social media customer care summit
TRANSCRIPT
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@joshuamarchJoshua MarchFounder & CEO
The Evolution of Social Customer Service: Where social fits in your broader customer
service offering
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Enterprise social customer service solution
Education and training for operational excellence
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150+ global customers
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Back in 2010...
Social customer service wasn’t even a term
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53% of US businesses claim to offer social media as a customer service channel (ContactBabel)
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Private Public
Desktop Mobile
Anonymous Social identity
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Private Public
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Deliver real customer service in public social channels
‣Resolve issues – don’t redirect
‣Requires social agents in the contact center
‣New training, processes and tools needed
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Desktop Mobile14% of customer service Tweets to retailers are in-store
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Desktop Mobile
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Tweets at point-of-purchase
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Anonymous Social (real) Identity
The trouble with a single view of the customer
‣Multiple email addresses
‣Multiple delivery addresses
‣Multiple phone numbers
‣Loyalty cards...
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Always logged on
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Always logged on
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People will expect instant personalized service – whatever the channel
?
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Ties customer service data back to the business
$
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Where is your organization?
Integrate social identity across your business
Deliver service over public social channels
Engage at point-of-sale to drive revenue
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How social fits into your customer service offering
‣ Recovering upset customers
‣ Engage proactively at point of sale
‣ Moving towards a single view of the customer
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Twitter Performance Tracker
tracker.conversocial.com
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Thank you
Learn how we can help:www.conversocial.com