What does the future of high-volume B2B and B2C call centers look like? Join us to learn about how the new Service Cloud console is changing the way support departments run and will increase agent productivity—overnight. But don't just take our word for it. You'll also hear top customers talk about some of the success they've had with the new Service Cloud console. customer service 2.0web 2.0service delivery and supportit 2.0
This video is pretty inspirational. It is about about a grocery store bagger with Down syndrome who changed the company culture and created customer loyalty by providing service from the heart. He is called Johnny the Bagger. Remeber that great service and courtesy always comes from the heart! customer service 2.0web 2.0service delivery and supportit 2.0
Excellent insight into what over 435 executives thought about Social Media in their organization. Interesting findings like the fact that only 60% of companies reported less than 1000 followers in their social communities.
I just love this piece that CBS did. Great Service story about Comcast and an 80 year old customer going to their offices with a hammer to speak to their service reps. Also some key data around service. Highlights include:
Recent Comcast Incident with a customer who walked into Comcast with a hammer.
Industry stats on costs of agents, ivr technology, etc.
History of Customer Service in the Call Center.
Delta Airlines Service story about losing a puppy named Paco.
Interview with VP of Fedex Customer Service over viewing their Service Operations. They get about 700,000 calls per day.
Excellent benchmark data for those professionals managing a mulitchannel customer support operations. Highlights include:
On Knowledge Management & Web Self Service · Most companies reported in this survey indicated that they only have 1 person who works on content. · No more than 1 - 2 employees contribute to knowledge in their knowledge base. · A Majority of the customers surveyed reported that they deflect less than 20% of all calls to their web self service channel.
Phone Channel · Customers who responded to this survey indicated that their average cost per call is $6 or less. · 70% of the customers surveyed DO NOT offshore their call center support. · 70% of respondents to this survey state their contact center agents handle 9 or less calls per hour. · 60% of customers reported an AHT of 4 and 9 minutes per call.
Email Channel · Email Response Time is less than 12 hours on average for their customers.
Chat Channel · On average less than 10% of calls into the contact center are deflected via Chat. · A Majority of customers indicated their agents handle 1 - 3 chats at one time.
Future Predictions mentioned in this case study: · Email Response time expectations are increasing. Customers are now demanding less than 2 hour response times. · Chat is replacing email in High Tech industries that provide support on complex issues.
Parature for Facebook enables you to easily be where your customers are - engage in their conversations and deliver quality support on your company's Facebook page, leveraging the same proven Parature software that you know and trust. To learn more, please visit http://www.parature.com/facebook.aspx
I had the opportunity to attend the Right Now Mobile CRM Launch in New York City last week, and thought it was an ideal launch event for Right Now. Thanks to Michelle Watson of Match.Com, Trish Whitman of MySpace.Com, and Danna of Right Now for their great insight into their businesses with using eService Solutions.
Some Data Points
Phone Channel Demand is Decreasing - 98% of Support Interactions in North America were over the Phone in 2004. In 2009, only 67% of Support Interactions were over the phone. Despite this, call volume hitting the call center is increasing year over year and they are projecting that most of these calls will come from mobile devices.
16% of Customers surveyed on Customer Experience believed that an Enriched Web Experience on the Web was critical to Customer Experience. An additional 16% indicated multichannel support was critical, and 36% believed smart competent agents was critical.
As we see the proliferation of additional channels like Social Media, Mobile, Email, Live Chat, etc – the metric to really capture will be First Contact Resolution instead of First Call Resolution. Companies will need a platform that will enable them to track First Contact Resolution as our Channel Mix evolves. First Call Resolution only gets a company phone visibility, but First Contact Resolution is truly the measure across all channels.
Clients in the keynote address were MySpace, Match.Com, CBS Interactive, and AirCell. All of these clients are using the Right Now product suite, but they are also utilizing their product for Mobile Support.
Right Now launched their mobile product suite that allows clients with their suite to provide Mobile Versions of the following:
A Web Self Service Portal with integrated Knowledge.
Live Web Chat.
Web Guided Assistance – I.e Like the troubleshooting wizard.
My take was that the demos were solid and they are the only players in the space that I have seen have a proven product for mobile help. Other eService providers say they have it, but I have yet to see it.
I Spoke with Michele Watson (SVP Global Customer Care for Match.Com) and they use their eMail Response, Portal/Knowledge Product, and Live Chat.
Trish Whitman (VP of Customer Experience) of MySpace says that 30% of their web traffic now comes from Mobile Devices.
This overview illustrates how to utilize Vonage's Online Account features including Voicemail, Call Forwarding, Do Not Disturb, Refer A Friend, Network Availability, Call Waiting, International Calling, Virtual Numbers, Anonymous Call Blocking, Directory Assistance, and more.
2009 was a phenomenal year for social media, with Facebook, Twitter and Youtube becoming part and parcel of everyday life. Twitter alone grew 1,382% year-over-year in February, registering a total of just more than 7 million unique visitors in the US for the month. Meanwhile, Facebook continued to outpace MySpace. LinkedIn finally announced it's demographics and reported that 49% of its network are decision makers, and 53% of it's network make 100k+ per year.
So what what can your company or it's customers do to make Social Media work in business? Attached is the Service PushSocial Media Framework that enables your company, it's customers, and your peers to rapidly deploy a Social Media Roadmap for Business in just 6 steps!! Following this framework enables your organization or it's customers to do the following:
Assess what Return On Investment you will get by investing in Social Media for your business.
Determine what Tools & Processes your Organization Needs To Succeed.
Create a 3 Year Road map for your company to follow in the areas of Social Media Strategy for your business.
Learn more about how Service Push can help your company to grow it's business. Enjoy the complimentary framework!!