Transforming Customer Relationships
Listening To our Customers Customer Centric Solutions How we evolved Positive Impacts
Information Evolution
Whitepapers, Videos
Live Content, Open Forums
Imple
mente
d
G
oogle
A
naly
tics
Syst
em
ati
zed
the S
EO
te
chniq
ues
• Conventional Documents
• Information Accessibility
• Traditional technical Support
• Online Help
Top Call Drivers
Actual customer calls Highest call volume Hot topics Usage of in-house
resources Feature-specific calls Customer involvement
Call Driver Analysis serves as a foundation for classifying the business developments…
Technical Forums
Real-time discussions Trustworthy
conversations Generate social signals Long-term relationship Proactive online
engagements
Open forums allow the customers to interact with the SMEs …
Social Media Engagements
Follow your customers Don’t demand Acknowledge their opinions Act on their requirements Share the information across
multiple platforms Appreciate their knowledge Track discussions
Social Media, to the people from the people…
Knowledgebase Articles
Analyze and identify valid, invalid, or duplicate articles
Add valid articles to customer documents
Enhance Troubleshooting/FAQ Wiki pages
Reuse content across different Line of business
Technically accurate solution Reduction in Request For
Information (RFI) calls
Help Tech Support team with updated Knowledgebase articles…
Technical Whitepapers
Technical Whitepapers are based on critical use case scenarios…
Recommended solutions Influencing decisions For advanced users Multi-channel broadcast Generate potential
customers Generate inbound traffic
Corporate/Self-owned Blogs
Based on customer interactions
Announcements Specific information Clarify Policies Address Public Criticism Allow Comments
Business blogs are focused for targeted markets, on a more personal level …
Wiki Pages
Repository of information
Serves the customers around the clock
Cost-effective Crowdsourcing Trustworthy Easy to maintain Easy access
Wikis are maintained by SMEs (Subject Matter Expertise) from the organization…
Product Videos
Enhance customer communication and association
Strengthen the BRAND value Can be delivered virtually
anywhere Valuable analytics on
customer behavior and interactions
Analytics on viewership
Videos are much appreciated by the audience…
SEO Strategy
Research on keywords Stronger redirections Work on reliable
outbound links Give time to your
content Implement other SEO
techniques
Generate social signals to the content to boost its rankings…
Implementation of Google Analytics
Use referral and keyword data Data driven dashboards Analyze the demographics Visually see what areas of your
site are the most popular Identify the outbound trusted
links Trustworthy content Type of devices
The data behind your choices…
Change in Trends
Bra
nd
Ad
voca
cy
BRAND Development
Audie
nce
R
ete
ntio
n
Community Influencers
Subscriber
Com
ments
Satisfaction Quotient
YouTube Analytics
Likes & DislikesR
e-tw
eet &
Fa
vorite
s
Multi Language support
Live
Conte
nt
Business Return Positive impact on revenue. Reduce Opex for support. Better customer
engagements. Quick responses to the field
issues. Takes care of the Technical
Marketing content.
Q3 FY14
Q2 FY15