Managing Customer Service in a World of Technology

1. Managing Customer Service in a World of Technology Todd Domres NISC

2. @tdomres

3. Why Use Social Media & Technology?

7. Future of Customer Service

8. Maintaining Customer Service Excellence • How do we do this? • Free up time • Understand process • React quickly to their needs • Deliver a quality product & satisfaction in a timely manner • Use & grasp some of the same technologies our customers are using

9. Connect with and Serve Your Customers! • Social Media • Apps • Online Customer Account Management

10. -Forbes 9/28/11

13. Broadband as a Service

14. More Usage Than Ever Before! • Movie downloads • Skype & FaceTime • Streaming music/radio • Streaming video • Gaming

15. Over the Top Services

16. Online Gaming 15 MB/Hour per player Over 450 MB in a weekend!

18. Measuring Usage

19. Cumulative Usage

20. Provide Education • Educate customers in their consumption patterns • How data is consumed • Alert them when reaching various thresholds in their plan • Prepare them for potential billing of overages • Provide a timeline if planning to implement overage billing • Present what they are consuming for a period of time before billing overages

21. Bill Presentment • Usage alerts • Real-time notification • Print usage on statements • Additional tools available All of these contribute to excellent customer service!

22. Leveraging What You Know! • Services available at customer location • Speeds and feeds

24. Use Existing Tools to Upsell

25. Use Existing Tools to Upsell • Website • Automatic Bill Pay • Bill Messages • Text Messaging • Email Blasts • IVR • Social Media • Internal Campaign

26. Apps • Easy to Use • Free or Inexpensive to Download • Achieve Main Functions

27. ROI

32. Everyone is in Customer Service!

33. Communication Methods • Appointment Reminders • Email • Text • Voicemail

34. Field Techs • Smart Devices in the Field • Addressing Trouble Tickets • New Installations • Upgrades • Customer Premise Equipment (CPE) Device Placement • (STB, Routers, Cable Modems, etc.)

37. Buyers do spend time trying to find out what their vendors are like before they spend their money and we do tend to buy more things from people we like. 2011 Forrester Research Survey

38. Alpine Communications Elkader, IA

39. Alpine on Facebook

40. Social Media Goals • Create awareness of new services • Showcase employees & community relations efforts • Directory Photo & March Mania Contest • Employee Recipes • Educate & inform customers on things Internet-related • Workshops • Google Tips • Internet Safety • Search Engine Optimization • More inbound links to your website = higher Google ratings

41. Alpine Elf on the Shelf • December 2012 campaign • Perfect segway to get into Pinterest and increase likes • Andy the Alpine Elf • Pictures of employees with Andy • Andy on the Internet • Shopping at retail store

42. Creating Valuable Messages • What messages create value for our customers? • Defining messages through mediums • Translate your company’s personality!

43. South Slope North Liberty, IA

44. South Slope on Facebook

45. South Slope on Facebook • Creating valuable content • Tech Tip Thursday • Featured events on TV (local sporting events) • Upcoming coop. events (annual meeting, etc.) • Member & employee involvement • Rocket Internet Video Contest • Community Food Drive

46. Internet Video Contest • January 2013 campaign • Promoted South Slope’s Internet service & involved members • Entries submitted via Facebook • Developed apps on Facebook • Approval process & voting • 7-year-old boy won an iPad!

47. Appealing to their Demographic • Social media interaction • Involving all generations • A lot of members 65 and over • Younger members are social media experts • Provide comprehensive customer service • Outage information • Quick response to member inquiries

50. Questions &Discussion