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
@NINETYTEN
Thank you.
One network. Yours.SM