Social customer care demand in the telco sector is higher than in any other industry. Customers have chosen this industry to find their social voice. Now, it's up to brands to service these customers on their desired digital channels.
Vit Horky, Co-founder and CEO at Brand Embassy, presented "It's Personal: The Takeover of Social Customer Care in Telecoms" to a group of senior telco executives responsible for the design and implementation of customer service strategy. Using case studies from T-Mobile, O2 and GiffGaff, Vit discusses innovative approaches to social customer care and defines key takeaways for brands ready to be loved by their social customers.
The new Brand Embassy is Here - Social and Digital Customer Service Brand Embassy
Customers, Friends, Fans, Lovers of Amazing Customer Service,
You’ve heard us say it from the very beginning. Customers are people, and people use social media. Really. Everybody does. And they’re not just using it to share photos and talk with friends. Research shows that customers now spend more time on social media than ever, and they’re increasingly using it — rather than email or call centers — to communicate with their favorite brands. It follows that the most relevant customer service is now taking place through social channels. Social customer care isn’t just logical, it’s also faster, simpler, and more efficient than legacy helpdesks.
We’re not the only ones witnessing this shift. Some of the world’s largest brands, like Vodafone, T-Mobile and GE Money are changing their approach to customer service and investing in new technology that integrates digital customer service channels like Facebook, Twitter, Instagram, email, live chat and discussion forums into one streamlined interface. The writing’s on the wall, (or the screen, as it were): customers want to be able to communicate with brands instantly through social media, and the smartest companies are already obliging. But the complexity of social media conversations and the proliferation of social channels make it difficult for brands to keep up with all the chatter.
That’s why we’re thrilled to announce the launch of the new Brand Embassy. It has a host of features that make it sweeter than ever before. It’s sophisticated, it’s beautiful and it’s incredibly easy to use.
We hope you’re as excited as we are about the new Brand Embassy. The future of social customer has arrived.
Get the book at http://bit.ly/tractionbook, or get the first 3 chapters free at http://snip.ly/5Wwo
Most startups end in failure. Almost every failed startup has a product. What failed startups don't have is traction -- real customer growth.
Traction book - which this slideshare is based on - introduces startup founders and employees to the "Bullseye Framework," a five-step process successful companies use to get traction. This framework helps founders find the marketing channel that will be key to unlocking the next stage of growth.
Which of the 19 channels will be your ticket to growth?
How to operationalize social media tfm&a 2011Bob Barker
The document provides 10 ways to operationalize social media for a company. It discusses setting up brand monitoring and listening centers, guidelines for social media use, identifying influential users, investing in community managers, using social media for sales and marketing database enhancement. The overall message is that companies need to start building social media processes to engage customers and build their brand online.
The Future of Customer Service (Social Customer Care) Brand Embassy
The document discusses the future of customer service and how digital transformation is affecting the industry. It notes that young consumers increasingly expect digital customer care like social media, chat, and self-service options rather than traditional phone calls. The Brand Embassy platform aims to meet these new expectations by providing a unified social customer service environment across multiple digital channels. This allows companies to provide an integrated, engaging customer experience while serving more customers with fewer agents.
How to Operationalize Social Media TFMA 2011Alterian
The document provides 10 ways to operationalize social media for a brand. It discusses setting up social media monitoring and listening centers, guidelines for employee social media use, identifying influential users, investing in community managers, using social media to enable sales, creating and distributing content across multiple channels, tracking results in the marketing database, and building an integrated social media presence. The overall goal is to start building a social business and gain insights from social media to enhance marketing strategies.
1) Mary Beth Kemp from Forrester Research presented on how European consumers are adopting social computing and social networks.
2) She discussed how over half of European online users engage in social computing and major brands are using social media.
3) Kemp also analyzed data on how Europeans participate in social media activities like blogging, reviews, social networking, and content creation/consumption across different age groups and countries.
4) She shared best practices for companies to facilitate online communities and engage consumers through social listening, speaking, supporting, and embracing.
