In Forrester Research’s recent report: 2017 Customer Service Trends: Operations Become Smarter and More Strategic, they advise brands on some key changes that are impacting the customer service experience.
It made us curious: How can brands harness this insight to improve and enhance customer care?
To explore, we had our resident Social Customer Service Thought Leader, Dave Evans, examine these trends and provide some real-world, actionable tips to help you up-level your customer service experience, such as how to:
Make it easier for customers to find answers themselves
Know when and when not to use AI and bots
Align customer experience measures across all channels
Use the power of data to create better experiences
We’ve also included practical insight into what your technology should be enabling you to do and spotlighted some brands that we think are ahead of the game in delivering enhanced customer service experiences.
Ready to discover the 10 ways to upgrade your customer service?
Download the free ebook here.
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"We want to create a premium experience for our sellers.”
-Craig Cleveland, Director of Business Development, Jane.com
There is a tremendous amount of competition among marketplaces today. How they differentiate themselves or provide a unique value to their sellers is ultimately the key to building trust, credibility, and loyalty. So, when 6-year-old boutique marketplace, Jane.com, decided that “experience” would need to become their key differentiator, they looked no further than Lithium to help them get the job done. That’s why we thought we’d sit down with Jane.com’s Director of Business Development, Craig Cleveland, (@craigasian )to hear why building a strong community of sellers is absolutely critical for the company’s long-term growth and success.
Our goal is to help sellers grow their business and be as successful as possible on our platform. That shouldn’t come as a big surprise as that’s typically the goal of any marketplace today. However, what we realized fairly quickly last year at our annual Jane Seller Conference was that our sellers wanted to be a part of a bigger community. They wanted to learn from each other. They wanted to know how other women started their businesses as well as what they did to make their businesses successful. It was all about interaction and conversation. Seeing that unfold before our eyes made it so clear that we needed to create a communal feel among our sellers. That was the catalyst for building our own online community.
Every business wants to succeed – and a little competition is certainly healthy. However, what’s unique about the Jane.com community of sellers is that they are so supportive of each other. They want each other’s businesses to succeed. We see that in the conversations they have with each other. It’s a beautiful thing. We’re not only helping sellers drive awareness by getting their products out in front of consumers, but we’re also providing them, through our online community, with a support network that encourages one another to succeed. Truth be told, we didn’t want our marketplace to feel competitive; our online community has helped achieve this.
Better Experience We know that our sellers sell on a variety of other marketplaces. So, we had to think about what would make Jane.com truly stand out from the competition. For us, it came down to two things: 1) experience and 2) engagement. Creating our online community was an easy way to keep our sellers engaged, with each other as well as with us as a company. However, to create a more premium experience for our sellers, we had to find a partner that embodied both the strategy and mindset to make our community successful. Lithium was the right fit for us. And even though we’ve just launched our community, we’re excited to see where our partnership with Lithium takes us in the near- and long-term.
Want to hear more? Check out this video below to see what else Craig had to say:
Jane.com is a beautiful boutique marketplace featuring the latest in women's fashion trends, home decor, and children's clothing. Providing the most high-end products, from the most trusted companies, to the most loyal customers, is not just a mission, it’s a promise. With a highly-structured selling platform and multiple integrations, Jane.com provides both online sellers and brick and mortar shops the perfect marketplace to showcase their boutique and creates an attentive audience for new innovative products.
ABOUT CRAIG CLEVELAND
C raig is the Director of Business Development at Jane.com. Software companies are his specialty, and with his diverse skill set he have been able to streamline and create products that provide the best ROI.
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You know there are so many choices for community vendors these days. Picking one that will work best for your organization can seem daunting, to say the least. That’s why we’ve put together a short, simple checklist that highlights features that mark best-in-class online community platforms today.
Okay, okay, we are a bit biased and we do believe that Lithium provides some exceptional features. Hey! You can’t blame us! But we know it’s not all about us. We want you to be sure your platform is right for you and that as you evaluate vendors (including us), that you are aware of some of the latest capabilities that will give you and your customers the very best experience.
Here’s some of what you should look for from a vendor’s platform:
Incorporates all types of social engagement
Allows highly customized experiences to achieve a seamless brand experience
Provides detailed data on user activity, trends, individual user interests
Integrates with existing business processes and web/business systems
There’s so much more, and I highly encourage you to download the list and use it to evaluate community platforms and vendors. And hey, if there’s a feature or functionality that you wish for and don’t see it on our list, don’t be shy! Let us know. After all, that’s what community is all about.
Download the Online Community Checklist.
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When AGL told us back in 2015 that they were planning to undertake a $300M AUD Customer Experience Transformation, they weren’t kidding. They wanted to reinvent how their customers interacted with them at every digital touchpoint. And, two years later, that’s exactly what they’ve done.
We helped them build a robust and engaging online community and also gave AGL the power to respond to customers via social in real-time via Lithium Social Media Management..
The results have been impressive – and speak for themselves (just to name a few):
$1M AUD reduction in costs in 2016-17 FY
$133K AUD support cost savings per month
8,000+ support call deflections
72% social care response rate within an hour
3,500+ social interactions per month
85-90% average CSAT score
So, what exactly is to thank for all this success? Easy access to information and support.
AGL’s goal was to leverage every possible digital touchpoint at their disposal to build trust and loyalty with their customers. Unfortunately, one major uphill battle for them was the simple fact that general sentiment towards energy companies in Australia has been traditionally quite low. So, what did they do to shift this perception? Knowing that customers today increasingly want to interact with brands digitally to get information or to get help (vs. calling into customer support), they made a bold bet in digital – especially in an industry where technology hasn’t been leveraged to its fullest to engage customers in a meaningful and useful way.
By giving customers an easy and intuitive way to search for information, to discuss and share experiences with each other, to learn about all things energy-related, and to get near-instant support on a number of FAQ’s, AGL has truly set a new best practice for how energy companies can be there for their customers when and where they need them most.
But the work isn’t done. In the coming fiscal year, AGL plans to start adding in Lithium’s publishing and campaign management features – to better manage social media marketing and social care cross-functionally, all under one platforms – and even hopes to begin building a Superuser program as well.
We can’t wait to see their success grow!
Check out their case study here.
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What type of digital care do you deliver to your customers? Are your initiatives more focused on monitoring customer conversations or servicing a high volume of customers?
Brands need to know the difference. A big mistake brands (especially those with high volumes of digital conversations) make is treating these initiatives the same way. But, the type of customer service matters because both are handled, managed and measured differently.
Our new eBook ‘Digital Care Redefined: Agents vs Moderators’ breaks down the differences.
Read our eBook to:
Learn why diverse technology solutions are failing to deliver great digital CX
Understand the unique needs of agents and moderators
Discover the advantages of unifying digital care
Plus, hear advice from brands using a single platform to deliver awesome digital CX, including: Comcast, Rogers, StubHub, and Sprint.
Download it here today.
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