Blending the Best of Customer Communities with Agent Assisted Service

Blending the Best of Customer Communities with Agent Assisted Service Delivering Exceptional Customer Service

Peter Tait,

VP Marketing

Webtrends

Jascha Kaykas-Wolff

Chief Marketing Officer

Mindjet

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Get Satisfaction is the customer engagement platform designed to

build authentic relationships between customers and companies.

65,000 Customer Communities

35 million consumers/month

Connect with each other and

the companies they care about

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About Get Satisfaction

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Drive Real Business Results

75% Reduction in Support Tickets

1,200 Product Ideasfrom the Community

Customer Feedback

50% Decreasein Support Costs

1,000 Product Champions per Month

9 Brand CommunitiesDrive Brand Awareness

Peter TaitPeter Tait

VP Marketing, Webtrends

@webtrends

VP Marketing, Webtrends

@webtrends

About Us

3,500 Customers in 60 countries

30 new products released since 2009

100+ issued and pending patents

Webtrends powers digital marketing success

Our industry-leading analytics across mobile, social and web

enable marketers to optimize campaigns, maximize customer

lifetime value and deliver highly relevant digital brand

experiences in real-time.

The Challenge

• Scale great customer service as the company grows and the product

portfolio increases in complexity

The Goals

• Provide customers with a rich self-service experience

• Leverage customer expertise

• Deflect appropriate support load

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Before Get Satisfaction and Service Cloud

• Get Satisfaction Customer Community

plus documentation, Knowledge base,

training resources

• Salesforce for SFA, Service Cloud for

Case Management, Reps engage within

Service Cloud

• Customer Community accessed through

Facebook and website

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After Get Satisfaction and Service Cloud

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• Custom Topics object in Salesforce

• Topics in community create topics

in Service Cloud

• Problems trigger case creation

• Allow time for community resolution

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• Topics are reviewed and assigned to

rep queues

• Link topic to existing contact or create

new contact

• Reps engage with Community directly

from Service Cloud case workflow

• Create a new case in Service Cloud

to answer privately

• Private answers drive public content

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22

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Success Metrics

• 70-80% of customer problems are resolved with the tools

we provide them, including documentation, training, and

the community

• MeToo deflection ratio typically around 2

Business Benefits

• Support agents can focus on complex customer issues

• Crowdsourcing leverages deep customer expertise and identifies

customer champions

• Interactions provide reusable content

• Private answers are cleaned and added to Knowledge Base, and used as

public answers to original problem topics

• Feed into @webtrendsQandA

Jascha Kaykas-WolffJascha Kaykas-Wolff

CMO, Mindjet

@kaykas

CMO, Mindjet

@kaykas

About Mindjet

• Mindjet is collaborative work management software used to generate

ideas, organize information, share and store data, and manage

workflow

• Our software is used by millions of individuals, thousands of small

businesses, and 83% of the Fortune500

• As such, Mindjet is an inherently social company … and our marketing

and support processes must be equally social

… enter Get Satisfaction

Business Desires

Culture

•Drive active participation from in the company to outside of it

•Drive active participation within the community

Support

•Lower costs

Marketing

•Operationalize the community

• Prominent positioning of Get

Satisfaction Community … we

are there to help!

• Multi-channel access through

Mindjet website & Facebook

• Salesforce for SFA, Service

Cloud for Case Management• Topics become cases upon review

• Praise & feedback used for word-

of-mouth marketing

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Get Satisfaction Is Critical to Customer Success

Mindjet Social Layer for Marketing

• Most Mindjet business comes

through word-of-mouth

• We see Get Satisfaction as an

engine for generating word-of-

mouth “social proof” marketing

• We present content from our

community right alongside social

networks

Business BenefitsCulture – Everyone Participates in Customer Interaction•Enhanced customer relations in our Get Satisfaction Community

•Better insight for product management and product development

Support – Lowered Costs

•20% decrease in support calls

•Significant decrease in repetitive case rates

Marketing – Increased Brand Awareness & Leads

•Easily identify advocates

•Embed customer conversations as rich marketing content in website • SEO, increased website traffic (3%)

Peter TaitPeter Tait

VP MarketingWebtrends

@webtrends

Jascha Kaykas-Wolf Jascha Kaykas-Wolf

Chief Marketing Officer

Mindjet@kaykas

Azita MartinAzita Martin Corinne RobertsCorinne Roberts

VP MarketingGet Satisfaction

@azitamartin

Product Marketing Managersalesforce.com

@crosfdc