Managing Customer Service in a World of Technology

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Managing Customer Service in a World of

TechnologyTodd Domres

@tdomres

Why Use Social Media &

Technology?

Future of Customer Service

Maintaining Customer Service Excellence

• How do we do this? • Free up time• Understand process• React quickly to their needs• Deliver a quality product &

satisfaction in a timely manner• Use & grasp some of the same

technologies our customers are using

Connect with and Serve Your Customers!

• Social Media• Apps• Online Customer Account

Management

-Forbes 9/28/11

Broadband as a Service

More Usage Than Ever Before!

• Movie downloads• Skype & FaceTime• Streaming music/radio• Streaming video• Gaming

Over the Top Services

Online Gaming

15 MB/Hour per player

Over 450 MB in a weekend!

Measuring Usage

Cumulative Usage

Provide Education• Educate customers in their consumption

patterns – How data is consumed– Alert them when reaching various thresholds

in their plan– Prepare them for potential billing of overages– Provide a timeline if planning to implement

overage billing

• Present what they are consuming for a period of time before billing overages

Bill Presentment

• Usage alerts• Real-time notification• Print usage on statements• Additional tools available

All of these contribute to excellent customer service!

Leveraging What You Know!

• Services available at customer location

• Speeds and feeds

Use Existing Tools to Upsell

• Website• Automatic Bill Pay• Bill Messages• Text Messaging• Email Blasts• IVR• Social Media• Internal Campaign

• Easy to Use• Free or Inexpensive to

Download• Achieve Main Functions

Everyone is in Customer Service!

Communication Methods

• Appointment Reminders–Email–Text–Voicemail

Field Techs

• Smart Devices in the Field• Addressing Trouble Tickets• New Installations• Upgrades• Customer Premise Equipment (CPE)

Device Placement • (STB, Routers, Cable Modems,

Buyers do spend time trying to find out what their vendors are like before they spend their money

we do tend to buy more things from people we like.

2011 Forrester Research Survey

Alpine Communications

Elkader, IA

Alpine on Facebook

Social Media Goals• Create awareness of new services• Showcase employees & community relations

efforts– Directory Photo & March Mania Contest– Employee Recipes

• Educate & inform customers on things Internet-related– Workshops– Google Tips– Internet Safety

• Search Engine Optimization– More inbound links to your website = higher Google

ratings

Alpine Elf on the Shelf• December 2012 campaign• Perfect segway to get into

Pinterest and increase likes• Andy the Alpine Elf

– Pictures of employees with Andy– Andy on the Internet– Shopping at retail store

Creating Valuable Messages• What messages create

value for our customers?

• Defining messages through mediums

• Translate your company’s personality!

South Slope North Liberty, IA

South Slope on Facebook

• Creating valuable content– Tech Tip Thursday– Featured events on TV (local sporting

events)– Upcoming coop. events (annual

meeting, etc.)

• Member & employee involvement– Rocket Internet Video Contest– Community Food Drive

Internet Video Contest• January 2013 campaign• Promoted South Slope’s Internet

service & involved members• Entries submitted via Facebook

– Developed apps on Facebook– Approval process & voting– 7-year-old boy won an iPad!

Appealing to their Demographic

• Social media interaction– Involving all generations

• A lot of members 65 and over• Younger members are social media experts

• Provide comprehensive customer service– Outage information– Quick response to member inquiries

Questions &

Discussion

Thank You

For More Information

Todd Domres701.667.6752todd.domres@nisc.coop

@tdomres

Managing Customer Service in a World of Technology

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