[ИНТЕРВЬЮ] Бизнес и клиентское сообщество — обоюдовыгодная синергия

[ИНТЕРВЬЮ] Бизнес и клиентское сообщество — обоюдовыгодная синергия

Мы продолжаем разговор про клиентские сообщества. Александра Федоренко побеседовала с Борисом Шлейновым, специалистом отдела интернет-коммуникаций Уральского банка реконструкции и развития о том, как создать сообщество, как им управлять, каковы ожидания клиентского сообщества от компании, что такое идентификация сообщества и о многом другом.

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Борис Шлейнов

Борис Шлейнов, smm-специалист Уральского банка реконструкции и развития. Присоединился к команде интернет-коммуникаций банка в 2016 году. До этого курировал комьюнити крупнейшей франчайзинговой сети турагенств «РоссТур», работал выпускающим редактором журнала о туризме Homo Rossturus

Борис, почему у банка возникла необходимость создания клиентского сообщества? Каковы были предпосылки? Какие цели решает клиентское сообщество?

Банк принял решение присутствовать в соцсетях еще в 2011 году. Этот год для SMM запомнился резким ростом количества пользователей соцсетей в России — сразу на 10%, до почти половины всех интернет-пользователей страны. То есть была достигнута психологически важная отметка, когда крупные компании попросту уже не могли игнорировать этот канал продвижения: или ты начинаешь осваивать SMM, или в ближайшем будущем начнешь проигрывать конкурентам. Клиентское сообщество в соцсетях Первоначально сообщество задумывалось как альтернативный колл-центру канал поддержки клиентов; позднее концепция и цели были значительно пересмотрены. Сейчас сообщество УБРиР совершенно не похоже на то, каким оно было 6 лет назад.

Потребность в специалистах, работающих в соцсетях, возрастает каждый год, при этом действительно профессионалов на рынке всё ещё мало.

Многие компании задумываются о создании комьюнити бренда. С высоты своего опыта  можете посоветовать, как это сделать? Какие инструменты вы использовали для создания комьюнити?

В первую очередь, надо определиться с целями. Очень часто от соцсетей хотят всего и сразу: и консультирования клиентов, и повышения лояльности, и продаж и ещё много чего. Для неспециалиста всё здесь кажется простым, доступным и легко осуществимым; отсюда повторяющиеся тысячи раз у тысяч компаний в тысячах комьюнити одни и те же ошибки. В итоге, сообщества не консультируют, никакой пользы не приносят бренду и уж точно не продают; разве что кормят студентов-фрилансеров. Клиентское сообщество в соцсетях За каждой из возможных целей может и должна стоять огромная работа, которая завершается выработкой стратегии и согласованием бюджета. Например, то же самое консультирование требует идеально выстроенной коммуникации внутри компании (не важно большой или маленькой), чтобы вопрос/жалоба/предложение от клиента могли, в случае необходимости, в течение считанных минут достичь нужного человека, даже если он генеральный директор (у коммерческой компании) или сам Папа Римский (у некоммерческой). При этом собственно команда клиентской поддержки в соцсетях должна обладать максимумом компетенций: и это не только набор скриптов, но и способность к нестандартным решениям. И это всего лишь несколько требований к одной из целей. Потребность в специалистах, работающих в соцсетях, возрастает каждый год, при этом действительно профессионалов на рынке всё ещё мало. В итоге, компания должна быть готова к серьёзным тратам для качественной работы в этом канале, или не браться за это дело вовсе.

Чем объединены участники вашего клиентского сообщества? Что они хотят от компании? Каковы клиентские ожидания?

Люди, состоящие в сообществах УБРиР объединены, пожалуй, главным свойством — они ежедневно вступают во взаимоотношения с брендом: ежедневно, 7 дней в неделю, 12 месяцев в году… Если вдуматься в частоту и регулярность таких контактов, то профессионалу открываются большие возможности влияния на свою аудиторию, это совершенно иная, в сравнении с другими каналами, перспектива работы, как с существующими, так и с потенциальными клиентами банка. При этом, как показывают исследования, существенная часть аудитории — чуть более 20% (это часто недооценивается сммщиками) не испытывает желания «приобрести» черты индивидуальности бренда, но готова установить с ним взаимоотношения, так как эти черты ценятся в отношении именно кредитной организации. Другая часть аудитории (около 30%), наоборот, отчетливо ассоциирует себя с брендом, его характером: в данном случае индивидуальность бренда в каком-то смысле совпадает с типом личности многих подписчиков.

