I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it. So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think. See Richard's TFT speaker Pinterest board: http://pinterest.com/servicedesk/richard-white/

1. The customer service
revolution…
And why you should care
Richard white

2. The Customer Revolution
& why you should care
Richard White
Founder, CEO

3. But first a few
disclaimers

4. ITIL

5. ITIL
(I have no idea what this even stands for)

6. This is UserVoice
A freemium, SaaS customer support and
feedback platform that's easy, modern and
complete.
We help our customers help and understand
their users at web scale.

7. 182 people see a UserVoice
widget every second.

8. Our customers
Are not ITSM & traditional contact centers.
They are predominantly technology companies
and often SaaS platforms, games or mobile
apps.
We work with everyone from startups to
business units of Fortune 500 companies. Most
sales are self-service, credit card & month to
month but we do work with annual billing,
invoices, training and higher level account
management.

9. 110,000 UserVoice sites that
have been setup
42 countries where there’s
an organization using
UserVoice

10. No one goes to school
for customer service

11. the start

13. Two different worlds of
“customer service”

14. Customer Service

15. Customer Service
“All agents are currently
serving other customers”
“Your call is important to
us”
“Press 9 to hear these
options again”
Entering your account #
only to have to repeat it
to the agent

16. Customer Service
“All agents are currently
serving other customers” 20%
“Your call is important to handle multiple channels
us”
“Press 9 to hear these
40%
options again” respond to tweets
Entering your account #
only to have to repeat it
29%
to the agent respond < 1 day

17. Customer Service Our World
“All agents are currently Highly skilled agents
serving other customers”
Delivering great support on
“Your call is important to any medium
us”
A product issue is solved in
“Press 9 to hear these hours or days not months
options again”
Every customer
engagement is an
Entering your account #
opportunity
only to have to repeat it
to the agent

18. Customer Service Our World
20% 89%
handle multiple channels handle multiple channels
40%
respond to tweets
29%
respond < 1 day

19. Customer Service Our World
20% 89%
handle multiple channels handle multiple channels
40% 87%
respond to tweets respond to tweets
29%
respond < 1 day

20. Past Future
20% 89%
handle multiple channels handle multiple channels
40% 87%
respond to tweets respond to tweets
29% 83%
respond < 1 day respond < 1 day

21. the future

22. the future
is here

23. or is it?

24. Exceptional customer
care isn’t new.

25. No, this is different.
Things have changed.

26. CHANGE #1
The internet has spawned a
generation of businesses
built around self-service.

27. Is this really necessary?

28. 43% of people said they could
have solved their customer
service issue on their own if
better self-service tools were
available.
62% of people age 18 to 24

29. THE FUTURE IS...
More user self-service
50%
of smartphone users would prefer to use a
mobile customer service application to try
to resolve their customer service issue
before calling into the contact center.

30. THE FUTURE IS...
More user self-service
Less customer contacts but more
complex issues
56%
of online consumers agree that their
(customer service) calls are more complex
as simple transactions are often automated

31. THE FUTURE IS...
More user self-service
Less customer contacts but more
complex issues
Less agents but better training

32. CHANGE #2
Companies are moving to
subscription-based revenue
models.

33. I know. You’re shocked.

34. 50% of US businesses have either
adopted or were planning to
adopt a subscription based
model

35. 50% of US businesses have either
adopted or were planning to
adopt a subscription based
model
90% of mobile game spending
(US) on free to play games.

36. Ye olde sales funnel.

37. THE FUTURE IS...
Subscription revenue

38. THE FUTURE IS...
Subscription revenue
The blurring of the line between
sales & support.

39. THE FUTURE IS...
Subscription revenue
The blurring of the line between
sales & support.
Better training and pay for agents

40. CHANGE #3
Social media is like... a
thing.

41. of people said they preferred
1% to get support via Twitter
instead of traditional mediums.

42. of people said they preferred
1% to get support via Twitter
instead of traditional mediums.
22%
of US consumers are very to
somewhat interested in
resolving customer service
issues.
email: 67%, phone: 90%

43. THE FUTURE IS...
Social Media level of
care on traditional
channels.

44. THE FUTURE IS...
Social Media level of
care on traditional
channels.
Word-of-month matters again. It’s
too expensive to let something spill
out onto Twitter.

45. CHANGE #4
The era of (digital)
marketing gimmicks is
coming to an end.

46. The digital marketing
land rush is over.

47. The digital marketing
land rush is over.
11%
The increase in the average cost per
click (CPC) on Google Adwords in
2011.
56% Increase in app marketing costs in the
last year on iOS platform (70% on
Android)

48. THE FUTURE IS...
Customer retention over
acquisition.

49. THE FUTURE IS...
Customer retention over
acquisition.
5X how much more it expensive it is to acquire
new customers than satisfy and retain
current ones

50. PUTTING IT ALL TOGETHER...
Business is going old
school.

51. PUTTING IT ALL TOGETHER...
Business is going old
school.
The last 30+ years have been one
big scaling problem.

52. PUTTING IT ALL TOGETHER...
Business is going old
school.
The last 30+ years have been one
big scaling problem.
Agility over process. User-centric.

53. PUTTING IT ALL TOGETHER...
Business is going old
school.
The last 30+ years have been one
big scaling problem.
Agility over process. User-centric.
Quality and (via self-service)

54. So what?

55. A HUMBLE HYPOTHESIS...
Maybe employees and
consumers aren’t all that
different.

56. A HUMBLE HYPOTHESIS...
Maybe employees and
consumers aren’t all that
different.
BYOD

57. A HUMBLE HYPOTHESIS...
Maybe employees and
consumers aren’t all that
different.
BYOD
74% companies that allow some form of BYOD
(bring your own device) usage

58. A HUMBLE HYPOTHESIS...
Maybe employees and
consumers aren’t all that
different.
BYOD
IT Support?

59. thanks

60. WITH THANKS TO OUR SPONSOR
bmc remedyforce
#TFT returns june 2013