Customer Service and Support, The Social Way

Customer SERVICE & SUPPORT the Social Way In every industry, customers value a good customer experience over price, and social support improves customer experience. More Ways Customers Get Involved: 9 out of 10 consumers trust peers over marketers, -Nielsen Spotting a customer issue, responding to it, and resolving it using social media provides an exceptional customer Crowdsourcing is an engagement technique that turns experience, and those experiences: customers into loyal evangelists. The nature of the • Lead to good word of mouth. • Facilitate open dialogue. • Move the relationship beyond immediate needs and • Support forums relationship changes when customers become part of an • Discussion forums emotional community because the customer moves toward the center of the company. • Social networks grow the emotional connection. • Augment the evolution to customer collaboration • Peer-to-peer community and collaboration forums A social relationship means you can capture opinions, expectations, preferences, and aversions. This elevates and co-creation level. • Move the customer to a central position in the the customer contribution and relevance-a "real time think tank." company, elevating their contribution and putting them • Fan communities on the team. Through social means, you can get reviews, find new ways • Customer-generated wikis to use products, get how-to information, and uncover interest in related products. This content provides analytics, drives product development, and reveals buying Sometimes, I just want to If your actions as a company make a better experience for me, I appreciate it. In faot, I'm willing to pay more for your products because of it. patterns or potential problems-all actionable information. find the answers myself, or check to see what other customers have discovered. I trust my peers and want to hear their opinions and share mine. I expect the company to be frugal and to pass the savings along to me. Sometimes I want service or support immediately in real time, and other times I Social media support drives down the cost of support. A tweet costs less than an email Service and support on Twitter or want to find it in the middle Facebook is fast and responsive, and of the night. Then there are times I just want to see what's going on with the brand on FB or Twitter. I'm beginning to hear about your company, while you can help one person at a I want to see that a company is trying to time by email, a public answer shows and I'm interested. Now to the whole world. I want to participate. make it easier for me to get service and support. Social support reduces customer churn and increases retention rates, so social media support turns from a cost center into a customer relationship enhancement The new definition of "now" is measured in nanoseconds. center and an investment in repeat business, referrals, and evangelism. The more ways you have for your customer to get the right answer, the less it costs for support. Customer:Park A retained customer is less expensive to service than a new Social media support makes it possible to benefit from the expertise and opinions of your customers, which become part of your overall value. customer. Social network support enables you to spot trends and You don't need to wait passively for the customer-you early warning signs of trouble-and act on them quickly. don't have to just "listen" and hope they give you clues. Using social media as a "listening post" makes it easier to Rather, you can guide the conversation so you get adapt messaging with higher accuracy, updating and Companies and customers know a lot more about each other than they used to. The relationship has moved from the expectation of a simple short-term transaction to a long-term, complex relationship. building out knowledge bases and FAQS as topics crop up. actionable data. "We want to know XYZ; we want to know what is getting in your way. We want to know what you Agents can move immediately to report bugs and need from our product or service that will make your Ilife technical issues to development team for quick resolution. better, your job easier." Nowadays, the most important service and support problems are usually uncovered first on social media sites like Twitter and Facebook. Relationships are mutual and they require trust and loyalty. Customers want to see proof that a company is taking care of them, responding to them, and providing products and services that make their lives easier. Assistly Customer SERVICE & SUPPORT the Social Way In every industry, customers value a good customer experience over price, and social support improves customer experience. More Ways Customers Get Involved: 9 out of 10 consumers trust peers over marketers, -Nielsen Spotting a customer issue, responding to it, and resolving it using social media provides an exceptional customer Crowdsourcing is an engagement technique that turns experience, and those experiences: customers into loyal evangelists. The nature of the • Lead to good word of mouth. • Facilitate open dialogue. • Move the relationship beyond immediate needs and • Support forums relationship changes when customers become part of an • Discussion forums emotional community because the customer moves toward the center of the company. • Social networks grow the emotional connection. • Augment the evolution to customer collaboration • Peer-to-peer community and collaboration forums A social relationship means you can capture opinions, expectations, preferences, and aversions. This elevates and co-creation level. • Move the customer