Клиентское сообщество в соцсетях Наконец, есть доминирующая коммуникация, которая строится  преимущественно на функциональной выгоде. Большая компания, большой банк должны проявить поистине конфуцианскую мудрость, чтобы в одном канале ежедневно работать со всеми этими ключевыми частями одной общей аудитории. В этом смысле небольшие компании обладают большей свободой — они могут сосредоточиться на каком-то небольшом целевом сегменте.

Если ваш клиент придерживается традиционных ценностей, не провоцируйте его; если ваш клиент бунтарь — подыгрывайте ему.

Борис, скажите, сообщество УБРиРа живет только в онлайне или в оффлайне оно тоже существует? Если только онлайн — чем, на ваш взгляд, отличается онлайновое сообщество бренда от оффлайнового?

Общая очевидная тенденция последних лет — онлайн и оффлайн сообщества бренда становятся всё больше похожими друг на друга, за счёт, в первую очередь, роста онлайна. А это значит, что перед сммщиками ставится новая, довольно сложная задача, интегрировать часть оффлайн коммуникаций в онлайн и наоборот. И это в перспективе должно стать не единичным явлением, компания должна создавать цепочку разнокачественных коммуникаций, легко переходящих одна в другую. В данный момент банк разрабатывает стратегию такого качественного скачка, и уже в ближайшее время мы приступим к её реализации — конъюнктура не дает нам времени на долгие раздумья. Но уже сейчас у нас есть первые опыты подобных взаимодействий с целевыми сегментами. Например, в качестве пилота были выбраны клиенты из малого бизнеса. На первом этапе было выделено активное ядро — адвокаты бренда с успешной историей взаимодействия с банком, которые затем вовлекаются в тщательно продуманные сценарии онлайн и оффлайн коммуникаций, становятся ценными носителями бренда и расширяют поле своего влияния. Итог — обоюдовыгодная синергия. Этот принцип становится ведущим при разработке стратегии. Недостаточно просто полагаться на адвокатов бренда, недостаточно даже просто увеличивать их число; нужно давать им инструменты увеличения своего влияния, и значительная часть этих инструментов, конечно, находится на стыке онлайн и оффлайн коммуникаций.

Ваше клиентское сообщество имеет идентификацию — то, что его отличает от других сообществ?

Идентификация сообщества — комплексное понятие, которое должно в целом выражать нашу миссию: расширять возможности человека, предвосхищать потребности и давать больше, дарить время для жизни, роста и позитивных эмоций.

Задача 1. Внешние проявления сообщества соответствуют бренду. Здесь особо ничего придумывать не надо: в большом банке работает команда дизайнеров очень точно способная выполнить эту задачу.

Клиентское сообщество в соцсетях Задача 2. Индивидуальность. Все виды коммуникации в соцсетях должны не только подчиняться чисто количественным показателям, которые хорошо смотрятся в отчетах, но они должны следовать некоему стандарту, объединяющему сообщество и отстраивающему их от конкурентов. Этот стандарт обязателен. В нашем случае индивидуальность среди банковских сообществ достигается креативностью, позитивными эмоциями (как в непосредственном общении с клиентами, так и через контент), способностью быстро реагировать на информацию и доносить ее доступным языком. При этом в коммуникацию обязательно вплетены такие свойства, как экспертность и ориентация на функциональную выгоду клиента. Таким образом, и контент, и каждый частный ответ банка клиенту проходит экспертный фильтр smm-команды, в том числе и для решения задачи индивидуализации сообщества банка.

Задача 3. Культура. Культура коммуникации определяется свойствами бренда. Для банковского сообщества она чрезвычайно важна: мы можем говорить с клиентом на одном языке, но ни в коем случае не можем нигде переступить незримую грань, за которой клиент может потерять доверие или уважение. Для разного бизнеса разные рамки дозволенного, а культура это как раз и есть рамки. Это, между прочим, к сожалению, довольно редкая компетенция для специалистов, работающих в интернет-коммуникациях. Профнепригодными здесь являются как формалисты, например, дающие клиентам сухие формальные ответы, так и те, кто не чувствует, когда неформальные ответы способны стимулировать негатив.

