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#Telligent #TheBigSocial
The Big Social 2012Telligent User Group
Social Support +1: Delivering Exceptional Customer Service
Lauren Coppola, HealthStream Inc.
Forrest Lymburner, Rackspace
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The Big Social 20122
Agenda
Incorporating Fanatical Support!
Taking your community “off-site”
Gamification! Support
Integration Community in a
Regulated Market
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The Big Social 20123
Session Objective
This session will introduce you to some basic principles of how to ensure your community exemplifies exceptional customer experience!
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The Big Social 20124
Incorporating Fanatical Support
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The Big Social 20125
What is Fanatical Support?
There is no “spoon”
Mentality, not a Tactic
Empowerment!
Trust & Transparency
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The Big Social 20126
Brand Bridging Using Community
Imagine If… Look at every
aspect of community… what can we add to ensure an element of FANATICAL!
Not an exact science
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Examples of EXTRA!
Personal community invitations and connections
“Rallying” of the company to participate
Empowering your Promoters Support Beyond Support Manners (yeah sometimes its
that simple)
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The Big Social 20128
Taking the Community Off-Site
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Enhancing Live Training with Online Communities
Make it personal Facilitate relationships among
students Introduce the instructors
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Getting the Most Out of Live Training Build student confidence Assign pre-work before live
training Provide follow-up tasks after live
training sessions
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Enhancing Online Communities with Live Events
Create attainable milestones Use peer request functionality to
foster member relationships Solicit user feedback &
collaboration through Ideation features
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Gamification 101
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Communities Aren’t Always Fun! Gamification is
about finding ways to make community fun!
It uses the dynamics of gaming and applies them to the things we want people to do
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Principles of Community Motivation
Ego Competition
Education HR & Recruiting
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Gamification Examples
Leaderboards
Top Contributors
Contests Virtual Badges
Ranks
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Support Process Integration
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The Big Social 201217
Support Integration Steps
Understand
Integrate Train Feedback & Adjust
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My Support Integration Philosophy
Everything must be integrated into how you do things today to be successful If Community becomes “extra”
work it will not succeed Integrate into the tools
support is using, another destination isn’t good for adoption
Look like magicians! The integration should be invisible to customers
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Support Integration Ideas
Escalation Process Integration Customer Intelligence
Dashboards Expose key information in the
community (tickets, account info, links)
Community info to ticketing systems
Incorporate community into training programs
Community as part of department goals
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Community in a Regulated Market
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The Big Social 201221
Support Communities in Regulated Markets
Privacy is a big deal Secure site, but easily accessible
for members For customers only
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Fostering Collaboration in Regulated Markets
Build trust among users Assign a virtual mentor Verify member credibility
through rating & badges
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Know Your Industry & Audience
Understand your industry’s strengths & weaknesses
Consider your audience’s daily routine
Incorporate this knowledge into your Community
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Q&A
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REMINDER
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