to a central position in the the customer contribution and relevance-a "real time think tank." company, elevating their contribution and putting them • Fan communities on the team. Through social means, you can get reviews, find new ways • Customer-generated wikis to use products, get how-to information, and uncover interest in related products. This content provides analytics, drives product development, and reveals buying Sometimes, I just want to If your actions as a company make a better experience for me, I appreciate it. In faot, I'm willing to pay more for your products because of it. patterns or potential problems-all actionable information. find the answers myself, or check to see what other customers have discovered. I trust my peers and want to hear their opinions and share mine. I expect the company to be frugal and to pass the savings along to me. Sometimes I want service or support immediately in real time, and other times I Social media support drives down the cost of support. A tweet costs less than an email Service and support on Twitter or want to find it in the middle Facebook is fast and responsive, and of the night. Then there are times I just want to see what's going on with the brand on FB or Twitter. I'm beginning to hear about your company, while you can help one person at a I want to see that a company is trying to time by email, a public answer shows and I'm interested. Now to the whole world. I want to participate. make it easier for me to get service and support. Social support reduces customer churn and increases retention rates, so social media support turns from a cost center into a customer relationship enhancement The new definition of "now" is measured in nanoseconds. center and an investment in repeat business, referrals, and evangelism. The more ways you have for your customer to get the right answer, the less it costs for support. Customer:Park A retained customer is less expensive to service than a new Social media support makes it possible to benefit from the expertise and opinions of your customers, which become part of your overall value. customer. Social network support enables you to spot trends and You don't need to wait passively for the customer-you early warning signs of trouble-and act on them quickly. don't have to just "listen" and hope they give you clues. Using social media as a "listening post" makes it easier to Rather, you can guide the conversation so you get adapt messaging with higher accuracy, updating and Companies and customers know a lot more about each other than they used to. The relationship has moved from the expectation of a simple short-term transaction to a long-term, complex relationship. building out knowledge bases and FAQS as topics crop up. actionable data. "We want to know XYZ; we want to know what is getting in your way. We want to know what you Agents can move immediately to report bugs and need from our product or service that will make your Ilife technical issues to development team for quick resolution. better, your job easier." Nowadays, the most important service and support problems are usually uncovered first on social media sites like Twitter and Facebook. Relationships are mutual and they require trust and loyalty. Customers want to see proof that a company is taking care of them, responding to them, and providing products and services that make their lives easier. Assistly Customer SERVICE & SUPPORT the Social Way In every industry, customers value a good customer experience over price, and social support improves customer experience. More Ways Customers Get Involved: 9 out of 10 consumers trust peers over marketers, -Nielsen Spotting a customer issue, responding to it, and resolving it using social media provides an exceptional customer Crowdsourcing is an engagement technique that turns experience, and those experiences: customers into loyal evangelists. The nature of the • Lead to good word of mouth. • Facilitate open dialogue. • Move the relationship beyond immediate needs and • Support forums relationship changes when customers become part of an • Discussion forums emotional community because the customer moves toward the center of the company. • Social networks grow the emotional connection. • Augment the evolution to customer collaboration • Peer-to-peer community and collaboration forums A social relationship means you can capture opinions, expectations, preferences, and aversions. This elevates and co-creation level. • Move the customer to a central position in the the customer contribution and relevance-a "real time think tank." company, elevating their contribution and putting them • Fan communities on the team. Through social means, you can get reviews, find new ways • Customer-generated wikis to use products, get how-to information, and uncover interest in related products. This content provides analytics, drives product development, and reveals buying Sometimes, I just want to If your actions as a company make a better experience for me, I appreciate it. In faot, I'm willing to pay more for your products because of it. patterns or potential problems-all actionable information. find the answers myself, or check to see what other customers have discovered. I trust my peers and want to hear their opinions and share mine. I expect the company to be frugal and to pass the savings along to me. Sometimes I want service or support immediately in real time, and other times I Social media support drives down the cost of support. A tweet costs less than an email Service and support on Twitter or want to find it in the middle Facebook is fast and responsive, and