#tft12: richard white
DESCRIPTION
I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it. So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think. See Richard's TFT speaker Pinterest board: http://pinterest.com/servicedesk/richard-white/TRANSCRIPT
The customer service revolution…
And why you should care
Richard white
The Customer Revolution & why you should care
Richard WhiteFounder, CEO
But first a few disclaimers
ITIL
ITIL(I have no idea what this even stands for)
A freemium, SaaS customer support and feedback platform that's easy, modern and complete.
We help our customers help and understand their users at web scale.
This is UserVoice
people see a UserVoice widget every second.182
Are not ITSM & traditional contact centers.
They are predominantly technology companies and often SaaS platforms, games or mobile apps.
We work with everyone from startups to business units of Fortune 500 companies. Most sales are self-service, credit card & month to month but we do work with annual billing, invoices, training and higher level account management.
Our customers
110,000 UserVoice sites that have been setup
countries where there’s an organization using UserVoice
42
No one goes to school for customer service
the start
Two different worlds of “customer service”
Customer Service
“All agents are currently serving other customers”
“Your call is important to us”
“Press 9 to hear these options again”
Entering your account # only to have to repeat it to the agent
Customer Service
“All agents are currently serving other customers”
“Your call is important to us”
“Press 9 to hear these options again”
Entering your account # only to have to repeat it to the agent
Customer Service
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
“All agents are currently serving other customers”
“Your call is important to us”
“Press 9 to hear these options again”
Entering your account # only to have to repeat it to the agent
Customer Service Our WorldHighly skilled agents
Delivering great support on any medium
A product issue is solved in hours or days not months
Every customer engagement is an opportunity
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
Customer Service
89% handle multiple channels
Our World
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
Customer Service
89% handle multiple channels
87% respond to tweets
Our World
20% handle multiple channels
40% respond to tweets
29% respond < 1 day
Past
89% handle multiple channels
87% respond to tweets
83% respond < 1 day
Future
the future
the futureis here
or is it?
Exceptional customer care isn’t new.
No, this is different.Things have changed.
The internet has spawned a generation of businesses built around self-service.
CHANGE #1
Is this really necessary?
43%
62%
of people said they could have solved their customer service issue on their own if better self-service tools were available.
of people age 18 to 24
THE FUTURE IS...
More user self-service
50% of smartphone users would prefer to use a mobile customer service application to try to resolve their customer service issue before calling into the contact center.
56% of online consumers agree that their (customer service) calls are more complex as simple transactions are often automated
THE FUTURE IS...
More user self-serviceLess customer contacts but more complex issues
THE FUTURE IS...
More user self-serviceLess customer contacts but more complex issues
Less agents but better training
Companies are moving to subscription-based revenue models.
CHANGE #2
I know. You’re shocked.
50% of US businesses have either adopted or were planning to adopt a subscription based model
50%
90%
of US businesses have either adopted or were planning to adopt a subscription based model
of mobile game spending (US) on free to play games.
Ye olde sales funnel.
THE FUTURE IS...
Subscription revenue
THE FUTURE IS...
Subscription revenueThe blurring of the line between sales & support.
THE FUTURE IS...
Subscription revenueThe blurring of the line between sales & support.
Better training and pay for agents
Social media is like... a thing.
CHANGE #3
1% of people said they preferred to get support via Twitter instead of traditional mediums.
1% of people said they preferred to get support via Twitter instead of traditional mediums.
of US consumers are very to somewhat interested in resolving customer service issues.email: 67%, phone: 90%
22%
THE FUTURE IS...
Social Media level of care on traditional channels.
THE FUTURE IS...
Social Media level of care on traditional channels.
Word-of-month matters again. It’s too expensive to let something spill out onto Twitter.
The era of (digital) marketing gimmicks is coming to an end.
CHANGE #4
The digital marketing land rush is over.
The digital marketing land rush is over.
11% The increase in the average cost per click (CPC) on Google Adwords in 2011.
Increase in app marketing costs in the last year on iOS platform (70% on Android)
56%
THE FUTURE IS...
Customer retention over acquisition.
THE FUTURE IS...
Customer retention over acquisition.
how much more it expensive it is to acquire new customers than satisfy and retain current ones
5X
PUTTING IT ALL TOGETHER...
Business is going old school.
PUTTING IT ALL TOGETHER...
Business is going old school.
The last 30+ years have been one big scaling problem.
PUTTING IT ALL TOGETHER...
Business is going old school.
The last 30+ years have been one big scaling problem.
Agility over process. User-centric.
PUTTING IT ALL TOGETHER...
Business is going old school.
The last 30+ years have been one big scaling problem.
Agility over process. User-centric.
Quality and (via self-service)
So what?
A HUMBLE HYPOTHESIS...
Maybe employees and consumers aren’t all that different.
A HUMBLE HYPOTHESIS...
Maybe employees and consumers aren’t all that different.
BYOD
A HUMBLE HYPOTHESIS...
Maybe employees and consumers aren’t all that different.
BYOD
companies that allow some form of BYOD (bring your own device) usage74%
A HUMBLE HYPOTHESIS...
Maybe employees and consumers aren’t all that different.
BYOD
IT Support?
thanks
WITH THANKS TO OUR SPONSOR bmc remedyforce
#TFT returns june 2013