Event #4 - Michael Kamleitner
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Event #4 - Michael Kamleitner

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    Event #4 - Michael Kamleitner Event #4 - Michael Kamleitner Presentation Transcript

    • Social Customer Support#MNHamburg, 17. Juni 2013
    • die.socialisten.atsocial network developmentÜber: Die Socialisten“Die Socialisten” sind eine Wiener Social Software-Agentur,die sich seit 2007 auf die Konzeption und Umsetzungvon Applikationen und Marketing-Lösungen aufSocial Web Plattformen wie Facebook konzentriert.Seither wurden weit über 100 Brand-Pages und -Appserfolgreich umgesetzt. Zu den Kunden zählen Red Bull, AxelSpringer/Bild.de, Krone Multimedia, ATV und Hitradio Ö3."Die Socialisten" wurden als erste österreichische Agenturim offiziellen "Facebook Preferred Marketing Developer"-Programm in den Bereichen Apps & Pages gelistet.http://die.socialisten.at | http://facebook.com/diesocialisten
    • 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 Online2012 - A Global PerspectiveConsumer Research Study comissioned by Oracle, March 20123.111 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 youwhen connecting with brands via social media channels?
    • “Social media has been added to the list of consumer expectations foraccess to live support. Consumers expect more than marketing andpromotions at social media sites; they want direct access to productexperts and service representatives.”Consumer Reserch Study 2012, Oracle
    • Customer Support on Social Media -What reacton-time do customers expect??
    • Customer Support on Social Media -What reacton-time do customers expect?<4 Days
    • Customer Support on Social Media -What reacton-time do customers expect?Same Day
    • Customer Support on Social Media -What reacton-time do customers expect?2 Hours
    • Customer Support on Social Media -What reacton-time do customers expect?30 Minutes!
    • How fast do you expect a company to respond when you ask aquestion or post a message at their Facebook page?51% expect same-day, 29% <2 hours response!
    • How fast do you expect a response when youpost a question or complaint via Twitter?81% expect same-day, 53% < 2hours response!
    • The Great Social Customer Service Race:Top Brands Compete in a Social Response Test, January 201314 Global Brands, 280 Tweets, 26 DaysSource: http://csi.softwareadvice.com/the-great-social-customer-service-race-1212
    • Common problem: Delayed response due to complicated internalrouting & 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 SupportSome Free & Premium (SaaS)-Solutions for a One-Man-Army...
    • Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de
    • Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de
    • User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com
    • User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com
    • Google Alerts + Feedshttp://www.google.com/alerts
    • Twitter Search + Feedshttp://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
    • Dashboard f. Alerts, Search & Feedshttp://feedly.com
    • Monitor your Facebook Pageshttp://hyperalerts.no
    • Monitor your Facebook Pageshttp://hyperalerts.no
    • Monitor your Facebook Pageshttp://shitstormalarm.io
    • Monitor your Facebook Pageshttp://shitstormalarm.io
    • Monitor the (Social) Webhttp://radian6.com
    • Tools for Social Customer SupportFor Agencies & In-house Teams
    • Tools for Social Customer SupportChallenges for Agencies & In-house Teams:- Many people / departments involved -Customer Support, Community Manager, Marketing!- Agency/In-house-Complexity- Delayed Response, Routing by email- Missed requests, missed Opportunities
    • Tools for Social Customer SupportSocial Customer Support Workflow makes sure...- You never miss a comment/posting on your social channels- You track your brand/keywords tightly- Requests are routed to the best matching employee...- ...weither In-house or at the agency
    • Social Customer Support Tools - Ticketinghttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
    • Social Customer Support Tools - Contenthttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
    • Social Customer Support Tools - Insightshttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
    • Michael Kamleitner, Die SocialistenLet’s connect!michael.kamleitner@socialisten.athttp://facebook.com/diesocialistenhttp://twitter.com/diesocialistenhttp://www.swat.io - Free 30 Trial!