Online Communities for Customer Service

Online CommunitiesFor Customer Service

© 2010 Alexander Nikolov, CMO, NINETYTEN

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

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

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

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

Bank of America Intel Lenovo Verizon Vodafone Sprint Palm

The answers are in the community

One network. Yours.SM

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

Alexander Nikolov

[email protected]

@NINETYTEN

Thank you.

One network. Yours.SM