John M. Perez.Com

Video: The Facebook & Microsoft Outlook Social Connector

2010-07-13T17:21:00.001-04:00

Video: Parature for Facebook - Overview Demo

2010-07-10T13:48:00.000-04:00

Parature for Facebook enables you to easily be where your customers are - engage in their conversations and deliver quality support on your company's Facebook page, leveraging the same proven Parature software that you know and trust. To learn more, please visit http://www.parature.com/facebook.aspx

customer service 2.0 web 2.0 service delivery and support it 2.0

Slideshare: 2010 Social CRM Gartner Magic Quadrant

2010-07-07T08:54:00.001-04:00

Gartner 2010-mq-social-crm

View more documents from jperezpgi.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Right Now Mobile Launch Event

2010-05-24T09:20:00.004-04:00

I had the opportunity to attend the Right Now Mobile CRM Launch in New York City last week, and thought it was an ideal launch event for Right Now. Thanks to Michelle Watson of Match.Com, Trish Whitman of MySpace.Com, and Danna of Right Now for their great insight into their businesses with using eService Solutions.

Some Data Points

Phone Channel Demand is Decreasing - 98% of Support Interactions in North America were over the Phone in 2004. In 2009, only 67% of Support Interactions were over the phone. Despite this, call volume hitting the call center is increasing year over year and they are projecting that most of these calls will come from mobile devices.
16% of Customers surveyed on Customer Experience believed that an Enriched Web Experience on the Web was critical to Customer Experience. An additional 16% indicated multichannel support was critical, and 36% believed smart competent agents was critical.
As we see the proliferation of additional channels like Social Media, Mobile, Email, Live Chat, etc – the metric to really capture will be First Contact Resolution instead of First Call Resolution. Companies will need a platform that will enable them to track First Contact Resolution as our Channel Mix evolves. First Call Resolution only gets a company phone visibility, but First Contact Resolution is truly the measure across all channels.

Summary

Clients in the keynote address were MySpace, Match.Com, CBS Interactive, and AirCell. All of these clients are using the Right Now product suite, but they are also utilizing their product for Mobile Support.
Right Now launched their mobile product suite that allows clients with their suite to provide Mobile Versions of the following:
A Web Self Service Portal with integrated Knowledge.
Live Web Chat.
Web Guided Assistance – I.e Like the troubleshooting wizard.
Check out more information at: http://www.rightnow.com/cx-suite-mobile.php

My take was that the demos were solid and they are the only players in the space that I have seen have a proven product for mobile help. Other eService providers say they have it, but I have yet to see it.

I Spoke with Michele Watson (SVP Global Customer Care for Match.Com) and they use their eMail Response, Portal/Knowledge Product, and Live Chat.

Trish Whitman (VP of Customer Experience) of MySpace says that 30% of their web traffic now comes from Mobile Devices.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Online Video Tutorials for Vonage Home Service

2010-03-08T08:46:00.004-05:00

Check out these great tutorials illustrating how to use the Vonage Home Service.

How Vonage Voice Over IP works?

Installing Your Vonage Phone Adapter

This video illustrates how to install your Vonage Phone Adapter with your existing Internet Access.

How To Set Up Vonage Visual Voicemail?

Video by VonagePromo

The Vonage Online Account

This overview illustrates how to utilize Vonage's Online Account features including Voicemail, Call Forwarding, Do Not Disturb, Refer A Friend, Network Availability, Call Waiting, International Calling, Virtual Numbers, Anonymous Call Blocking, Directory Assistance, and more.

Video by VonagePromo

Vonage Feature Overview

Learn more about Vonage Features.

How To Check Your Voicemail with Vonage

Video by VonagePromo

Setting Up Call Forwarding with Vonage

Video by VonagePromo

How Can Vonage Save Me Money?

How To Set Up Vonage Visual Voicemail?

How To Set Up Call Forwarding?

