Enrich your customer experience by socialising it using IBM Connections
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The document discusses the concept of a social customer portal, highlighting its role in enhancing customer experience by integrating personalized content and interactive components into websites. It outlines various building blocks of such portals, including user profiles, community features, and analytics, which facilitate support, community building, and marketing. The presentation emphasizes the competitive advantages gained through customer loyalty programs and the rapid development and ROI potential using standard software components.
Enrich your customer experience by socialising it using IBM Connections
- 1. Enrich your Customer Experience by socialising it using IBM Connec9ons Patrick Heinzelmann, Harbour Light Ltd. Heiko Voigt, Harbour Light Ltd.
- 3. Agenda
- 4. What is a Social Customer Portal ? (1) • Integral Part of a Website or Commerce Site • Extends the value of your website by adding personalized content • Integrates interacLon components between customers and your organizaLon • Seamlessly embedded into your web design and layout • Easy access for customers or potenLal buyers by simple login/ registraLon processes • Use cases: • Support • Post Sales Processes (Invoices, Q&A, Order Management) • Community Building • Pre-Sales !
- 6. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) Profiles Intranet Profiles: • Fed by all three main enLLes of the portal • Contains Personal Data for all users • Contains Sales history and things like delivery opLons from Commerce Sites • Contains Social Profile • Base element for Community Building ! • Should contain intranet users or at least all process relevant intranet users as well
- 7. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) Files Intranet Personal Files: • Invoices • Orders • Return/Delivery Handling • Updates • LeZers • Support Files Communi3es: • PresentaLons • Support Files • Handbooks / DocumentaLon • Colletral • 3D PrinLng Templates • Pictures • Videos
- 8. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) CommuniLes Intranet User CommuniLes Product CommuniLes • Brand Building • Community Buildung • Experience ! • Support • Discussion (Users, Support) • MarkeLng • Sales • Product Management • Brand Building • Community Building • Experience ! • Up/Cross-Selling • Sales • MarkeLng Joint Development CommuniLes • Product related • Customer Loyalty • TechSales • Engineering • Development • Sales • Guest Access
- 9. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) AcLvity Streams Intranet CommuniLes Personal • Personal InteracLon • Likes, MenLons on personal level • Personal & Community Content • Targeted to Audience • All relevant news in a community • May be moderated
- 10. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) AnalyLcs Intranet 360° view on: • What are my customers talking about ? • What do they ask for ? • What else do they need ? • Who are they talking to ? • What are trending topics in Support and Product CommuniLes ? • How is the Brand Loyalty for my products / company ? • Where is communicaLon lacking (in and out) ?
- 14. The things to take home... • A Social Customer Portal delivers a huge differenciator between you and your compeLtor regarding customer communicaLons and customer saLsfacLon. • A Social Customer Portal with Brand Loyalty Programs and Community Buidling gives you insight into your customers demands before they actually tell you verbally. • A Social Customer Portal can be built from standard so`ware components giving you a quick Lme to market and a quick ROI • And last but not least – yes, IBM ConnecLons can look preZy as well !