Social Connections 9 - Enrich your customer experience by socialising it using IBM Connections
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How to build a social customer experience by using IBM Connections and Adobe AEM.
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Social Connections 9 - Enrich your customer experience by socialising it using IBM Connections
- 1. Enrich your Customer Experience by socialising it using IBM Connec9ons Patrick Heinzelmann, Harbour Light Ltd. Heiko Voigt, Harbour Light Ltd.
- 3. Agenda
- 4. What is a Social Customer Portal ? (1) • Integral Part of a Website or Commerce Site • Extends the value of your website by adding personalized content • Integrates interacLon components between customers and your organizaLon • Seamlessly embedded into your web design and layout • Easy access for customers or potenLal buyers by simple login/ registraLon processes • Use cases: • Support • Post Sales Processes (Invoices, Q&A, Order Management) • Community Building • Pre-Sales !
- 6. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) Profiles Intranet Profiles: • Fed by all three main enLLes of the portal • Contains Personal Data for all users • Contains Sales history and things like delivery opLons from Commerce Sites • Contains Social Profile • Base element for Community Building ! • Should contain intranet users or at least all process relevant intranet users as well
- 7. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) Files Intranet Personal Files: • Invoices • Orders • Return/Delivery Handling • Updates • LeZers • Support Files Communi3es: • PresentaLons • Support Files • Handbooks / DocumentaLon • Colletral • 3D PrinLng Templates • Pictures • Videos
- 8. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) CommuniLes Intranet User CommuniLes Product CommuniLes • Brand Building • Community Buildung • Experience ! • Support • Discussion (Users, Support) • MarkeLng • Sales • Product Management • Brand Building • Community Building • Experience ! • Up/Cross-Selling • Sales • MarkeLng Joint Development CommuniLes • Product related • Customer Loyalty • TechSales • Engineering • Development • Sales • Guest Access
- 9. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) AcLvity Streams Intranet CommuniLes Personal • Personal InteracLon • Likes, MenLons on personal level • Personal & Community Content • Targeted to Audience • All relevant news in a community • May be moderated
- 10. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) AnalyLcs Intranet 360° view on: • What are my customers talking about ? • What do they ask for ? • What else do they need ? • Who are they talking to ? • What are trending topics in Support and Product CommuniLes ? • How is the Brand Loyalty for my products / company ? • Where is communicaLon lacking (in and out) ?
- 14. The things to take home... • A Social Customer Portal delivers a huge differenciator between you and your compeLtor regarding customer communicaLons and customer saLsfacLon. • A Social Customer Portal with Brand Loyalty Programs and Community Buidling gives you insight into your customers demands before they actually tell you verbally. • A Social Customer Portal can be built from standard so`ware components giving you a quick Lme to market and a quick ROI • And last but not least – yes, IBM ConnecLons can look preZy as well !