Social Support +1 - The Big Social 2012 (Oct 2012)

#Telligent #TheBigSocial

The Big Social 2012Telligent User Group

Social Support +1: Delivering Exceptional Customer Service

Lauren Coppola, HealthStream Inc.

Forrest Lymburner, Rackspace

The Big Social 20122

Agenda

Incorporating Fanatical Support!

Taking your community “off-site”

Gamification! Support

Integration Community in a

Regulated Market


Session Objective

This session will introduce you to some basic principles of how to ensure your community exemplifies exceptional customer experience!


Incorporating Fanatical Support


What is Fanatical Support?

There is no “spoon”

Mentality, not a Tactic

Empowerment!

Trust & Transparency


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


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)


Taking the Community Off-Site


Enhancing Live Training with Online Communities

Make it personal Facilitate relationships among

students Introduce the instructors


Getting the Most Out of Live Training Build student confidence Assign pre-work before live

training Provide follow-up tasks after live

training sessions


Enhancing Online Communities with Live Events

Create attainable milestones Use peer request functionality to

foster member relationships Solicit user feedback &

collaboration through Ideation features


Gamification 101


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


Principles of Community Motivation

Ego Competition

Education HR & Recruiting


Gamification Examples

Leaderboards

Top Contributors

Contests Virtual Badges

Ranks


Support Process Integration


Support Integration Steps

Understand

Integrate Train Feedback & Adjust


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


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


Community in a Regulated Market


Support Communities in Regulated Markets

Privacy is a big deal Secure site, but easily accessible

for members For customers only


Fostering Collaboration in Regulated Markets

Build trust among users Assign a virtual mentor Verify member credibility

through rating & badges


Know Your Industry & Audience

Understand your industry’s strengths & weaknesses

Consider your audience’s daily routine

Incorporate this knowledge into your Community


Q&A

REMINDER

#Telligent #TheBigSocial

Continue your learning: Partner Pavilion Demo Lounge Social Media Lounge

Social Support +1 - The Big Social 2012 (Oct 2012)

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Transcript of Social Support +1 - The Big Social 2012 (Oct 2012)