Video by VonagePromo

Learn More about Vonage International Rates

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Social Media ROI: Socialnomics

2010-02-08T12:30:00.000-05:00

Social Media ROI: Socialnomics is by Socialnomics author Erik Qualman. This video showcases several Social Media ROI examples along with other effective Social Media Strategies. Music is by Bob S...

customer service 2.0 web 2.0 service delivery and support it 2.0

Slides: Four Social Media Trends for Business in 2010

2010-01-29T15:48:00.001-05:00

Social Media Trends for 2010

View more presentations from Jeremiah Owyang.

Another great set of slides on Social Media from Jeremiah Owyang.

customer service 2.0 web 2.0 service delivery and support it 2.0

Download: 6 Steps to Creating a Social Media Roadmap for Business

2010-01-20T21:41:00.001-05:00

Service Push Discovery Framework

View more documents from jperezpgi.

2009 was a phenomenal year for social media, with Facebook, Twitter and Youtube becoming part and parcel of everyday life. Twitter alone grew 1,382% year-over-year in February, registering a total of just more than 7 million unique visitors in the US for the month. Meanwhile, Facebook continued to outpace MySpace. LinkedIn finally announced it's demographics and reported that 49% of its network are decision makers, and 53% of it's network make 100k+ per year.

So what what can your company or it's customers do to make Social Media work in business? Attached is the Service Push Social Media Framework that enables your company, it's customers, and your peers to rapidly deploy a Social Media Roadmap for Business in just 6 steps!! Following this framework enables your organization or it's customers to do the following:

Assess what Return On Investment you will get by investing in Social Media for your business.

Determine what Tools & Processes your Organization Needs To Succeed.

Create a 3 Year Road map for your company to follow in the areas of Social Media Strategy for your business.

Learn more about how Service Push can help your company to grow it's business. Enjoy the complimentary framework!!

Regards,

John M. Perez

Facebook: http://www.facebook.com/john.perez
Social CRM Tools: http://www.socialcrmtools.com
Service-Push: http://www.service-push.com
Blog: http://www.johnmperez.com
Twitter: http://www.twitter.com/JohnMPerez
LinkedIn: http://www.linkedin.com/in/johnperez

Video: Jeremiah Owyang Talks Social CRM, Social Media, and More with Robert Scoble

2009-12-22T22:32:00.003-05:00

A Great must see video here by 3 of the best Industry experts on web strategy. Jeremiah Owyang and Ray Wong are two of the best analysts in the tech industry who meet with Robert Scoble to discuss several topics in the Social CRM, Social Media, and Mobile Application space.

customer service 2.0 web 2.0 service delivery and support it 2.0

2009 Global Consumer Channel Preferences (Whitepaper By Accenture)

2009-12-16T13:31:00.003-05:00

This is probably one of the best Services and Customer reads I have reviewed this year and I think it certainly worth reading when you have a chance. Accenture surveyed global consumers on Customer Experience and Consumer Satisfaction. There are some interesting data points in the study. There is also a lot of Online insight.

Here are the highlights:

68% of consumers cancelled/switched to another product due to Customer Service Reasons. The study illustrates that the online experience is just as important as the Phone experience.

When You Seek Customer Service, how do you go about getting assistance?
In 2009, here were the results (multiple mentions):

85% prefer calling for assistance.
65% prefer sending email
46% of respondents indicated they search the internet for information.
42% utilize a company's website
20% prefer Online Chat.
10% rely on Blogs and social Networks.

Regarding Consumers Posting Negative Comments Online:

Globally, 25% of all consumers will post negative comments online about a bad brand or service experience online. This trend is up and they point out in the survey that Brazil and China are more likely to do this than other countries. CLICK HERE FOR THE FULL SURVEY.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: CDC's Social Media Revolution

2009-12-11T16:15:00.000-05:00

The Centers for Disease Control recently created a new unit called the National Center for Health Marketing. Like all marketing organizations, its mandate is to change consumer behavior and it has organized an incredibly savvy social media department to do just that. Its first comprhensive national campaign is for the H1N1 Swine Flu outbreak and tightly coordinates its message across virually every kind of social media. The effort is one that many other marketers might do well to study.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Google Launches Realtime Search

2009-12-07T15:55:00.002-05:00

Incredible innovation from Google once again. They have launched Google Realtime results with their search tool. Google says the features are not all yet available for all users but you can visit Google Trends to see it in action.

customer service 2.0 web 2.0 service delivery and support it 2.0

Slides: Social CRM Slides By Deloitte

2009-12-07T10:50:00.001-05:00

Social CRM

View more documents from whatidiscover.

