Optimize Self Service Support with Community

 

Stephen Mann Sr.Dir. Support & GM SMB @mannstephen

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! What’s your problem statement?

! What’s your reality?

! How Get Satisfaction was used to solve self support and scale at Mint.com –  Point of Need Help

–  SEO

–  Bug Containment and Crowdsourcing

–  Broadcasting

! Success Measurement

Optimize Self Support using Get Satisfaction

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! Self service is the practice of serving oneself, usually when purchasing items.

! In 1917, the US Patent Office awarded Clarence Saunders a patent for a "self-serving store." Saunders invited his customers to collect the goods they wanted to buy from the store and present them to a cashier, rather than having the store employee consult a list presented by the customer, and collect the goods. Saunders licensed the business method to independent grocery stores; these operated under the name "Piggly Wiggly.”

! Self-service is used on the phone, web and email to facilitate customer service interactions using automation.

Source: Wikipedia

Self Service

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Right click image and choose “change picture” from menu to replace with your own and write optional caption in this space.

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! Simple

! Forking

! Set Expectations

Optimize Self Support using Get Satisfaction

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! Real time mgmt

! Near zero design friction

! Deflection with value

Point of Need Help

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Your Knowledge Base and Community Content Without Good SEO

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! SPS Commerce ROI

! Federated Search – Valley Bikes

! SEO – Organic Search v. InApp

! Point of Need Help

! Community Health Analytics

! Align Your Weekly Reporting with the Business KPIs

! Scrub and Update Old Topics!

! Expectation, Expectation, Expectation

Must See and Take Home

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Questions

Answers.

Keep  the  conversa.on  going…  h2p://gsfn.us/t/3zand  smann@getsa.sfac.on.com