of the night. Then there are times I just want to see what's going on with the brand on FB or Twitter. I'm beginning to hear about your company, while you can help one person at a I want to see that a company is trying to time by email, a public answer shows and I'm interested. Now to the whole world. I want to participate. make it easier for me to get service and support. Social support reduces customer churn and increases retention rates, so social media support turns from a cost center into a customer relationship enhancement The new definition of "now" is measured in nanoseconds. center and an investment in repeat business, referrals, and evangelism. The more ways you have for your customer to get the right answer, the less it costs for support. Customer:Park A retained customer is less expensive to service than a new Social media support makes it possible to benefit from the expertise and opinions of your customers, which become part of your overall value. customer. Social network support enables you to spot trends and You don't need to wait passively for the customer-you early warning signs of trouble-and act on them quickly. don't have to just "listen" and hope they give you clues. Using social media as a "listening post" makes it easier to Rather, you can guide the conversation so you get adapt messaging with higher accuracy, updating and Companies and customers know a lot more about each other than they used to. The relationship has moved from the expectation of a simple short-term transaction to a long-term, complex relationship. building out knowledge bases and FAQS as topics crop up. actionable data. "We want to know XYZ; we want to know what is getting in your way. We want to know what you Agents can move immediately to report bugs and need from our product or service that will make your Ilife technical issues to development team for quick resolution. better, your job easier." Nowadays, the most important service and support problems are usually uncovered first on social media sites like Twitter and Facebook. Relationships are mutual and they require trust and loyalty. Customers want to see proof that a company is taking care of them, responding to them, and providing products and services that make their lives easier. Assistly Customer SERVICE & SUPPORT the Social Way In every industry, customers value a good customer experience over price, and social support improves customer experience. More Ways Customers Get Involved: 9 out of 10 consumers trust peers over marketers, -Nielsen Spotting a customer issue, responding to it, and resolving it using social media provides an exceptional customer Crowdsourcing is an engagement technique that turns experience, and those experiences: customers into loyal evangelists. The nature of the • Lead to good word of mouth. • Facilitate open dialogue. • Move the relationship beyond immediate needs and • Support forums relationship changes when customers become part of an • Discussion forums emotional community because the customer moves toward the center of the company. • Social networks grow the emotional connection. • Augment the evolution to customer collaboration • Peer-to-peer community and collaboration forums A social relationship means you can capture opinions, expectations, preferences, and aversions. This elevates and co-creation level. • Move the customer to a central position in the the customer contribution and relevance-a "real time think tank." company, elevating their contribution and putting them • Fan communities on the team. Through social means, you can get reviews, find new ways • Customer-generated wikis to use products, get how-to information, and uncover interest in related products. This content provides analytics, drives product development, and reveals buying Sometimes, I just want to If your actions as a company make a better experience for me, I appreciate it. In faot, I'm willing to pay more for your products because of it. patterns or potential problems-all actionable information. find the answers myself, or check to see what other customers have discovered. I trust my peers and want to hear their opinions and share mine. I expect the company to be frugal and to pass the savings along to me. Sometimes I want service or support immediately in real time, and other times I Social media support drives down the cost of support. A tweet costs less than an email Service and support on Twitter or want to find it in the middle Facebook is fast and responsive, and of the night. Then there are times I just want to see what's going on with the brand on FB or Twitter. I'm beginning to hear about your company, while you can help one person at a I want to see that a company is trying to time by email, a public answer shows and I'm interested. Now to the whole world. I want to participate. make it easier for me to get service and support. Social support reduces customer churn and increases retention rates, so social media support turns from a cost center into a customer relationship enhancement The new definition of "now" is measured in nanoseconds. center and an investment in repeat business, referrals, and evangelism. The more ways you have for your customer to get the right answer, the less it costs for support. Customer:Park A retained customer is less expensive to service than a new Social media support makes it possible to benefit from the expertise and opinions of your customers, which become part of your overall value. customer. Social network support enables you to spot trends and You don't need to wait passively for the customer-you early warning signs of trouble-and act on them