Online Mobile and Social Networks in Vietnam, October 2015Cimigo
This document discusses how connected Vietnamese consumers are online, on mobile, and through social networks. Some key points:
- Over 40 million Vietnamese are online, more than the populations of Australia and New Zealand combined.
- The majority of urban Vietnamese consumers are online and using the internet for various activities like searching for new products.
- Younger generations tend to use social networks more while older consumers focus on news sites. Facebook is the dominant social platform in Vietnam with over 31 million users.
- Mobile internet access is growing rapidly in Vietnam, with 91% of online consumers accessing the internet via mobile phones. Smartphones are driving increased mobile connectivity and traffic.
- Native mobile apps are very popular in Vietnam, especially for
The document discusses how the digital landscape has changed significantly over the past decade, with social media and smartphones now ubiquitous. It recommends that businesses focus on actively engaging in the digital world by listening, monitoring social media, having social media policies and strategies, and embracing transparency and collaboration online. The future holds rising opportunities around data analytics, location-based apps and services, and augmented reality technologies.
The new Brand Embassy is Here - Social and Digital Customer Service Brand Embassy
Customers, Friends, Fans, Lovers of Amazing Customer Service,
You’ve heard us say it from the very beginning. Customers are people, and people use social media. Really. Everybody does. And they’re not just using it to share photos and talk with friends. Research shows that customers now spend more time on social media than ever, and they’re increasingly using it — rather than email or call centers — to communicate with their favorite brands. It follows that the most relevant customer service is now taking place through social channels. Social customer care isn’t just logical, it’s also faster, simpler, and more efficient than legacy helpdesks.
We’re not the only ones witnessing this shift. Some of the world’s largest brands, like Vodafone, T-Mobile and GE Money are changing their approach to customer service and investing in new technology that integrates digital customer service channels like Facebook, Twitter, Instagram, email, live chat and discussion forums into one streamlined interface. The writing’s on the wall, (or the screen, as it were): customers want to be able to communicate with brands instantly through social media, and the smartest companies are already obliging. But the complexity of social media conversations and the proliferation of social channels make it difficult for brands to keep up with all the chatter.
That’s why we’re thrilled to announce the launch of the new Brand Embassy. It has a host of features that make it sweeter than ever before. It’s sophisticated, it’s beautiful and it’s incredibly easy to use.
We hope you’re as excited as we are about the new Brand Embassy. The future of social customer has arrived.
Get the book at http://bit.ly/tractionbook, or get the first 3 chapters free at http://snip.ly/5Wwo
Most startups end in failure. Almost every failed startup has a product. What failed startups don't have is traction -- real customer growth.
Traction book - which this slideshare is based on - introduces startup founders and employees to the "Bullseye Framework," a five-step process successful companies use to get traction. This framework helps founders find the marketing channel that will be key to unlocking the next stage of growth.
Which of the 19 channels will be your ticket to growth?
How to operationalize social media tfm&a 2011Bob Barker
The document provides 10 ways to operationalize social media for a company. It discusses setting up brand monitoring and listening centers, guidelines for social media use, identifying influential users, investing in community managers, using social media for sales and marketing database enhancement. The overall message is that companies need to start building social media processes to engage customers and build their brand online.
The Future of Customer Service (Social Customer Care) Brand Embassy
The document discusses the future of customer service and how digital transformation is affecting the industry. It notes that young consumers increasingly expect digital customer care like social media, chat, and self-service options rather than traditional phone calls. The Brand Embassy platform aims to meet these new expectations by providing a unified social customer service environment across multiple digital channels. This allows companies to provide an integrated, engaging customer experience while serving more customers with fewer agents.
How to Operationalize Social Media TFMA 2011Alterian
The document provides 10 ways to operationalize social media for a brand. It discusses setting up social media monitoring and listening centers, guidelines for employee social media use, identifying influential users, investing in community managers, using social media to enable sales, creating and distributing content across multiple channels, tracking results in the marketing database, and building an integrated social media presence. The overall goal is to start building a social business and gain insights from social media to enhance marketing strategies.
1) Mary Beth Kemp from Forrester Research presented on how European consumers are adopting social computing and social networks.
2) She discussed how over half of European online users engage in social computing and major brands are using social media.
