First part of a series of slides about Customer Service's future. Others will be coming soon, you can sign up to our newsletter here to receive them: http://eepurl.com/OgIyb
1st Topic: Peer to Peer Customer Support
How can your customer service representatives establish leadership in a customer support branded community. The presentation tells you how to be part of the community and create a deeper bound with customers using live video chat.
2. ABOUT
We’re offering a user friendly
live video chat service for
website owners who want to
connect with their customers
learn more at http://www.customericare.com
3. ABOUT BACK TO THE FUTURE
OF CUSTOMER SERVICE
presentation1 every 2 weeks
about 1 prediction for Customer
Service’s future.
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4. MORE PEER TO PEER
This week,
let’s get ready for
1
8. Let’s say you are
SELLING SHOES ONLINE
and you have a really nice website
with beautiful pictures
9. Now imagine a lovely woman
IS LOOKING FOR SHOES
Jenny, 25 years old.
Looking for shoes to wear at
her sister s wedding.
Doesn t want to end up bare foot
because the shoes are killing her.
10. Look at Jenny’s CONCERN
I don t want to end up bare foot
because the shoes are killing me.
12. the first level of peer to peer customer service
CUSTOMER REVIEWS ARE
This is a review taken from Zappos website
Customers can rate «comfort»
and since everyone has different
feet they can also describe how
the shoes fit
15. I.T BRANDS ARE ALREADY
really good at it
they allow people to connect in
different ways (so it is not all about
doing customer service s job)
and they congratulate
most engaged users
16. HAVE BEEN THERE FOR A LONG TIME
Communities and forums
The first internet forum
was born in 1983 and the
company is still active today
http://www.delphiforums.com/
22. MADE MISTAKES
... and some of them
agents that don’t have
a good grasp on the
language
call centers management
methods putting quantity
before quality
difficult coordination with
other company’s
departments
30. FROM VIRTUAL POINTS
TO REAL DISCOUNTS
Rewards can vary,
Discounts can create more engagement but
lower quality of content (so you have to monitor
the answers a bit more)
31. For example, Lithium includes
gamification through «kudos» in its social
(P2P) support solution
32. AND IT’S WORTH IT
10 to 50%
brands offering peer to
peer customer service are
expected to cut costs by
37. GOOD CUSTOMER SERVICE
BEGINS WITH TAKING CARE
OF YOUR EMPLOYEES
train them to be
experts in their
field
talk about
company s future
and achievements
with your teams
create an
environment where
everyone feels free
to share ideas
38. YOUR REPS WILL BECOME
LEADERS IN THE COMMUNITY
Make them instantly
recognizable to help that happen
39. WHAT MAKES A GOOD
COMMUNITY LEADERS?
They re experts
in their field
They listen to the
community
They post on a regular
basis
They keep the
discussion alive
40. AND THEY WILL ALLOW YOU TO:
GAIN CREDIBILITY
BUILD TRUST
MAKE YOUR BRAND MORE HUMAN
BUILD MEANINFUL RELATIONSHIPS
WITH CLIENTS
41. BUT YOU ALSO HAVE TO OFFER
PRIVATE WAYS TO REACH YOU
Phone: 0088888888
Email: info@shoesthatrockhard.com
Twitter // Facebook
CONTACT US
phone:
quicker but it makes people leave
the computer
email:
good for complexe
inquiries but very
long wait time
social networks:
that s not really
private, is it?
42. REACH YOU INSTANTLY ONLINE
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live chat window:
- instant answer
- right on the website
- convenient for users
- cost effective for you
CLICK HERE FOR MORE INFO
ABOUT LIVE CHAT
The best for them would be to
43. COMMUNITY COULD LOOK LIKE
Here’s what your
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My community
forum to ask
questions
top contributors
your customer
service team
live chat window
44. CUSTOMERS CAN CHOOSE
community
forum
live chat
- when no customer rep is online
- when they want multiple opinions
about their problem
- for technical problems that they
will be able to fix on their own
- for private matters involving
account numbers and private info
- for an instant answers
- for any matter requiring some
action for an official brand
representative (refund, problem
with delivery...)
66. TO START A FACE TO FACE
CONVERSATION
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67. TO SHOWCASE YOUR
PRODUCTS ON CAMERA
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68. Wow, that was quick!
Thank you so much.
WITH NO WAITING TIME
It takes about 24 seconds to
get an answer on live chat