Great summary of slides outlining the evolution of CRM into the Social CRM space.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Using Twitter Effectively for Marketing and Sales

2009-11-30T19:40:00.000-05:00

Can Twitter really help you achieve your marketing and sales goals, or is it just a distraction? Join us to learn how leading brands are using Twitter as part of their marketing mix and to see new tools from salesforce.com that can help you integrate Twitter with your sales and marketing efforts.

Video: The Top 10 Critical Service Metrics You Need to Know

2009-11-30T18:11:00.001-05:00

Some more from Dreamforce. Start this session with the top 10 service metrics you need to know, followed by real-life examples your peers are using today. Well help you cruise your way to the winners circle.

Video: Hands-On: Knockin Knowledge out of the Park

2009-11-29T10:14:00.001-05:00

Another great session on Knowledge Management at Dreamforce 2009. Knowledge is the foundation of all support channels. In this hands-on training session, youll learn how to take advantage of all the latest Salesforce CRM knowledge base features to improve your organization from the ground up.

Video: The Next Step in Customer Care: Customer Collaboration

2009-11-29T08:57:00.002-05:00

More Dreamforce videos. This one specifically focused on Customer Care. As leaders in their respective industries, Cisco and salesforce.com are pushing customer care to the next level by combining Unified Customer Contact solutions with the Service Cloud. Join this session to look at customer collaboration, the business drivers, and how social media can impact the way companies provide customer care.

Video: How Salesforce.com Uses the Service Cloud: Reinventing Self-Service

2009-11-28T10:33:00.000-05:00

Salesforce.com's in-house customer support organization is taking advantage of the Service Cloud to reinvent the online customer experience. The secret to the sauce—personalized, consistent, and quick access to knowledge, help, training, and community. See how you can leverage our unique model to make self-service your customers preferred support channel.

Video: Salesforce Chatter

2009-11-27T22:51:00.001-05:00

Finally got around to post Salesforce.Com's Chatter. Facebook like Enterprise Collaboration.

Video: How to Tap into Social Media to Drive Sales Results

2009-11-23T23:44:00.001-05:00

You can harness social intelligence natively within Salesforce CRM to increase your sales productivity and accelerate sales cycles. Learn how successful sales leaders from innovative cloud-computing companies such as SuccessFactors and IntraLinks are bringing social selling into their sales organizations to improve prospecting effectiveness and close rates - all with solutions from InsideView.

Video: Using the Service Cloud for the Enterprise

2009-11-23T23:40:00.000-05:00

Another video from Dreamforce specific to the Service Cloud concept. Looking to improve complex and mature external call centers, internal IT help desks, customer portals, or other customer service centers? This session features tactical information on how the Service Cloud can transform your enterprise call centers and other service solutions. The Service Cloud is up and running in the enterprise, and youll hear from the folks who are making it happen!

Video: Managing Change: How to Win Friends and Influence People

2009-11-23T23:35:00.003-05:00

A decent presentation given at Dreamforce 2009 that goes through some practices on Managing Change within an organization. Specifically when your implementing new technology, processes, and strategies within your org. The presenter sounded nervous and sounds like he has no experience implementing change himself! :-)

Video: Social CRM Tools for Salesforce.Com - Account View

2009-11-23T23:31:00.000-05:00

Social CRM Tools is an application available for Salesforce.Com that seamlessly integrates the world of Social Media with your Accounts, Leads, Contacts, and Support Cases within Salesforce.Com. This demo shows you how to get Linkedin, Facebook, and Twitter information from your Accounts. Realtime Twitter Monitoring on your accounts, Google Map integration, and more. Track what account activity is happening on the web, and much more. Download for Free at http://www.socialcrmtools.com. Also available on App Exchange.

