social customer service 2014 - how social media is transforming customer service
Post on 18-Oct-2014
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How Social Media is transforming Customer Service - Expectations & Chances Customer Support on Social Media - What reaction-time do customers expect? How fast do you expect a company to respond when you ask a question or post a message at their Facebook page? How fast do you expect a response when you post a question or complaint via Twitter?TRANSCRIPT
Social Customer Service 2014
How Social Media is transforming Customer Service -
Expectations & Chances
Online Customer Support - What do customers expect? - Support on Phone (toll-free)
- Support on Website - “Live Help” - Click-to-Call, Click-to-Chat
- Support on Social Media Channels
Consumer Views of “Live Help” Online 2012 - A Global Perspective Consumer Research Study comissioned by Oracle, March 2012
3.111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, China), 18 years or older.
Source: http://www.oracle.com/us/corporate/press/1627424
“What types of information are most important to you when connecting with brands via social media channels?
“Social media has been added to the list of consumer expectations for access to live support. Consumers expect more than marketing and promotions at social media sites; they want direct access to product experts and service representatives.”
Consumer Reserch Study 2012, Oracle
Customer Support on Social Media - What reaction-time do customers expect?
?
Customer Support on Social Media - What reaction-time do customers expect?
<4 Days?
Same Day?
Customer Support on Social Media - What reaction-time do customers expect?
2 Hours?
Customer Support on Social Media - What reaction-time do customers expect?
30 Minutes!
Customer Support on Social Media - What reaction-time do customers expect?
How fast do you expect a company to respond when you ask a question or post a message at their Facebook page?
51% expect same-day, 29% <2 hours response!
How fast do you expect a response when you post a question or complaint via Twitter? !81% expect same-day, 53% <2 hours response!
The Great Social Customer Service Race: Top Brands Compete in a Social Response Test, January 2013
14 Global Brands, 280 Tweets, 26 Days
Source: http://csi.softwareadvice.com/the-great-social-customer-service-race-1212
Common problem: Delayed response due to complicated internal routing & finding of solution!
Every customer service request is a great marketing opportunity!
Be polite! If a customer thanks for your help, respond “you’re welcome!”
Customers not always @-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!
Customers not always @-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!
Tools for Social Customer Support Some Free & Premium (SaaS)-Solutions for a One-Man-Army...
Live-Chat / Live-Support http://www.olark.com, https://www.zopim.com,http://www.userlike.de
Live-Chat / Live-Support http://www.olark.com, https://www.zopim.com,http://www.userlike.de
User Feedback https://getsatisfaction.com, https://www.uservoice.com
User Feedback https://getsatisfaction.com, https://www.uservoice.com
Twitter Search + Feeds http://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
Monitor your Facebook Pages http://hyperalerts.no - Warning: Notifications are significantly delayed!
Monitor your Facebook Pages http://hyperalerts.no - Warning: Notifications are significantly delayed!
Swat.io - Social Media for Teams! Our Social Media Management Solution for Agencies & Enterprises!
die.socialisten.at social network development
swat.io social-media workflows and ticketing
Ticketing & Customer Support The team gets notified of any community activity, like comments, replies, retweets, private messages etc. with email alert.
Members can assign tickets to others, discuss internally & react with a great & timely response - never “forget” to answer a post again!
Plus: Comment Templates, Fulltext Search, Tagging
die.socialisten.at social network development
swat.io social-media workflows and ticketing
Content Planning & Publishing The whole team – including agency and clients – plans and schedules future postings together on the calendar.
Clear responsibilities allow approval processes and internal discussions.
Supports: Facebook, Instagram ,Twitter, Google+, Wordpress!
die.socialisten.at social network development
swat.io social-media workflows and ticketing
Statistics & Insights The most important numbers for all your channels in one place - Growth, Reach, Engagement, Clicks (CTR)
Plus: Insights on Post-, Channel- & Community-level! (What posts performed best, what community members are most engaged etc.)
Michael Kamleitner SWAT.IO
Let’s connect! [email protected] http://facebook.com/michael.kamleitner http://twitter.com/_subnet