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Online customer service trends 2012

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Shay Rosen (שי רוזן)
Shay Rosen (שי רוזן)

In current days of economic downturn, increased competition and gen y customers, the customer is really the king. Presentation discusses current leading trends in online customer service and demonstrates how organizations are using OCS to increase customer satisfaction and loyalty.

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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
Shay Rosen Head of Strategy & Consulting, realcommerce Shayr@realcommerce.co.il http://www.linkedin.com/in/shayrosen http://www.facebook.com/shayrs http://www.slideshare.net/shayrs M: 052-5118539
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
Online customer service trends 2012
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
New Vs. Existing customers • Currently – Equal focus • Separate sites for new customers and for existing customers service Products New Customers Promotion Existing Customers Join Self Service
Monetize & Serve existing customers • Smart Self Service • Personalized product promotion • Online sales to existing customers Existing Customers New Self Service Customers Personalized promotion & sales Join Service
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
Online customer service trends 2012
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
Shay Rosen Head of Strategy & Consulting, realcommerce Shayr@realcommerce.co.il http://www.linkedin.com/in/shayrosen http://www.facebook.com/shayrs http://www.slideshare.net/shayrs M: 052-5118539
Online Customer Service 2012: Shay Rosen Head of Strategy & Consulting shayr@realcommerce.co.il

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Online customer service trends 2012

  • 1. Online Customer Service 2012: Shay Rosen Head of Strategy & Consulting shayr@realcommerce.co.il
  • 2. • 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
  • 3. Shay Rosen Head of Strategy & Consulting, realcommerce Shayr@realcommerce.co.il http://www.linkedin.com/in/shayrosen http://www.facebook.com/shayrs http://www.slideshare.net/shayrs M: 052-5118539
  • 8. Online Customer Service 2012 Paradigm Change 2000-2010 – Revenue Generation, Cost Reduction Customer acquisition 2010->Customer Experience & Customer Retention
  • 10. 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
  • 11. New Vs. Existing customers • Currently – Equal focus • Separate sites for new customers and for existing customers service Products New Customers Promotion Existing Customers Join Self Service
  • 12. Monetize & Serve existing customers • Smart Self Service • Personalized product promotion • Online sales to existing customers Existing Customers New Self Service Customers Personalized promotion & sales Join Service
  • 13. The customer needs Control Support Billing Actions
  • 14. Support – Lenovo – Nobody RTFM
  • 18. Different kinds of customers • Navigation • Search • Popular
  • 19. Billing - Control & Transparency • Dashboard interface • Understand current bill status • Decision supporting information
  • 21. Actions – Decision support tools
  • 22. Actions – Decision support tools
  • 26. Mobile access – Multi screen service • Rapidly growing • Increased engagement • New business opportunities
  • 27. The Multi Screen Organization
  • 28. “Your Most unhappy customers are your greatest source of learning” Bill Gates Always listen to customer feedback
  • 29. 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
  • 30. Shay Rosen Head of Strategy & Consulting, realcommerce Shayr@realcommerce.co.il http://www.linkedin.com/in/shayrosen http://www.facebook.com/shayrs http://www.slideshare.net/shayrs M: 052-5118539
  • 31. Online Customer Service 2012: Shay Rosen Head of Strategy & Consulting shayr@realcommerce.co.il