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.

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

4. World economy

5. Raging Consumers

6. Increased Competition

7. Gen y

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

15. Video Support

16. Community support

17. Active Community

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

23. Hello – anybody here?

24. Multi-Channel support

25. Twelpforce – sample case

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