Video: Critical Trends in Customer Service

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Salesforce.com: Salesforce for Outlook 2010

Nifty features using Salesforce.Com and Outlook.
customer service 2.0 web 2.0 service delivery and support it 2.0

RightNow MultiChannel Contact Center Report

Right now multi channel contact center benchmark report

View more documents from jperezpgi.

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.


customer service 2.0 web 2.0 service delivery and support it 2.0

Video: The Facebook & Microsoft Outlook Social Connector

Great overview of what Microsoft has recently launched!
customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Parature for Facebook - Overview Demo

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

customer service 2.0 web 2.0 service delivery and support it 2.0

Slideshare: 2010 Social CRM Gartner Magic Quadrant

Gartner 2010-mq-social-crm

View more documents from jperezpgi.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Right Now Mobile Launch Event

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.
  

Summary

• 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.
• Check out more information at: http://www.rightnow.com/cx-suite-mobile.php
  

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.


customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Online Video Tutorials for Vonage Home Service

Check out these great tutorials illustrating how to use the Vonage Home Service.

How Vonage Voice Over IP works?



Installing Your Vonage Phone Adapter


This video illustrates how to install your Vonage Phone Adapter with your existing Internet Access.

How To Set Up Vonage Visual Voicemail?


Video by VonagePromo


The Vonage Online Account

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.

Video by VonagePromo

Vonage Feature Overview


Learn more about Vonage Features.

How To Check Your Voicemail with Vonage



Video by VonagePromo


Setting Up Call Forwarding with Vonage



Video by VonagePromo


How Can Vonage Save Me Money?



How To Set Up Vonage Visual Voicemail?




How To Set Up Call Forwarding?


Video by VonagePromo


Learn More about Vonage International Rates




customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Social Media ROI: Socialnomics

Social Media ROI: Socialnomics is by Socialnomics author Erik Qualman. This video showcases several Social Media ROI examples along with other effective Social Media Strategies. Music is by Bob S...


customer service 2.0 web 2.0 service delivery and support it 2.0

Slides: Four Social Media Trends for Business in 2010

Social Media Trends for 2010

View more presentations from Jeremiah Owyang.

Another great set of slides on Social Media from Jeremiah Owyang.

customer service 2.0 web 2.0 service delivery and support it 2.0