3) Kemp also analyzed data on how Europeans participate in social media activities like blogging, reviews, social networking, and content creation/consumption across different age groups and countries.
4) She shared best practices for companies to facilitate online communities and engage consumers through social listening, speaking, supporting, and embracing.
Online Mobile and Social Networks in Vietnam, October 2015Cimigo
This document discusses how connected Vietnamese consumers are online, on mobile, and through social networks. Some key points:
- Over 40 million Vietnamese are online, more than the populations of Australia and New Zealand combined.
- The majority of urban Vietnamese consumers are online and using the internet for various activities like searching for new products.
- Younger generations tend to use social networks more while older consumers focus on news sites. Facebook is the dominant social platform in Vietnam with over 31 million users.
- Mobile internet access is growing rapidly in Vietnam, with 91% of online consumers accessing the internet via mobile phones. Smartphones are driving increased mobile connectivity and traffic.
- Native mobile apps are very popular in Vietnam, especially for
The document discusses how the digital landscape has changed significantly over the past decade, with social media and smartphones now ubiquitous. It recommends that businesses focus on actively engaging in the digital world by listening, monitoring social media, having social media policies and strategies, and embracing transparency and collaboration online. The future holds rising opportunities around data analytics, location-based apps and services, and augmented reality technologies.
The document summarizes the NEXT Survey, a longitudinal research initiative studying how companies can effectively implement social media strategies. It examines social media's role in marketing and explores how engaging users through value and trust can help companies avoid the "trough of disillusionment" that comes from one-way communication. Case studies of Migros and Telekom highlight how they engage customers on social media to improve products/services and customer support. The survey seeks to understand how social media can be integrated into corporate value chains and how trust can be enhanced to engage users and access their data. It aims to identify competitive advantages of effective social media strategies.
The document summarizes the key points from a presentation on social media. It discusses both the hype around social media and its potential downsides ("hell"). However, it argues there is still hope and return on investment possible through social media if done properly by focusing on customer interaction, cost reduction, and social transformation. It provides examples of how companies can use social media to support, mesh with, interact with, listen to, and evangelize for customers.
The document discusses the benefits of digital marketing. It states that digital marketing continues to show strong growth due to its excellent ROI and measurability. Digital marketing allows for precise targeting and measurable results. As marketing budgets shrink, digital advertising is increasingly preferred over traditional channels. The document promotes a workshop on digital marketing that will provide skills and techniques to help marketers succeed in the digital space.
Marketing Challenges & Trends. What are the most common challenges facing marketing professionals today, the trends that are fueling these challenges, and recommended approaches to build successful brands.
K Cube Ventures is the leading early stage venture capital firm in South Korea. Learn more about our portfolio companies and what we do by viewing our 2014 Media Kit.
Website: http://kcubeventures.co.kr/en/
K Cube Ventures is the leading early stage venture capital firm in South Korea. Learn more about our portfolio companies and what we do by viewing our 2014 Media Kit.
Website: http://kcubeventures.co.kr/en/
This document provides information on K Cube Ventures' portfolio companies in the areas of consumer/mobile/commerce and games. It includes brief descriptions of 25 service companies and 10 game companies that K Cube has invested in. Details provided for each include the company name, founders and management team, services offered, and key metrics like number of users or downloads. The document also provides an overview of K Cube Ventures' investment areas, total investments to date, and partnership with Kakao Venture Fund.
How real and relevenent is social media as a recruitment channel for global recruiters. This presentation at Teneo's Future of Recruitment Seminar in Barcelona 2011 gives real insight into how it is being used and outline strategies to help recruiters.
This document provides an overview of contemporary digital trends for businesses to be aware of, including:
- Artificial intelligence and machine learning are being used for customer segmentation, personalization, and predicting behavior.
- Personalized content and experiences drive engagement and sales. Automated email and chatbots can improve support.
- Video, especially live video, is growing and businesses should leverage platforms like social media and live streaming.
- Voice search is an opportunity to optimize for conversational queries and long-tail keywords. Augmented and virtual reality can showcase products.
- User generated content convinces prospects and is free marketing if businesses encourage sharing of experiences.