Задача 4. Отражение. Контент и общение в сообществах должны зеркалить клиенту тот его образ, который он хотел бы видеть. Любая гифка или даже любое местоимение в ответе должны работать на эту задачу. Если ваш клиент придерживается традиционных ценностей, не провоцируйте его; если ваш клиент бунтарь — подыгрывайте ему. Но нельзя это делать нарочито. В наших сообществах примерно 70–80% реакций приходится как раз на тех людей, которые попадают в выбранный нами образ клиента. Это значит, что коммуникация достигает цели.

Задача 5. Самообраз. За попыткой отразить клиента важно не забыть то, как он себя чувствует и что думает, как идентифицирует при контакте с сообществом. Комментарий или репост — это публичное действие клиента, и мы должны подтолкнуть его к нему, а значит предугадать его самовосприятие в момент такого контакта. Решение этих основных задач дает smm-специалисту результат — правильную и эффективную идентификацию сообщества.

Сейчас многие предпочитают не звонить в колл-центр, а написать в группу банка, соответственно скорость ответа и его качество не только не должны уступать, но и, безусловно, превосходить традиционные каналы коммуникации.

Какие инструменты вы используете для развития сообщества, привлечения новых участников?

Мы используем все доступные инструменты для привлечения новых участников. Это и возможности самих соцсетей, и возможности банка. Здесь тоже важна синергия и последовательность действий. В приоритете — имеющиеся клиенты. Мы находим их в соцсетях, если их еще нет в наших комьюнити, приглашаем к себе. Возможно, что в будущем сценарий продаж будет завершаться приглашением в сообщество. С другой стороны, идёт работа с потенциальными клиентами. Тут у нас есть несколько профессиональных секретов, которые мы не хотели бы разглашать. Однако, можем сказать, что нами были опробованы различные тактики, и лучше всех себя показало регулярное воздействие на малые аудитории с максимально определенными свойствами.

Для запуска сообщества в целом можно выбрать несколько ключевых бизнес-целей: поддержка и сервис, инсайды и инновации, лояльность, осведомленность, коммерция. Какова ваша бизнес-цель?

Наступает время, когда всё многокомпонентное понятие любого успешного банковского бренда полностью переедет на экран смартфона. И на соцсети упадёт всё многообразие, и связанная с этим сложность, коммуникаций с клиентами. В связи с этим мы будем двигаться в направлении двух целей: чисто коммуникативных — от решения клиентских проблем до выращивания адвокатов бренда, от расширения инструментария онлайн-коммуникаций до интеграции с оффлайн-сообществом;  и коммерческих — подготовка к совершению покупки и продажа.

Вы измеряете окупаемость инвестиций в клиентские сообщества? Какие способы оценки ROI вы выбираете?

На данный момент перед интернет-коммуникациями банка не стоит задача окупаемости. Мы формируем тот базис, который спустя время обязательно будет использоваться банком, как одна из самых эффективных площадок продаж. Но всё же первоочередная задача на данный момент — это качественная и быстрая клиентская поддержка. Теперь многие предпочитают не звонить в колл-центр, а написать в группу банка, соответственно скорость ответа и его качество не только не должны уступать, но и, безусловно, превосходить традиционные каналы коммуникации. Более того, мы должны стимулировать рост обращений клиентов в соцсетях, это, в свою очередь, стимулирует рост качества решений от банка, ведь многие из этих обращений публичны (в обсуждениях сообществ или в комментариях под постами).

Борис, можете рассказать, какие результаты получает  компания от создания клиентского сообщества?

На данный момент УБРиР — один из тех банков, которые наиболее заметны в соцсетях. Мы обладаем значительной аудиторией ВКонтакте (входим в десятку крупнейших банковских комьюнити), которая ежедневно генерирует множество вопросов, обращений. В 2016 году мы совместно с ВКонтакте провели чистку сообщества от фейковых аккаунтов, принципиально изменили контентную политику и начали работу над совершенствованием системы клиентской поддержки. В результате довольно существенно увеличили виральность контента, географию охвата, и сейчас сосредоточены на повышении показателей RR. Клиентское сообщество в соцсетях Идёт поэтапная работа, все кирпичики стратегии аккуратно складываются друг к другу — в итоге мы намерены получить одно из самых интересных и удобных для клиентов банковских комьюнити.

Беседовала Александра Федоренко

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Алиса Кононенко

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