Event #4 - Michael Kamleitner

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  • 1. Social Customer Support#MNHamburg, 17. Juni 2013
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. “What types of information are most important to youwhen connecting with brands via social media channels?
  • 6. “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
  • 7. Customer Support on Social Media -What reacton-time do customers expect??
  • 8. Customer Support on Social Media -What reacton-time do customers expect?<4 Days
  • 9. Customer Support on Social Media -What reacton-time do customers expect?Same Day
  • 10. Customer Support on Social Media -What reacton-time do customers expect?2 Hours
  • 11. Customer Support on Social Media -What reacton-time do customers expect?30 Minutes!
  • 12. 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!
  • 13. How fast do you expect a response when youpost a question or complaint via Twitter?81% expect same-day, 53% < 2hours response!
  • 14. 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
  • 15. Common problem: Delayed response due to complicated internalrouting & finding of solution!
  • 16. Every customer service request is a great marketing opportunity!
  • 17. Be polite! If a customer thanks for your help,respond “you’re welcome!”
  • 18. Customers not always @-mention your Twitter handle!It’s therefor important to monitor associated keywords/brandnames!
  • 19. Customers not always @-mention your Twitter handle!It’s therefor important to monitor associated keywords/brandnames!
  • 20. Tools for Social Customer SupportSome Free & Premium (SaaS)-Solutions for a One-Man-Army...
  • 21. Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de
  • 22. Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de
  • 23. User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com
  • 24. User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com
  • 25. Google Alerts + Feedshttp://www.google.com/alerts
  • 26. Twitter Search + Feedshttp://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
  • 27. Dashboard f. Alerts, Search & Feedshttp://feedly.com
  • 28. Monitor your Facebook Pageshttp://hyperalerts.no
  • 29. Monitor your Facebook Pageshttp://hyperalerts.no
  • 30. Monitor your Facebook Pageshttp://shitstormalarm.io
  • 31. Monitor your Facebook Pageshttp://shitstormalarm.io
  • 32. Monitor the (Social) Webhttp://radian6.com
  • 33. Tools for Social Customer SupportFor Agencies & In-house Teams
  • 34. 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
  • 35. 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
  • 36. Social Customer Support Tools - Ticketinghttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
  • 37. Social Customer Support Tools - Contenthttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
  • 38. Social Customer Support Tools - Insightshttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
  • 39. Michael Kamleitner, Die SocialistenLet’s connect!michael.kamleitner@socialisten.athttp://facebook.com/diesocialistenhttp://twitter.com/diesocialistenhttp://www.swat.io - Free 30 Trial!