Video: Welcome to Dreamforce 2009 - Day One Keynote

2009-11-22T11:28:00.000-05:00

Part 1 of the Dreamforce 2009 Keynote. Marc Benioffs opening keynote speech kicked off the first full day of Dreamforce to thunderous applause. The excitement was palpable as he unveiled new features of Sales Cloud 2 and revealed salesforce.coms latest innovation: Chatter. For the rest of the day, the crowd was buzzing over the potential for this entirely new way to collaborate at work.

A Recap of Social Media BDI Conference in New York

2009-11-15T14:16:00.001-05:00

On Thursday November 12th, I had the opportunity to attend a great conference in New York City sponsored by the Business Development Institute on Social Media. The event had Companies like McDonalds, Jet Blue, Godiva Chocolates, AMD, and SAP present their Best Practices around Social Media in their companies. Special thanks to Jamie Haenggi of Vonage and the Marketing team for the invite. Attached are some of the highlights of the event.

Key Quotes/Mentions

93% of Americans want Brands to Engage in Social Media. – Michael Chin of KickApps.Com

If you ask yourself what the ROI of social media is, ask yourself what the ROI is if you ignore it. – Tweet.

Jet Blue Presentation

On Usage of Twitter - Morgan Johnston of Jet Blue says 6 people support 1.4 million followers on Twitter for things related to Customer Support, Customer Complaints, etc.

On Online Support - An interesting thing he noted on Support Content is that on their website they externally link to resources/sites that will help their customers. Like a reference to Time Zones in the U.S. They opted not to recreate the content, just externally link to it. At Vonage, there is a lot of opportunity for us to do this with International Dialing and Country Codes.

On Social Media Tools –

Jet Blue utilizes CoTweet (www.cotweet.com) to track their tickets in Twitter. It is the Ticketing System for Twitter and it is FREE.

They use TweetDeck (www.tweetdeck.com) for Listening and Monitoring Conversations.

They also use Seesmic for monitoring.

McDonalds Summary

The McDonalds presentation was interrupted in the first 5 minutes by some anti chicken PETA Protesters who yelled "McCruelty.Com" and passed out pamphlets. This was an interesting opening as many people tweeted that McDonald's got "KanYeD!"

Their Twitter usage was around using the tool for Customer Satisfaction. They have about 6 – 8 staff members who monitor twitter for Customer Satisfaction issues.

They use Face book for all sorts of Promotional Campaigns, Contests, Idea Generation, and Events. They noted several examples of how their customers helped to suggest new food product ideas, music for their commercials, and more.

Social CRM

This is a big buzz word in the industry now. But not many people understand what Social Customer Relationship Management is. In a nutshell, it is the Social Media tools, processes, and technology used to manage your Customer Relationship across networks like Twitter, Facebook, Forums, etc.

Traditional CRM was about managing your Customer Relationships using traditional systems and methods in the Sales, Marketing, and Customer Support area. Some examples below:
- In Sales – you were cold calling, looking at your pipeline, and calling and email till you can close a deal.
- In Marketing, you buy lists for lead generation/conduct events, etc.
- For Customer Support – You let your Customers Call you and You Log the Ticket.

Social CRM is all about:

In Sales – Listening to Social Conversations, Engaging Customers or Prospects, Adding Value to the Conversation, Warm Calling, and then making the sale.

In Marketing – You are Monitoring Social Conversations, Capturing and Engaging the Key Influencers of your Product while establishing relationships with them, Running Campaigns and Ads on Facebook, Twitter, and Measuring the ROI.

In Customer Support – You’re providing Pro Active Support by listening, engaging, and resolving in real-time across social networks.

Well that was about it. What are your thoughts?