online customer service trends 2012
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Online Customer Service 2012:
Shay Rosen
Head of Strategy & Consulting
shayr@realcommerce.co.il
• Strategy Business analysis, Concept creation, UX, UI
• Technology Robust, Smart, efficient content management & e commerce platforms for
mega sites
• Leadership Powering Israel’s largest and most successful enterprises
Shayr@realcommerce.co.il
http://www.linkedin.com/in/shayrosen
http://www.facebook.com/shayrs
http://www.slideshare.net/shayrs
M: 052-5118539
Shay Rosen Head of Strategy & Consulting, realcommerce
World economy
Raging Consumers
Increased Competition
Gen y
Online Customer Service 2012 Paradigm Change
2000-2010 – Revenue Generation, Cost Reduction Customer acquisition
2010->Customer Experience & Customer Retention
Customer Centric approach • Focus on the customer – understand needs and look for satisfaction • Match the service to the customer, not he customer to the service • Provide the right services for the right needs • Be available
• Everywhere • All the time
Existing Customers Self Service
New Customers Join
Products
Promotion
New Vs. Existing customers • Currently – Equal focus • Separate sites for new customers and for existing customers service
Existing Customers Self Service New
Customers Join Service
Personalized promotion & sales
Monetize & Serve existing customers • Smart Self Service • Personalized product promotion • Online sales to existing customers
The customer needs
Control
Support Billing
Actions
Support – Lenovo – Nobody RTFM
Video Support
Community support
Active Community
Different kinds of customers • Navigation • Search • Popular
Billing - Control & Transparency • Dashboard interface • Understand current bill status • Decision supporting information
Actions – Decision support tools
Actions – Decision support tools
Hello – anybody here?
Multi-Channel support
Twelpforce – sample case
Mobile access – Multi screen service
• Rapidly growing
• Increased engagement
• New business opportunities
The Multi Screen Organization
“Your Most unhappy customers
are your greatest source of
learning”
Bill Gates
Always listen to customer feedback
Wrap up • The customer is the king (really) • Focus on customer needs not on organization constraints • Present information in an attractive and cool way • Be transparent • Provide control • Be present everywhere
• On every channel & every screen • Be available • Get better – Never stop
Shayr@realcommerce.co.il
http://www.linkedin.com/in/shayrosen
http://www.facebook.com/shayrs
http://www.slideshare.net/shayrs
M: 052-5118539
Shay Rosen Head of Strategy & Consulting, realcommerce
Online Customer Service 2012:
Shay Rosen
Head of Strategy & Consulting
shayr@realcommerce.co.il
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