How to become a true friend for your customer? How to transform support and communication experience from huge forms, emails and phone queues to something more reliable, something where users will be transformed into your buddies and the way of communication will be the same easy and trustful? When you communicate with your buddy you never ask yourself “will he answer me? what is a right time to talk? is it a right question to ask?”, you just talk. The same should be with products and services. Join Maxim as he discusses key principles of reliable service-to-user communications and relevant technologies that will make the transformation possible.

1. A Friend in Need
Is a Friend Indeed
Social messengers as a key to gorgeous
customer support

2. How to Be a Friend Today? 2
• Honesty
• Reliability
• Support
• Forgiveness
• Respect
•
Distance
Time
Language
CONNECTIVITY

3. How to Stay Connected 3
1973
MOBILE PHONE
The first handheld
mobile cell phone by
Motorola
1990s
WORLD WIDE WEB
Tim Berners-Lee
invented WWW and
wrote first web browser
1970s
EMAIL
The first ARPANET email
was sent
1980s
INSTANT MESSAGING
Unix "talk" command
line program
1992
SMS
The first SMS message
was sent over the
Vodafone GSM network
VOIP
1991
First Voice Over IP
application
2006
PRIVATE VIDEO CALLS
Skype 2.0 with video
messaging
1996
Hewlett-Packard
released the OmniGo
700LX
SMARTPHONES
2010
WhatsApp initial
release
SOCIAL MESSAGERS
TELEPHONE
Alexander Bell
granted a US patent
for a telephone
1876

4. New Widely Spread Profiles 4
SHAREESE DIPTYCH
Expat
ROMAIN DIPTYCH
Traveler
ASAKO DIPTYCH
Employee at international
company
PETER DIPTYCH
Introvert

5. Pros and Cons 5
Old customer support tools Pros Cons
Phones
• Quick personal communication • Time zone
• Language
• Extra charges
• Roaming
• Out of money
• Can’t be user at noisy locations
• Voice menu
Emails
• Offline personal communication
• Can be used with translation
services
• May content attachments
• No confirmation on delivery/read
• Delay in real time communication
• Easy to loose conversation thread
• Easy to make a mistake at recipient
address
Web forms
• Offline personal communication
• Can be accessed from any device
with browser
• No confirmation on delivery/read
• Artificial structure

6. Romain lives in US and trying to book diving at Bali. 15 hours difference force to find a right time to make a call
Book a Diving Trip at a Different Time Zone Location
Loosing History of Online Chat
Shareese was chatting with customer support specialist. He provided location of nearest office but unfortunately after
closing browser chat history was lost
Complicated Feedback Forms
Max is a UX designer and wanted to provide feedback to his bank about online banking. Unfortunately
feedback form had so many mandatory fields that he gave up
Wrong Recipient
Peter wanted to cancel booking of apartment for his vacation. He sent cancelation email in advance but made a
mistake in address. He fount out the problem only when he got billed a fee.

7. Social Messagers 7
• Wide coverage (FB messenger has 1 billon users)
• Can be used for offline conversation
• Works with any internet connections
• Free form communications
• Attachments / photos
• Automation

8. Automation 8

9. Boosting 9

11. Summary 11
• Always stay connected and avoid artificial channels of
communication
• World is changing, stay up to date with communication
technologies
• Tell customers that you want to chat with them
• Automate what can be automated, but stay human

12. Thanks for
visiting
Question?
fb.me/redcraft