Why should you care about Social Media ? Is it all a fad ? This presentation should put the above into context. Top 10 reasons why social media is important and relevant, not just to funky brands, but all brands
This document discusses trends in digital media and social networks. It provides statistics on the growth of digital technologies like the number of websites, videos on YouTube, photos on Facebook and more. It then discusses how this has led to a shift in brand ownership and marketing, with engagement and social media becoming more important. Brands need to find ways to intervene helpfully in culture to create value through the interaction of brands and social media.
How do branding and service design fit together? While one concept manages expectations, the other manages experiences. Combining both approaches allows creating brand experience for the benefit of customers as well as for companies. The concept of ‘Brand Services’ are “give-away services” that address relevant user needs and at the same time convey a brand message. In this talk and hands-on exercise, Christian Vatter shows how creating value for people and promoting business goes hand-in-hand.
Christian Vatter is user psychologist and brand consultant. He founded Rlevance Consulting, a human centered business consultancy with a specialty in creating meaningful brands and value-adding customer experiences. In his work he often combines service design with branding techniques to create sustainable bonds with customers. He wrote various articles on this topic and speaks at international conferences.
What does internal communications in the future look like? What skills must internal communicators have?
Look up this presentation to learn more about trends and insights that are shaping the future of the function.
A presentation on developing effective websites and social media marketing strategy to the rural sector. Presented at the marketing to the rural sector conference, Auckland NZ in September 2010
Brand Storytelling & The Rise of Chatbots-10.26.2017Trust Marketing
This document discusses the rise of chatbots and their potential for brand storytelling and content marketing. It notes that significant trends like voice recognition, mobile usage, and AI are enabling more sophisticated chatbots. Chatbots are beginning to be used for customer service, lead generation, brand storytelling, and other applications. The document provides examples of chatbots used by brands like Kraft and Pokito Restaurant. It predicts chatbots and AI-powered bots will continue growing to replace call centers and find new opportunities in branding and storytelling as the technology advances.
"Its Just So 2.0 Out There" The 4Ps are DeadPaul Greenberg
This is a peek at the new world of marketing that customers are demanding. No longer a matter of corporate hype, smart marketers are the leaders of customer engagement and conversations with their customers. Social media are the tools
We are currently experiencing the fastest pace of innovation, which is already impacting the way we live and work. Since 2000, 52% of Fortune 500 companies have gone bankrupt, been acquired, or ceased to exist. We take a look at new trends that have quickly grown into multi-billion dollar industries, including the shared and maker economies, virtual and augmented reality, the Internet of Things, dark social, mobile media and apps, and more. The common thread? They are all powered by social media and we are all participants.
This is a short version of Social CRM 2010 that shows how the social customer dominates the business ecosystem. It provides multiple examples of what companies are doing about it. AND it has a soundtrack , creative commons licensed music from Maria Daines called Rollin'
Is there a future for humans in customer service?Brand Embassy
The effects of AI and computer automation for contact centers. How will Artificial Intelligence, chatbots and virtual reality change the customer service industry and the jobs of over 15 million contact center agents? A presentation by Vit Horky, Founder and CEO of Brand Embassy and author of the book "Customer Service in the Transhuman Age".
Avaya Partners with Brand Embassy to Provide Digital Customer Service to Ente...Brand Embassy
Digital customer service platform, Brand Embassy, has agreed a partnership with global technology and CRM specialists, Avaya, in order to better address a major shift to digital customer interactions in Europe.
Contenu connexe
Similaire à Brand Embassy at CX Exchange for Telecoms, London, April 2015
The document summarizes the NEXT Survey, a longitudinal research initiative studying how companies can effectively implement social media strategies. It examines social media's role in marketing and explores how engaging users through value and trust can help companies avoid the "trough of disillusionment" that comes from one-way communication. Case studies of Migros and Telekom highlight how they engage customers on social media to improve products/services and customer support. The survey seeks to understand how social media can be integrated into corporate value chains and how trust can be enhanced to engage users and access their data. It aims to identify competitive advantages of effective social media strategies.
