customer support in the facebook and twitter era- clara shih hearsay labs
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8/8/2019 Customer Support in the Facebook and Twitter Era- Clara Shih Hearsay Labs
http://slidepdf.com/reader/full/customer-support-in-the-facebook-and-twitter-era-clara-shih-hearsay-labs 1/7
PANEL
Dr. Natalie Petouhoff (@drnat) Senior Analyst at Forrester
Wendy Lea (@wendyslea) –CEO of GetSatisfaction
Phil Fernandez (@marketo) –CEO of Marketo
Moderator : Clara Shih (@clarashih)
Author, The Facebook Era and CEO, Hearsay Labs
#e2conf ‐36
8/8/2019 Customer Support in the Facebook and Twitter Era- Clara Shih Hearsay Labs
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Welcome
to
the
Era
of
Facebook and
Facebook. 300M users (+153%) 8B mins/day
Twitter.
58M users
(+1170%)
iPhone iTouch. 57M users (+166%)
© thefacebookera.com 2009 @clarashih
8/8/2019 Customer Support in the Facebook and Twitter Era- Clara Shih Hearsay Labs
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Customer service is an example of where voice of
the customer is heard loud and clear in the cloud
As a customer-facing department,the need for chan e in customer service is obvious…
Agents giveSelf-service is no
responsesservice at all.
’ Agents can’t help mewithout escalation.
up-to-date status onmy problem.
3 Entire contents © 2009 Forrester Research, Inc. All rights reserved.
Source: May 30, 2009, “The ROI of Customer Service Social Media: Online Communities” Forrester report
8/8/2019 Customer Support in the Facebook and Twitter Era- Clara Shih Hearsay Labs
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Customer frustration has stoked a perfect storm…
• Years and years of bad customer service…• Press takes notice and publicizes it…• . …
• Power is in the hands of the people…
4 Entire contents © 2009 Forrester Research, Inc. All rights reserved.Source: January 21, 2009, “The Economic Necessity Of Customer Service” Forrester report
8/8/2019 Customer Support in the Facebook and Twitter Era- Clara Shih Hearsay Labs
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But the ROI of customer service socialme a s ongo ng ecause…
5 Entire contents © 2009 Forrester Research, Inc. All rights reserved.Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
8/8/2019 Customer Support in the Facebook and Twitter Era- Clara Shih Hearsay Labs
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…There is a complete businessrans orma on…
• Absent of:
– Politics and resistance – “Not invented here ” or “not my
”
• Process visibility via social media
lead to transformation of: – ng neer ng, ro uct
Development, QA
– Fulfillment, Order Management,
– Marketing, Sales andAdvertising
• Chalk it u to the “Witness” factor
6 Entire contents © 2009 Forrester Research, Inc. All rights reserved.
Source: August 14, 2009, “Best Practices: Five Strategies For Customer Service Social Media Excellence ” Forrester report
8/8/2019 Customer Support in the Facebook and Twitter Era- Clara Shih Hearsay Labs
http://slidepdf.com/reader/full/customer-support-in-the-facebook-and-twitter-era-clara-shih-hearsay-labs 7/7
PANEL
Dr. Natalie Petouhoff (@drnat) Senior Analyst at Forrester
Wendy Lea (@wendyslea) –CEO of GetSatisfaction
Phil Fernandez (@marketo) –CEO of Marketo
Moderator : Clara Shih (@clarashih)
Author, The Facebook Era and CEO, Hearsay Labs
7 Entire contents © 2009 Forrester Research, Inc. All rights reserved. #e2conf-36