Capturing the attention of your customers is more complicated than ever. Prospective customers are more flexible and use new channels to get acquainted with companies they are interested in. But there are also other challenges, including how to identify customers, how to engage them, how to integrate their ideas into company processes and how to manage their relationships with companies.

1. /// Customer Self-Service
Challenge / Solutions / KPI
Pokeshot///SMZ
1

2. /// Customer Self-Service
Your Challenge:
A new age has dawned for customer selfservice.
And: Sustained multi-channel advances, coupled with the mass
proliferation of mobile devices, mean organizations can no longer get by
with restricted service channels and availability. The challenge ahead is
to integrate self-service into overall channel strategies and to meet
customer expectations without creating isolated communications
channels for customers to get trapped in.
Pokeshot///SMZ
2

3. /// Customer Self-Service
Our Solution:
Be aware of the new kind of customer and implement selfservice based on a focused, purposeful and achievable
cross-channel service strategy.
1 Integrate your external community into your internal systems
2 Monitor or even participate in these tools to stay in touch with your customers and build up a selfadjusting community where users support each other with a minimum help from your staff
3 Self-regulation of support requests within the community due to the possibility to connect your
customers to help each other
Pokeshot///SMZ
3

4. /// Customer Self-Service
The Benefits & KPI's:
Our experience in this area allows us to help improve the
following key performance indicators of your organization
1
2
3
4
Number of superusers
Number of requests
Number of requests solved by the community
Ratio of all requests to the requests via the community
Pokeshot///SMZ
4

5. /// Customer Community
External Community:
An external community for a leading sports manufacturer was
implemented by Pokeshot///SMZ on the basis of Jive to
support their customers after releasing new devices.
It was important to to provide them a channel
were customers could find answers to general
questions and exchange information with
others. They also use this community to
visualize workout data of their new devices
and form groups within the community to
share experiences they’ve had.
Pokeshot///SMZ
5

6. /// Thank you
If you have any questions don’t hesitate contacting us.
Learn more at www.pokeshot-smz.com
Contact us at sales@pokeshot-smz.com
Pokeshot///SMZ
6