The document summarizes the key points from a presentation on social media. It discusses both the hype around social media and its potential downsides ("hell"). However, it argues there is still hope and return on investment possible through social media if done properly by focusing on customer interaction, cost reduction, and social transformation. It provides examples of how companies can use social media to support, mesh with, interact with, listen to, and evangelize for customers.
The document discusses the benefits of digital marketing. It states that digital marketing continues to show strong growth due to its excellent ROI and measurability. Digital marketing allows for precise targeting and measurable results. As marketing budgets shrink, digital advertising is increasingly preferred over traditional channels. The document promotes a workshop on digital marketing that will provide skills and techniques to help marketers succeed in the digital space.
Marketing Challenges & Trends. What are the most common challenges facing marketing professionals today, the trends that are fueling these challenges, and recommended approaches to build successful brands.
K Cube Ventures is the leading early stage venture capital firm in South Korea. Learn more about our portfolio companies and what we do by viewing our 2014 Media Kit.
Website: http://kcubeventures.co.kr/en/
K Cube Ventures is the leading early stage venture capital firm in South Korea. Learn more about our portfolio companies and what we do by viewing our 2014 Media Kit.
Website: http://kcubeventures.co.kr/en/
This document provides information on K Cube Ventures' portfolio companies in the areas of consumer/mobile/commerce and games. It includes brief descriptions of 25 service companies and 10 game companies that K Cube has invested in. Details provided for each include the company name, founders and management team, services offered, and key metrics like number of users or downloads. The document also provides an overview of K Cube Ventures' investment areas, total investments to date, and partnership with Kakao Venture Fund.
How real and relevenent is social media as a recruitment channel for global recruiters. This presentation at Teneo's Future of Recruitment Seminar in Barcelona 2011 gives real insight into how it is being used and outline strategies to help recruiters.
This document provides an overview of contemporary digital trends for businesses to be aware of, including:
- Artificial intelligence and machine learning are being used for customer segmentation, personalization, and predicting behavior.
- Personalized content and experiences drive engagement and sales. Automated email and chatbots can improve support.
- Video, especially live video, is growing and businesses should leverage platforms like social media and live streaming.
- Voice search is an opportunity to optimize for conversational queries and long-tail keywords. Augmented and virtual reality can showcase products.
- User generated content convinces prospects and is free marketing if businesses encourage sharing of experiences.
Why should you care about Social Media ? Is it all a fad ? This presentation should put the above into context. Top 10 reasons why social media is important and relevant, not just to funky brands, but all brands
This document discusses trends in digital media and social networks. It provides statistics on the growth of digital technologies like the number of websites, videos on YouTube, photos on Facebook and more. It then discusses how this has led to a shift in brand ownership and marketing, with engagement and social media becoming more important. Brands need to find ways to intervene helpfully in culture to create value through the interaction of brands and social media.
How do branding and service design fit together? While one concept manages expectations, the other manages experiences. Combining both approaches allows creating brand experience for the benefit of customers as well as for companies. The concept of ‘Brand Services’ are “give-away services” that address relevant user needs and at the same time convey a brand message. In this talk and hands-on exercise, Christian Vatter shows how creating value for people and promoting business goes hand-in-hand.
Christian Vatter is user psychologist and brand consultant. He founded Rlevance Consulting, a human centered business consultancy with a specialty in creating meaningful brands and value-adding customer experiences. In his work he often combines service design with branding techniques to create sustainable bonds with customers. He wrote various articles on this topic and speaks at international conferences.
What does internal communications in the future look like? What skills must internal communicators have?
Look up this presentation to learn more about trends and insights that are shaping the future of the function.
A presentation on developing effective websites and social media marketing strategy to the rural sector. Presented at the marketing to the rural sector conference, Auckland NZ in September 2010
Brand Storytelling & The Rise of Chatbots-10.26.2017Trust Marketing
This document discusses the rise of chatbots and their potential for brand storytelling and content marketing. It notes that significant trends like voice recognition, mobile usage, and AI are enabling more sophisticated chatbots. Chatbots are beginning to be used for customer service, lead generation, brand storytelling, and other applications. The document provides examples of chatbots used by brands like Kraft and Pokito Restaurant. It predicts chatbots and AI-powered bots will continue growing to replace call centers and find new opportunities in branding and storytelling as the technology advances.
