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Social-Enabled Agent Desktop: Get Back Into Conversations With Your Customers!

Social-Enabled Agent Desktop: Get Back Into Conversations With Your Customers!. Neil Srinivasan Product Manager, Contact Center. Introduction Social Media for your Brand How to engage with Customers Resources & Next Steps Q&A + Discussion. Introduction Social Media for your Brand

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Social-Enabled Agent Desktop: Get Back Into Conversations With Your Customers!

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  1. Social-Enabled Agent Desktop: Get Back Into Conversations With Your Customers! Neil Srinivasan Product Manager, Contact Center

  2. Introduction Social Media for your Brand How to engage with Customers Resources & Next Steps Q&A + Discussion

  3. Introduction Social Media for your Brand How to engage with Customers Resources & Next Steps Q&A + Discussion

  4. RightNow CXThe Customer Experience Suite • Web Self-Service • Mobile • Chat and Co-Browse • Email Management • Web Experience Design Support Communities Innovation Communities Cloud Monitoring Social Experience Design • Intelligent Voice Automation • Multi-Channel Agent Desktop • Contact Center Experience Design Customer Feedback Service Sales Marketing Analytics KnowledgeFoundation Enterprise Integration & Extensibility

  5. Applications designed to deliver exceptional, consistent customer experiences over the phone and across multi-channel interactions, while driving down costs • Intelligent Voice Automation enables organizations to identify, segment, and route callers based on who they are and what they need, providing a highly personalized, branded experience • Dynamic Agent Desktop empowers agents with knowledge to efficiently and consistently deliver exceptional customer experiences across channels • Contact Center Experience Designer gives your contact center staff the power to define and manage the customer experience you want your customers to enjoy • Leverages RightNow Engage for proactive customer interaction, feedback, and business insight • Built upon the RightNow CX Cloud Platform, lowering total cost of ownership, while delivering enterprise performance, scalability, security, and integration

  6. RightNow Social Experience Listen and respond Build community

  7. Introduction Social Media for your Brand How to engage with Customers Resources & Next Steps Q&A + Discussion

  8. Facebook has 400 million members. 3rd most populous “country”

  9. Visiting social sites is the 4th most popular online activity ahead of email

  10. 50,000,000 average number of Tweets per day

  11. What are people doing though? RSS & Tagging Forums & Communities Blogs Social Networking Wiki Videos & Photos Ratings & Reviews

  12. It’s not the technology – it’s the behavior of social people that matters Source: Forrester Research, Inc.

  13. Your customers are talking you every day… Source: Forrester Research, Inc.

  14. What are they saying?

  15. Social Media Has Empowered The Consumer Company Control Customer Control Past • Company manages customer • Company controls brand • Company inhibits transparency • Company focuses on efficiencies • Customer owns relationship • Customer voice amplified • Customer perception shapes brand • Customer makes smart, informed choices • Social interactions surpass email (a) • 1% of customer conversations are assimilated as organizational knowledge (b) • 9% of customer conversations touch the organization, but no learning occurs (b) • 90% of customer conversations never touch the organization (b) • Source: Neilson Media • Source: Consortium for Service Innovation (CSI)

  16. But contact centers remain focused on answering the phone… Social Media? Source: US Contact Babel Report, 2010

  17. Introduction Social Media for your Brand How to engage with Customers Resources & Next Steps Q&A + Discussion

  18. The Customer Experience is a Social Experience Competitor A Competitor B Your Community www Site Your www Site Your Contact Center Social web Friends of friends Your Brand Influencers Friends Competitor C Competitor N… • Consumers form perceptions of your customer experience without you. To reach them you’ll have to earn the trust and influence in their social circles.

  19. Who in your company can engage with customers through social media? • Traditionally maintain the company’s image online • Skilled in broadcast and online media production • Public relations / positioning approach to communications • Limited resources • Minimal experience dealing with real customer issues Marketing Team • Highly skilled in 1:1 interactions • Deep understanding of how customer needs align with company offerings • Typically new to social media • Fully utilized to generate company revenue • Strongly motivated by quota and compensation Contact Center Agents • Also highly skilled in 1:1 interactions • Deep understanding of how customers use products and services • Knowledgeable about company policies and procedures • Experienced in handling sensitive and critical situations • Typically new to social media • Focused on representing the company across media channels Salespeople

  20. What kind of skills are needed to engage successfully?

  21. What do you need in order to engage over social media? 5. Record social media interactions and measure outcomes 3. Route the important conversations to qualified company representatives 4. Provide representatives with a simple means of engaging, with the company’s best knowledge and guidance at their fingertips your customer 2. Find the conversations that matter to your company 1. Get access to conversations across social media channels

  22. RightNow Social Response System Incident creation Scheduled search Unlimited results Sentiment detection Twitter . YouTube . RSS . Facebook . MySpace …

  23. Proven CX Methodology SOCIALIZED to Great Customer Experiences …and let your customers contribute …to help one another …with rich community insights on demand …including one of the fastest growing channels: the social web …to take your products/services from good to great …that bring your secret admirers out …don’t wait until the phone rings to address issues …using insights from the community

  24. Introduction Social Media for your Brand How to engage with Customers Resources & Next Steps Q&A + Discussion

  25. Resources and Next Steps • Find out what your customers are saying about your company: • http://www.rightnow.com/cx-suite-cloud-monitoring.php • Find your bearings in the world of social media: • Groundswell: Winning in a World Transformed by Social Technologieshttp://amzn.to/a9e9It • Nielson: Global Faces and Networked Placeshttp://bit.ly/hODoM • Get social media experience in the RightNow Community: • http://communities.rightnow.com/pages/4d9d782d31 • Profile your customers online presence: • http://forrester.com/Groundswell/profile_tool.html • Next Steps: • Reach out to explore further • Suggest subsequent seminar topics! • Send me a message on RightNow or LinkedIn: • Neil on RightNow: http://communities.rightnow.com/people/8df39c5c86 • Neil on LinkedIn: http://www.linkedin.com/in/neilsrinivasan

  26. Introduction Social Media for your Brand How to engage with Customers Resources & Next Steps Q&A + Discussion

  27. Q&A and Discussion

  28. Thank you

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