Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Email

5 Minutes of Brilliance – How LinkedIn Handles Surges

At our Customer Response Summit events, we love to offer use case examples of how providers are helping the brands they work with to provide better customer experiences. Our 5 Minutes of Brilliance sessions during the event are quick snippets of best practices used to solve a specific issue or challenge.

For those of you that were unable to join us last week in Charleston, we hope that you enjoy the recap of one of our 5 Minutes of Brilliance sessions below.

The following is a guest blog by Joey Greenwald, Director, Demand Gen & Operations at Directly. 

At the bi-annual Execs In The Know Customer Response Summit,  March 12-14, 2018, Andy Yasutake, Senior Director of Global Technology and Solutions & Operations at LinkedIn, spoke about using Directly’s unique customer care model to manage customer service surges. Here are the key takeaways:

How does LinkedIn leverage the gig economy?

“There is this marketplace of people out there . . . very engaged members who are already active on LinkedIn hosting and helping other members. What if we could tap into that in some way? We partnered with Directly. Directly offers an expert-based solution. We already had a significant amount of members engaging in our community forums, in our help centers . . . What if we picked a few members and offered them a monetary reward?”

How did Directly help with a significant surge in customer service requests?

“Surge protection was built in. In 2012 when we had an issue . . .  it took us 16 weeks to recover. We had to hire a bunch of people that didn’t know how to use our tools. [In 2016]  it was [re] exposed, but a lot of members started contacting us. We had a 1300% increase. [This time] we engaged experts . . . and leveraging the power of the Directly platform with our tools and our brand of LinkedIn, we were able to improve performance.”

What has Directly done for LinkedIn overall?

“We were getting incredible response times. An email that would take twenty four, seventeen hours . . . we were getting response times in six minutes, so the customer satisfaction went through the roof. They’re going, ‘This is like a real time channel, except it’s email.’ Directly’s solution helped us identify members . . . offer them a Directly/LinkedIn co-branded message . . . but it offers [the service request] up first to [Directly] experts before it goes to an internal [representative].”

It was an incredible solution that was just offering general support. The impact has been significant cost savings. . . . [and] we’re averaging 3 to 5 minutes on response times for emails that would have taken 24 hours. . . . Our internal employees . . . are actually working on higher value channels.”

If you want to watch Andy’s entire presentation (it’s not long, we promise), click here.

Join the CX conversation with Directly on Twitter @Directly, and if you want to find out how Directly can transform your customer service, visit their website or schedule a demo today.

2018 Predictions for the Service Leader: Part 2 – Channels

We surveyed a number of customer service/experience leaders, from many of today’s leading brands, in our community to get their predictions for 2018. Over the coming weeks we will be releasing their thoughts on specific CX topics including customer expectations, channels, operations, technology, use case studies/data, and security/risk.

Click here to catch up on Part 1 – Customer Expectations. 

The second installment of this series focuses on thoughts on channel choice and omnichannel digital transformation.

• The continued shift to “social channels” and the need to be adept at serving customers who reach out for help in social media.
• A key word is “predictive service”. Next era CX – what AI will enable?
• C-Suite will begin to see the potential for revenue generation on the service side of the house with new channels and old channel improvement.
• Companies must be more agile in testing and deploying new solutions and channels due to increasing competition from new market forces (e.g. Amazon).
• Businesses who do not embrace omni-channel digital transformation will lose customer loyalty, their share of wallet and overall market share, to those that do.
• The volume of calls will continue to grow even with the continued introduction of alternative channels of support.
• Amazon will disrupt the ACD market.
• IoT pervasiveness will increase call volume.
• Phone channel continues to be the dominant channel for “complex” client care issues.
• Many companies focusing on “demand management” initiatives to help clients self-serve, improve CSAT and reduce call volume.
• Mobile Messaging/SMS and MMS. More interesting and efficient use cases for text will emerge. Companies realizing that leveraging instant photos or videos sent can help reduce conversation time.
• Companies look for more true omnichannel platforms and adoption for these grow. Not just a single platform that can hook into all kinds of other technologies, but a single platform that can tie all of the conversations together, no matter what channel.
• Phone channel continues to be dominant for overall customer resolution.
• Companies will continue to add more channels and favor “cheaper” asynchronous (can respond at the same time) channels, like chat and text, in exchange for “more expensive ones”, like phone and email. Volumes of total communication will stay the same, but allow for brands to save money.
• Two way SMS continues to lag with some brands testing specific use cases.

Stay tuned next week for Part 3 – Operations.