Customer Service Communities?

Communities solve Problems and sustain Relationships

– Problems get solved faster and more cost-effectively

– Customers get help from real experts to maximize value

– People provide feedback and surface ideas sooner

– Customers rapidly transfer word-of-mouth experiences to other

customers

– Customer experiences quickly spread across the company

7Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Typical Questions

How do I know if a Community makes sense for me?

What resources are needed to manage the Community?

What if customers “flame” us in the Community?

How does a Community fit with existing systems?

Is there an ROI in Community?

8Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Typical Questions

How do I know if a Community makes sense for me?

– B2B or B2C – do your customers share something in common?

What resources are needed to moderate the Community?

What if a customers “flames” us in the Community?

How does a Community fit with existing systems?

Is there an ROI in Community?

9Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Typical Questions

How do I know if a Community makes sense for me?

What resources are needed to moderate the Community?

– Staff can be transitioned from agent pool as deflection increases

What if a customers “flames” us in the Community?

How does a Community fit with existing systems?

Is there an ROI in Community?

10Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Typical Questions

How do I know if a Community makes sense for me?

What resources are needed to moderate the Community?

What if a customer “flames” us in the Community?

– They will anyway (Twitter, YouTube), get other customers to help

come to your defense

How does a Community fit with existing systems?

Is there an ROI in Community?

11Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Typical Questions

How do I know if a Community makes sense for me?

What resources are needed to moderate the Community?

What if a customers “flames” us in the Community?

How does a Community fit with existing systems?

– Should complement and extend not rip and replace

Is there an ROI in Community?

12Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Typical Questions

How do I know if a Community makes sense for me?

What resources are needed to moderate the Community?

What if a customers “flames” us in the Community?

How does a Community fit with existing systems?

Is there an ROI in Community?

– Payback can be as fast as six months

13Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

ROI: Traditional KB + Case Management

Traditional Model for Most of the World

Relies Exclusively on KB for Deflection

KB Authoring Can Be Expensive

Hard to Get all the Answers to Break Through 40% Deflection Rates

Search KB

35 – 40% Resolved Via KB Content

60 - 65% Resolved Via Support Agents as Cases

14Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

ROI: Integrated Community + KB + Case Mgmt

Customers Choose Whether to Submit Community Q&A or Cases

Federated Search Means “One Stop” Solutions

System Tracks Full Lifecycle, Provides Analytics

Easier for Customers and Agents to Manage Everything in One App

30% to 50% fewer incidents that require agent support

Federated Searchfor Solutions

48% Resolvedvia Existing Content

50% KB

50% Community

2-3% Resolvedvia Community Collaboration

50% Resolvedby Agents as Cases

15Copyright 2009 by Helpstream, Inc.  Use of content is governed by Creative Commons license.

Important Considerations when Selecting a Solution

100% focus on Customer Service Communities

Business Process deeply embedded – Seamless extension of how business functions today

“Plug and Play” not “Rip and Replace”– Leverage investments in existing systems – Salesforce, Oracle

Cohesive metrics that cover the entire support process, including Community

Federated Search

Single Sign On

Open API

Software as a Service (SaaS) – only need a browser!

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Additional Resources

Visit us at WWW.Helpstream.com and find:

ROI Whitepaper – Compares 4 alternative approaches

Case Study – Infusionsoft story

HelpExchange – A Best Practices Community

Product Tour - An overview of the Helpstream solution

Helpstream Blog – Social CRM insights

Twitter – Follow us at twitter.com/helpstream

For more info - send email to [email protected]