This week we are happily heading to San Francisco to participate in Lithium Technology’s user conference LiNC. It seems timely to mention last month we collaborated with Lithium, BT and TSIA for a webinar titled, “The Five Secrets to Delivering Exceptional Customer Service in the Social Age”. In my mind, the combo is as good as peanut butter and chocolate.
Here is a quick recap of the webcast…the challenge with social customer service and Social CRM initiatives right now is that online forums and service communities can be pretty chaotic and lack discipline and process. The most useful posts are frequently buried. The voices that get heard are those of the power users. Adding Baynote to the mix allows the entire community to implicitly weigh in or “vote” on what content is most useful.
John Ragsdale from TSIA provided insight into the current state of customer service, and how social elements of customer service are beginning to play an integral role within a company’s overall services strategy. For more info, check out John’s Blog.
Brooke Molinaroli, head of Digital Care Design at BT’s Retail Customer Service Group provided some excellent examples of how BT is making social technologies work in an organized and very effective way. BT has launched a number of social channels to improve their customer service, including @BTCare on Twitter, a YouTube channel dedicated to answering the most commonly asked questions, BT Community Forums, and BT.com/help with live chats and a mobile application.
Based on BT’s success with these initiatives, here are Brooke’s tips:
1) It’s about real service delivered by real service teams. Twitter is a perfect example of providing end-to-end service to resolve all queries with live interactions with consumers via Twitter. Consumers have reacted very well to the customer service team on Twitter, and BT has recorded over 525 positive comments from people thanking the @BTCare team for their help.
2) Proactively contact customers. This goes a long way in having happy customers and creating the human relationships that people are looking for in customer service.
3) Take a personal and modern approach. BT revamped the style of their call center so it is more modern and straightforward rather than formal. They also created a YouTube channel that is not corporate and includes videos from the company’s real customer service team.
4) Don’t overthink it; Set some goals and go. BT assessed their situation, and once they set their goals, they moved forward quickly to publically demonstrate excellent service. In fact, BT launched @BTCare in 10 days with great success!
5) Create a cross-functional team that works together. PR, service, Products, Legal and Marketing should work like a real-time network to allow the program to be more transparent and nimble.
If you are up at LiNC this week, please come find our folks on Friday at the Partner Fusion Lounge
Here is a quick recap of the webcast…the challenge with social customer service and Social CRM initiatives right now is that online forums and service communities can be pretty chaotic and lack discipline and process. The most useful posts are frequently buried. The voices that get heard are those of the power users. Adding Baynote to the mix allows the entire community to implicitly weigh in or “vote” on what content is most useful.
John Ragsdale from TSIA provided insight into the current state of customer service, and how social elements of customer service are beginning to play an integral role within a company’s overall services strategy. For more info, check out John’s Blog.
Brooke Molinaroli, head of Digital Care Design at BT’s Retail Customer Service Group provided some excellent examples of how BT is making social technologies work in an organized and very effective way. BT has launched a number of social channels to improve their customer service, including @BTCare on Twitter, a YouTube channel dedicated to answering the most commonly asked questions, BT Community Forums, and BT.com/help with live chats and a mobile application.
Based on BT’s success with these initiatives, here are Brooke’s tips:
1) It’s about real service delivered by real service teams. Twitter is a perfect example of providing end-to-end service to resolve all queries with live interactions with consumers via Twitter. Consumers have reacted very well to the customer service team on Twitter, and BT has recorded over 525 positive comments from people thanking the @BTCare team for their help.
2) Proactively contact customers. This goes a long way in having happy customers and creating the human relationships that people are looking for in customer service.
3) Take a personal and modern approach. BT revamped the style of their call center so it is more modern and straightforward rather than formal. They also created a YouTube channel that is not corporate and includes videos from the company’s real customer service team.
4) Don’t overthink it; Set some goals and go. BT assessed their situation, and once they set their goals, they moved forward quickly to publically demonstrate excellent service. In fact, BT launched @BTCare in 10 days with great success!
5) Create a cross-functional team that works together. PR, service, Products, Legal and Marketing should work like a real-time network to allow the program to be more transparent and nimble.
If you are up at LiNC this week, please come find our folks on Friday at the Partner Fusion Lounge
You’ve probably caught some of the hype about NASA’s latest Lunar exploration efforts. This morning they deliberately crashed a spent upper stage rocket booster into the moon in order to analyze the debris plume for traces of water. Exciting stuff in its own right, but here at Baynote we always get a little bit extra excited when NASA does something interesting.
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