1. Customer support in the 2.0 era Touching base on Social CRM for customer support, feedback and ideation via online communities Aditya Rao http://adityarao.name @adityarao310 Director, Social business strategy @

2. WTF has social media taught us? ! People are talking about you

3. … are you listening ?

4. WTF are we doing with social media? ! Social media marketing

6. ? … are you forgetting something

7. Users come online to find information and connect with peers ! NOT for your marketing messages

8. A brief history of Business communications What has been happening till now?

10. One to one customer support

11. Repetitive costs

12. Issues with scalability

15. More reach and branding

17. And yet, Twitter is not the final answer

19. Repetition costs (solving same queries for multiple users)

22. 850+ million answers on Yahoo! Answers and Answers.com ? Why would this even work

23. Social tools will change, but not the approach

24. Solve user queries Let the user ask a query about your service

25. Remove dependencies on specific platform Make use of the open web for ease of user inputs

26. Harness the crowd’s intelligence Let the community reply to the query

27. Insert your company reps (sample)

28. Take feedback and innovate on ideas Social interactions to push popular ideas

29. Plug the community into organisation wide operations

31. Quickest and most scalable form

32. Personal relationships with customer in needsHooray! This is the customer support …

33. “Often, social media implementation in the enterprise is 80% process and labor, and only 20% technology” - Jeremiah Owyang ! It’s not over yet

34. Integrate customer community into current support channels

35. Thank you! contact@superchooha.com Aditya Rao http://adityarao.name @adityarao310 Director, Social business strategy @