"Its Just So 2.0 Out There" The 4Ps are DeadPaul Greenberg
This is a peek at the new world of marketing that customers are demanding. No longer a matter of corporate hype, smart marketers are the leaders of customer engagement and conversations with their customers. Social media are the tools
We are currently experiencing the fastest pace of innovation, which is already impacting the way we live and work. Since 2000, 52% of Fortune 500 companies have gone bankrupt, been acquired, or ceased to exist. We take a look at new trends that have quickly grown into multi-billion dollar industries, including the shared and maker economies, virtual and augmented reality, the Internet of Things, dark social, mobile media and apps, and more. The common thread? They are all powered by social media and we are all participants.
This is a short version of Social CRM 2010 that shows how the social customer dominates the business ecosystem. It provides multiple examples of what companies are doing about it. AND it has a soundtrack , creative commons licensed music from Maria Daines called Rollin'
Similaire à Brand Embassy at CX Exchange for Telecoms, London, April 2015 (20)
Is there a future for humans in customer service?Brand Embassy
The effects of AI and computer automation for contact centers. How will Artificial Intelligence, chatbots and virtual reality change the customer service industry and the jobs of over 15 million contact center agents? A presentation by Vit Horky, Founder and CEO of Brand Embassy and author of the book "Customer Service in the Transhuman Age".
Avaya Partners with Brand Embassy to Provide Digital Customer Service to Ente...Brand Embassy
Digital customer service platform, Brand Embassy, has agreed a partnership with global technology and CRM specialists, Avaya, in order to better address a major shift to digital customer interactions in Europe.
Vit Horky at Ambassadors of Future CareBrand Embassy
This document traces the evolution of customer care from the invention of the telephone in 1876 to future developments in 2020 and beyond. It outlines major milestones like the introduction of call centers in the 1960s, IVR systems in the 1970s, outsourcing in the 1990s, and the rise of email, chat, and social media channels starting in the late 1990s. The document predicts future trends like increased use of video calls, integration of customer data across channels, social media playing a larger role in physical customer interactions, and the death of standalone IVR systems as customer care moves to an omnichannel model.
Ambassadors of Future Care - Social customer care survey in the Czech republicBrand Embassy
A survey of 118 Czech respondents from May 7-10, 2014 found that 7 in 10 use social media for customer care purposes. 93% expect a response on social media and 52% expect a response within 12 hours. 80% miss timely social media customer care and 44% did not buy from a company due to poor social care. Over 25% asked for faster social media responses. Transportation companies received dislikes for social care while retail companies received likes.
Polle de Maagt at Ambassadors of Future CareBrand Embassy
Join Bluelink International CZ, Brand Embassy and other social media and customer service experts on May 14 at Wayra CEE, Prague, for an industry conference on the future of customer care.
See the presentation of Polle de Maagt, a social media expert working on social media strategies with brands such as KLM, Starbucks or Nike.
Social partners - How to integrate social media into contact centresBrand Embassy
How to integrate social media into contact centres? Vit Horky, CEO of Brand Embassy and Founder of Future Care Initiative, is sharing his thoughts on the why, when and how of integrating social media into contact centres to meet the demands of today's social generation.
STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISMAJHSSR Journal
ABSTRACT: Huzhou has rich tourism resources, as early as a considerable development since the reform and
opening up, especially in recent years, Huzhou tourism has ushered in a new period of development
opportunities. At present, Huzhou tourism has become one of the most characteristic tourist cities on the East
China tourism line. With the development of Huzhou City, the tourism industry has been further improved, and
the tourism degree of the whole city has further increased the transformation and upgrading of the tourism
industry. However, the development of tourism in Huzhou City still lags far behind the tourism development of
major cities in East China. This round of research mainly analyzes the current development of tourism in
Huzhou City, on the basis of analyzing the specific situation, pointed out that the current development of
Huzhou tourism problems, and then analyzes these problems one by one, and put forward some specific
solutions, so as to promote the further rapid development of tourism in Huzhou City.
