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Beyond the Bandwagon: The real value of social media in customer service
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Beyond the Bandwagon: The real value of social media in customer service

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Your fast and easy gateway to unlocking the real value of social media in customer service. …

Your fast and easy gateway to unlocking the real value of social media in customer service.

Take a minute to flick through this easy-to-consume presentation - it will give you a great insight into how you should be thinking about your organisations’ customer service.

What next? A great next step would be to read this Muli-channel Customer Service eBook: https://www.salesforce.com/uk/socialsuccess/form/multi-channel-customer-service-ebook.jsp

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  • 1. Beyond the bandwagon. The real value of social media in customer service.
  • 2. Let’s face it, customer service isn’t the easiest job in the world. If it were, every Johnny-come-lately ‘expert’ would be all over it, dispensing advice and guidance. Hang on a minute – they are. And that’s where the trouble starts.
  • 3. Every way you turn, you trip over a guru. They’ll tell you everything you know is wrong: This is essential That’s dead Nobody does it like that anymore But the closer you focus, the more it looks like smoke and mirrors. And the further away you get from what’s important to the customer: Service.
  • 4. We believe that the fundamentals of customer service are exactly the same as they’ve always been. It’s just that now there are new ways and new places to use them. So, while it’s a good idea to be sceptical about all the hype surrounding social media, it’s also a good idea to take a closer look at the real value. Because social-informed customer service is actually a very powerful thing.
  • 5. While we’re getting back to basics, let’s sprinkle in a little reality. The balance of power hasn’t changed. The fact is, customers have always been in control.
  • 6. In the past, they complained directly to you.
  • 7. The big difference today is that they have tools – very powerful tools – to help them spread their views about your brand. And when you’ve got a hammer, everything looks like a nail. So when things go wrong, they don’t just tell a neighbour or a colleague. They complain to the world and his wife. In places like Facebook, Twitter, Pinterest, Instagram, YouTube and LinkedIn.
  • 8. Often, all disgruntled customers want is an ear. Some acknowledgement. Maybe an apology. They want to know that a human being is on their case. You know that. You’re nodding.
  • 9. Despite all the hype, that’s really all social media is about. It helps you to:
  • 10. Despite all the hype, that’s really all social media is about. It helps you to: Listen to find out early when a customer is unhappy.
  • 11. Despite all the hype, that’s really all social media is about. It helps you to: Listen to find out early when a customer is unhappy. Spot and diffuse problems early on, with the constant goal of first-time resolution – ‘one and done’.
  • 12. Despite all the hype, that’s really all social media is about. It helps you to: Listen to find out early when a customer is unhappy. Spot and diffuse problems early on, with the constant goal of first-time resolution – ‘one and done’. Turn around and help vocal detractors.
  • 13. But it’s not all about bad news. On the upside, your company’s finest moments stoke a warm glow with your customers and prospects. People like to give. And because they also like to receive, social media lets you do your bit. To thank brand advocates. Get proactive service messages out. And engage in friendly discussions in an open forum.
  • 14. Right now, customers could be talking about you on forums and on Facebook. Spreading the word of their faster upgrade, your improved service or your willingness to go the extra mile. But these conversations are happening all the time, on sites and platforms you’ve never heard of. (As well as the usual suspects.)
  • 15. How do you keep track?
  • 16. You can’t be everywhere at once, waving a magic wand, righting wrongs and creating happy endings. Or can you? Why not leverage social media, just as your customers have? Yes, there are new channels. New ways of working. New methodologies. The good ones are the opposite of the snake-oil miracle-cure. They’re robust, scalable long-term solutions from reputable vendors.
  • 17. But you don’t have to master them all. Concentrate instead on those that will help you make a better job of your job. So you’ll know more quickly and less expensively, what you’re doing wrong and what you’re doing right.
  • 18. What do you want to do? Listen at a social scale, tapping into conversations from a multitude of sources? Monitor customer sentiment, demographics and influence? Harness and act on real-time feedback? Be seen as a company that cares about its customers – and walks the talk?
  • 19. Why? To better connect with customers when they’re most engaged? To turn loyalty into advocacy? To align sales, service and marketing? To drive down the cost of customer support?
  • 20. How? What tools and platforms are available that can be harnessed quickly, easily and cost-effectively? Do they support social media along with all traditional contact channels? Which ones let you leverage your existing networks and resources, to collaborate with colleagues and suppliers? Do they integrate with the tools you’re already using?
  • 21. Get it right, and you’ll accomplish three things:
  • 22. You’ll delight customers.
  • 23. And you’ll remember why you got into customer service in the first place.
  • 24. So you don't have to believe all the social gurus or buy their ‘emperor’s new clothes’. It's still the same customer service you've always done, applied with common sense in new ways and places. And yes, it helps to have a platform that can handle social, along with all other channels.
  • 25. But, most importantly, you just need a mindset that takes everything you’ve always done in customer service and applies it everywhere your customers are talking.
  • 26. Brought to you by people who love social media because we love customers.
  • 27. Where to go if you like the sound of all this. salesforce.com/uk/socialsuccess/form/multi-channel-customer-service-ebook.jsp
  • 28. About Salesforce.com Founded in 1999, salesforce.com is the enterprise cloud computing leader. Using salesforce.com’s social and mobile cloud technologies, companies can connect with customers, partners and employees in entirely new ways. Based on salesforce.com’s real-time, multitenant architecture, the company’s platform and apps give customers the tools to create a social front office and revolutionise the way they sell, service, market, collaborate, work and innovate.