The document discusses the future of customer service and how digital transformation is affecting the industry. It notes that young consumers increasingly expect digital customer care like social media, chat, and self-service options rather than traditional phone calls. The Brand Embassy platform aims to meet these new expectations by providing a unified social customer service environment across multiple digital channels. This allows companies to provide an integrated, engaging customer experience while serving more customers with fewer agents.

1. The Future of Customer Service
and how it affects the Digital Transformation
February 19, 2015, Germany Prepared by Vit Horky#wcsmac @vithorky @brand_embassy

2. Brand Embassy is a social customer service platform
Leader in Global Telco and Europe.
100+ enterprise clients, 100m happy consumers
USA
Colombia
Spain
Portugal
Germany
UK
Netherlands
Czech Republic
Slovakia
Turkey Pakistan
Dubai
“All About Social Customer Service” www.futurecare.today

3. You May Enter
Source: klm.com

4. You Can Touch
Source: Brand Embassy at Teleperformance

5. Social is doubling
Source: socialbakers.com

6. Young consumers want digital care
Source: Brand Embassy

7. ...but they don't receive it.
App and games
Relevant advertising
Relevant content
Timely customer care
Source: Brand Embassy

8. Imagine your customers were flowers

9. How would you make flowers happy?

10. You need Bees

11. A lot of Bees

12. Rather Efficient Bees

13. Efficient Bees > Smart Hive

14. Make Your Bees Efficient

15. Collect Pollen
Actionable Customer Insights

16. Produce Sweet Honey

17. Customer Service Becomes
Public And Personal
Source: Twitter.com

18. Customer Service Becomes
Public And Personal
Source: Twitter.com

19. Customer Service Agents Become
Customer Advocates
Source: YouTube

20. Customer Service Agents Become
Customer Advocates
Source: Twitter.com

21. Start with a free trial of Brand Embassy
www.brandembassy.com
Vit Horky
Co-founder & CEO
horky@brandembassy.com
www.brandembassy.com
Add me on Linkedin to stay updated
about Social Customer Care.

22. Success of Our Clients
asap :)
This is how fast we
react
love
What we do,
customers love us,
management loves
social.
100%
Response rate
+60%
Improved Solution
Time
70%
Reduction of
Response Time
9 out of 10
Customers
Satisfied
“It's flexible
and customizable.”
“User-friendly
reporting.”
“Goals achieved!”
Some of Our Happy Clients

23. People seek help and advice
within their friend groups, family
or online communities, and now
use customer service only as a
last resort. 40 minutes on the
phone? No thanks! Young
consumers don’t make phone
calls. They don’t even use email
much anymore. They use
Facebook, Twitter, chat and other
means of digital customer care.
Companies need to adapt to
the new customer
expectations.
By connecting all digital
customer service channels -
social media, email, chat,
discussion forums and self-
care - into one unified
environment, which we call the
Social Customer EcoSystem,
you can provide the integrated,
highly engaging customer care
experience of the future.
With Brand Embassy you
serve more customers,
better, and for less.
Brand Embassy brings the old-fashioned
customer service helpdesk to today’s social and
mobile customers.
Brand Embassy helps brands to be loved by their
customers by providing a smart and beautiful
social customer service platform.
Problem We Solve Solution We Bring What We Are Unique At

24. About the Product
We've built the smartest and the most beautiful
customer care platform on the market.
Key facts:
● A browser-based software (SaaS)
● Monitoring and engagement via Facebook, Twitter, Linkedin, Google+,
Linkedin, YouTube, Instagram, discussion forums, blogs, e-mails.
● Possible API integrations with CRM and workforce optimization
systems.
Key Benefits
A Smarter Hive:
Unify all digital service channels into one
gorgeous platform.
Efficient Bees:
Serve more people without adding more agents.
Make sweet honey:
Customer service made public and personal.
The Honey Lab:
Actionable customer insights
Planning for the future:
Predictive intelligence
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