KEYWORDS:Huzhou; Travel; Development
UR BHatti Academy dedicated to providing the finest IT courses training in the world. Under the guidance of experienced trainer Usman Rasheed Bhatti, we have established ourselves as a professional online training firm offering unparalleled courses in Pakistan. Our academy is a trailblazer in Dijkot, being the first institute to officially provide training to all students at their preferred schedules, led by real-world industry professionals and Google certified staff.
3. 100+ Enterprise Clients, 100m Happy Consumers
USA
Colombia
Spain
Portugal
Germany
UK
Netherlands
Czech Republic
Slovakia
Turkey Pakistan
Dubai
Global leader in Telco and Europe
5. Case Studies and Learnings From:
“9 Amazing (and 1 Not so Amazing) Social Customer Service Case Studies in Telecom”
http://bit.ly/telco-case-studies
31. Key Take-Aways
★ Find (and develop) the right people in your company
○ Find the best people inhouse
○ Give them freedom to be authentic
★ Give them the proper tools
○ Unify all digital customer care channels
○ Automate workflows to focus on human dialogue
★ Never get comfortable
○ Test out new channels
○ Test out language tonality and personification
○ Predict future needs
32. BEE3: “One Month On Us.”
For All Participants at CX Telecom Forum.
Just Ask For It.
Spanning the Globe all the way from Australia to the Americas, Brand Embassy is utilised by more than 100 enterprises to make more than 100 million of their customers happy everyday.
We are global leader in telco and Europe, some of comapnies using us are… we are proud of becoming recognised by Red Herring as well as named as top rated by Trust Radius. Before we start our demo let me tell you a short story.
... this one too.
Efficient Bees. Serve more people without adding more agents.Handle an increasing number of inquiries without adding worker bees (or agents). Use our Intelligent Workflow, with automated routing, based on time, influence, topic, or language. Advanced workflow settings are based on your company's internal processes.
//
With our Intelligent Worklow, brands don’t need to multiply the number of agents as the number of customer service queries in the Great Social EcoSystem doubles every year. As your customer base grows, Brand Embassy’s hive technology becomes even more effective, letting worker bees (your agents), interact with and manage more customer inqueries, more easily and quickly.
You’ll be able to handle an increasing number of customers, with the same number of agents, with our insanely smart workflow automating the routing of all inquiries based on time, influence, topic, or language, all tuned to your own company’s processes with advanced settings.
Arising trends in customer care.
Notes (October 21, 2014)
Last week, KLM wrapped a bold experiment in proactive social customer service, with the #happytohelp twitter takeover.
The airline combined a new physical presence at Schipol Airport in Amsterdam, in the form of a glass pavilion open to passing travelers, with over 30 social customer service agents, combing Twitter for customer issues and across multiple airlines, not limited to KLM or even European flights. The concept of socially connected contact centers has been one championed by KLM for several years.
The “Twitter Takeover,” was undertaken as a brand building and public engagement exercise that combined the real-space, where customers could chat in person with KLM social media reps, with a presence on Twitter that welcomed a broad range of questions, issues, and other interactions. Bart Mol, Creative Director of DDB & Tribal Worldwide, partners with KLM in this new experiment, said: “With this Twitter takeover we want to help as many people as possible, not only KLM customers, but passengers worldwide, to travel more comfortably,”
Certainly KLM’s new approach to brand building and outreach to existing customers is unique among airlines. KLM has been an innovator in proactive social customer care among airlines, being among the first to create a dedicated social customer care team, during the volcanic eruption in 2010. What will this latest experiment by the Dutch carrier yield for the company?
