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Gartner: Customer service perspective on social media

Despite the hype, the integration of social media client services companies still marginal. And also by the fact that Gartner which considers however that the situation will rapidly evolve in the next two years.

According to industry analyst firm, only 5% of organizations have now taken advantage of social networks and other collaborative tools to improve their customer service process. While the dedicated offers (infrastructure and software) are starting to grow and that awareness of the potential these new channels arrive at the highest levels of companies, are still most often the marketing departments that deal with social media, with a strategy of brand visibility.

Even so, users are taking advantage of every opportunity offered to them to make contact with their "suppliers": it is not uncommon to see requests for service or support to put "community managers "who manage accounts on Twitter or Facebook (or other) marketing, which often respond more quickly than conventional contact centers. This situation, except for now, risk push itself to the introduction of social media in the toolbox of customer service teams.

Although Gartner believes that 30% of companies have taken the plunge in the next 2 years, this adoption process is not easy . First, existing solutions are still young and have not been proven, are "automatically" set aside by the majority of organizations that are not at the forefront of innovation. In addition to these, current efforts often focus on process optimization and cost reduction, both of which do not facilitate the establishment of new solutions. Other major obstacle, the rapid transformation of the technological landscape (think SecondLife there are 2 or 3 years ...) casting doubts on the choice.

The first steps made by a few companies (also in France) are just sketches of what may become the "customer service 2.0. After the opening of new channels of support, typically operated by specific teams and independently of other channels, the next step is to fully integrate social media tools and customer service processes in order to improve the efficiency. Then comes the ultimate target when the first level of support will be provided by the community of users ("P2P"). Gartner predicts that 40% of the 1,000 largest companies reach this goal within 5 years. Optimistic?

Dark Brown Hair With Purple Highlights

A week already

And yes, the passage of the canal is already history! We must now learn to know the city of Panama City. Not very easy indeed to spot it and move on foot, many bridges connecting, so we have to take taxis ... that we unfortunately take for "Americanos! We will have a large refueling to be done, we must think of the nav a week to go to the Galapagos and that about 3 weeks (hopefully) between Galapagos and the Marquesas, hope that we will not sink Keops !

contrast between the old city and modernism

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Fidora Bank, a "true" community bank

It has existed since late 2009, but if you do not know, it is always worth a visit: Fidora Bank, based in Munich, has completely overturned the traditional model of a bank, making the funds a true community experience. The concept of " 2.0 bank" takes on another dimension, away from ad hoc initiatives of institutions often usurp the traditional way ...

Matthias Kröner, CEO, is also not kind to the competition, he accuses [ YouTube link] easily be focused on selling products that they are useful or not customers. It is true that in Fidora, it is rather the customers who make the law, through the community that forms the heart of its strategy. Materialized by a space to look like social network, it allows everyone (customers or not) to share "tips" (including the competing banks) to ask questions and meet others to suggest new products or services ...

Any "active" to the community translates into premium (in euro hard cash) and participates in enhancing the customer profile, thereby establishing its credibility and reputation.

And for the bank, it is also a source of innovation since it is the users who offer new products and services and it is they who give their opinion on the suggestions, thus emerge The most popular applications, which deserve to be implemented.

The community does not, however, boils down to a espace de discussion. Les participants ont, par exemple, la liberté de négocier des prêts et emprunts entre eux (en "P2P") sans l'intervention de la banque (sinon pour les transferts de fonds entre leurs comptes). Fidor propose ses propres solutions de crédit (elle possède une "vraie" licence bancaire) mais laisse le choix aux clients de la meilleure solution pour chaque besoin. Dans tous les cas, la "solvabilité" de l'emprunteur sera évaluée non seulement sur son profil financier mais également sur son activité sociale.

Autre particularité de Fidor Bank, qui ne propose pas de carte de paiement : à chaque compte courant est associé un moyen Payment baptized FidorPay , which reproduces the model of PayPal payments by allowing P2P (peer to peer) or from a network of thousands of traders with a unique identifier for an email address, a mobile number or Twitter account.

After a year of existence, Fidora had 7000 customers and 70 million euros in deposits. The community brings with her 25 000 participants who have already asked over 3000 questions, each of which has averaged more than 5 answers, and who evaluated 1800 banking products and services. a success that can seem modest, but undermines the persistent belief (in Germany as in France) that money is not a subject of public discussion ...

Thank @ emmanuelps for drawing my attention to Fidora Bank! It would certainly be much to write but, unfortunately, my mastery of the language of Goethe is not quite at the level ...

Stelmensarchi Fair & Lovely

Hlookup () and Vlookup ()

At about the same period as the second form of research () , Excel users have got two new features, "cousins" search (): Hlookup () and Vlookup () .

The primary objective of these two functions was to solve the problem of users who do not understand that this is the last column or row of the matrix that provided the result.

The second objective was to no longer depend on finding the shape of the matrix: Vlookup always performs a search and vertical search Hlookup always horizontal.

The syntax of these functions are = VLOOKUP (value, matrix, no collar) and Hlookup = (value, matrix; No. lig) . The third argument says no (in the matrix) of the column or row that will provide the result.

The algorithm used by these functions is the same as the search function (), presented on February 21.

we see above is an example with a list of names, names and salaries. The objective is, after entering a name in E14 to get the family name and salary in E15 E16. We see in comment forms that were used for this purpose.

Note 1 - We note that the list of names complies alphabetical order: it is essential that the functions search () or rechechev () work well in this example.

Note 2 - The two functions refer to the same matrix D3: F11: This is not a problem because the third article, by specifying the column in question, correct shooting ...

Note 3 - It turns out that Two "Gilles" in this example. According to the algorithm described in the article of February 17, is always the last "Gilles" comes out with the formulas given above.

Note 4 - If for salary, for example, we used the formula = VLOOKUP (E15, E3: F11, 2), it would not work because the column E is in row alphabetically.

We discuss in the next section the possible fourth argument of these two functions, which arrived a few years later still ...