quickly. don't have to just "listen" and hope they give you clues. Using social media as a "listening post" makes it easier to Rather, you can guide the conversation so you get adapt messaging with higher accuracy, updating and Companies and customers know a lot more about each other than they used to. The relationship has moved from the expectation of a simple short-term transaction to a long-term, complex relationship. building out knowledge bases and FAQS as topics crop up. actionable data. "We want to know XYZ; we want to know what is getting in your way. We want to know what you Agents can move immediately to report bugs and need from our product or service that will make your Ilife technical issues to development team for quick resolution. better, your job easier." Nowadays, the most important service and support problems are usually uncovered first on social media sites like Twitter and Facebook. Relationships are mutual and they require trust and loyalty. Customers want to see proof that a company is taking care of them, responding to them, and providing products and services that make their lives easier. Assistly Customer SERVICE & SUPPORT the Social Way In every industry, customers value a good customer experience over price, and social support improves customer experience. More Ways Customers Get Involved: 9 out of 10 consumers trust peers over marketers, -Nielsen Spotting a customer issue, responding to it, and resolving it using social media provides an exceptional customer Crowdsourcing is an engagement technique that turns experience, and those experiences: customers into loyal evangelists. The nature of the • Lead to good word of mouth. • Facilitate open dialogue. • Move the relationship beyond immediate needs and • Support forums relationship changes when customers become part of an • Discussion forums emotional community because the customer moves toward the center of the company. • Social networks grow the emotional connection. • Augment the evolution to customer collaboration • Peer-to-peer community and collaboration forums A social relationship means you can capture opinions, expectations, preferences, and aversions. This elevates and co-creation level. • Move the customer to a central position in the the customer contribution and relevance-a "real time think tank." company, elevating their contribution and putting them • Fan communities on the team. Through social means, you can get reviews, find new ways • Customer-generated wikis to use products, get how-to information, and uncover interest in related products. This content provides analytics, drives product development, and reveals buying Sometimes, I just want to If your actions as a company make a better experience for me, I appreciate it. In faot, I'm willing to pay more for your products because of it. patterns or potential problems-all actionable information. find the answers myself, or check to see what other customers have discovered. I trust my peers and want to hear their opinions and share mine. I expect the company to be frugal and to pass the savings along to me. Sometimes I want service or support immediately in real time, and other times I Social media support drives down the cost of support. A tweet costs less than an email Service and support on Twitter or want to find it in the middle Facebook is fast and responsive, and of the night. Then there are times I just want to see what's going on with the brand on FB or Twitter. I'm beginning to hear about your company, while you can help one person at a I want to see that a company is trying to time by email, a public answer shows and I'm interested. Now to the whole world. I want to participate. make it easier for me to get service and support. Social support reduces customer churn and increases retention rates, so social media support turns from a cost center into a customer relationship enhancement The new definition of "now" is measured in nanoseconds. center and an investment in repeat business, referrals, and evangelism. The more ways you have for your customer to get the right answer, the less it costs for support. Customer:Park A retained customer is less expensive to service than a new Social media support makes it possible to benefit from the expertise and opinions of your customers, which become part of your overall value. customer. Social network support enables you to spot trends and You don't need to wait passively for the customer-you early warning signs of trouble-and act on them quickly. don't have to just "listen" and hope they give you clues. Using social media as a "listening post" makes it easier to Rather, you can guide the conversation so you get adapt messaging with higher accuracy, updating and Companies and customers know a lot more about each other than they used to. The relationship has moved from the expectation of a simple short-term transaction to a long-term, complex relationship. building out knowledge bases and FAQS as topics crop up. actionable data. "We want to know XYZ; we want to know what is getting in your way. We want to know what you Agents can move immediately to report bugs and need from our product or service that will make your Ilife technical issues to development team for quick resolution. better, your job easier." Nowadays, the most important service and support problems are usually uncovered first on social media sites like Twitter and Facebook. Relationships are mutual and they require trust and loyalty. Customers want to see proof that a company is taking care of them, responding to them, and providing products and services that make their lives easier. Assistly