See more at: http://futurecare.today/news/klm-and-the-art-of-the-twitter-takeover/#sthash.tQdAxswr.dpuf
Customer service representatives are generally not the happiest employees. Research into the employee satisfaction index by MyPlan indicates that customer service reps come in 236th in overall hapiness among the 300 positions researched. Customer service reps are on average less satisfied than door-to-door salespeople, and street news vendors. - See more at: http://futurecare.today/headline-stories/a-guide-to-increasing-customer-service-agent-happiness/#sthash.NXhfycpz.dpuf
Improving the work environment
The second piece of the puzzle of customer service agent happiness is a great work environment. Most kids don’t grow up imagining that they’ll be customer service reps. It’s not glamorous work by nature. Not helping the situation is the corporate norm of agents seated in their hundreds, cheek by jowl, in huge, ugly, soulless open-spaces with gunky head-sets taped to their heads, staring at 10 year old PC monitors. If a typical customer service agent saw how much fun Google employees have at their offices, she might head straight for the nearest bridge. Contact centres are, in short, not usually nice places to be. And that badly needs to change.
For starters, we must provide contact centre agents with beautiful and simple to use equipment and software. No excuses, and no petty frustrations to make the day harder. If you spend money on training your employees, you should spend money on the tools they need to do their work. It’s that simple. If your software provider doesn’t put stock in usability, convince them to change or change providers yourself. For every legacy system, there are three alternatives and a couple of hungry startups to replace them. You deserve beauty. You deserve more.
Next, we have to improve the office environment of the typical contact centre, step by step, to connect the agents’ world with the modern world of their customers. Take Samsung as an example: they’ve recently equipped Teleperformance, their outsourced contact centre, with so-called experience centres, featuring all of their most current technology and cutting edge equipment, all at their own agents’ disposal.
- See more at: http://futurecare.today/headline-stories/a-guide-to-increasing-customer-service-agent-happiness/#sthash.NXhfycpz.dpuf
The whole planet is becoming one big help desk - you, me, our customers, everyone is an equal online. We are all communicating all the time, via text, email, social media, video calling, and now even through watches on our wrists. Whenever you need anything, you have a plethora of ways to contact anyone you’d like, publicly or privately. Why can’t customer service be both public and personal? How major a revolution would it be for you if it could? We match smart technology with human touch to make that possible.
Example: KLM proactive approach to customer comments on Twitter.
The whole planet is becoming one big help desk - you, me, our customers, everyone is an equal online. We are all communicating all the time, via text, email, social media, video calling, and now even through watches on our wrists. Whenever you need anything, you have a plethora of ways to contact anyone you’d like, publicly or privately. Why can’t customer service be both public and personal? How major a revolution would it be for you if it could? We match smart technology with human touch to make that possible.
Example: Netflix Customer Service Agent takes a role from Star Wars to help his customer. A fun example of how customer service creates a unique relationship that transfers from the agent to perception about the entire brand. This discussion became shared by hundreds of major media outlets and by millions of social media users in a month or so.
Every company collects terabytes of information about their customers. But for all that knowledge, when it comes to working with them as people, it seems we know less than we did a hundred years ago. Companies that invest in making personal care really personal again can strengthen customer loyalty the same way the neighborhood store has been doing for centuries. The only way that really works: knowledgeable, caring, and responsible service agents, building long-term relationships with customers, and gaining trust that translates to higher sales, and stellar Word-of-Mouth. Old-fashioned doesn’t always mean outmoded. And new technology doesn’t change the fundamentals of great customer care. See more about the Customer Service Agent of The Future here.
O2 Guru, the mobile operator’s service agents, build their public profiles via YouTube tutorials - See more at: http://futurecare.today/headline-stories/a-guide-to-increasing-customer-service-agent-happiness/#sthash.yRwkGSZ6.dpuf
KLM proactively and humbly informs about the expected time the consumer will wait for their response on Twitter. (With Brand Embassy you can have that implemented on Facebook also)
Every company collects terabytes of information about their customers. But for all that knowledge, when it comes to working with them as people, it seems we know less than we did a hundred years ago. Companies that invest in making personal care really personal again can strengthen customer loyalty the same way the neighborhood store has been doing for centuries. The only way that really works: knowledgeable, caring, and responsible service agents, building long-term relationships with customers, and gaining trust that translates to higher sales, and stellar Word-of-Mouth. Old-fashioned doesn’t always mean outmoded. And new technology doesn’t change the fundamentals of great customer care. See more about the Customer Service Agent of The Future here.