Customer Service Using Social Media

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Customer service has been the cornerstone of any organization that is successful, and of course one that values its customers. With the proliferation of social media the business, consumer landscape has changed drastically, and organizations need to adopt the new reality into their customer service framework.
This presentation will give you insights, recommendations on how to utilize social media for customer service

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  • In a report by Bain & Company, customers who are more engaged with a company's social media channels spend up to 40% more* than other customers.
  • Customer Service Using Social Media

    1. 1. www.stratadigital.com Customer Service using Social Media TMF&A, 2013 Arun Nair, Founder & CEO
    2. 2. www.stratadigital.com CHANGING PARADIGMS
    3. 3. www.stratadigital.com Any consumer can become an influencer by having a bad experience and having their tweet go viral
    4. 4. www.stratadigital.com UNITED BREAKS GUITARS
    5. 5. www.stratadigital.com Communities are formed everyday that interacts with each other on an ongoing basis, talking about your brand
    6. 6. www.stratadigital.com Customers are more likely to rant, than rave about their experiences.
    7. 7. www.stratadigital.com In one survey* customers would rather have companies use social media for good customer service than to promote their products. * Survey conducted by TNS and Aspect
    8. 8. www.stratadigital.com Over 50% of Facebook users expect a response within 24 hours and within 2 hours if its on Twitter* * Oracle Report, 2012
    9. 9. www.stratadigital.com Not all customers pick up the phone!
    10. 10. www.stratadigital.com THE 3E OF CUSTOMER SERVICE ENGAGE EAR TO THE GROUND ENERGIZE ENGAGE ENERGIZE ENGAGE EAR TO THE GROUND ENERGIZE ENGAGE EAR TO THE GROUND ENERGIZE
    11. 11. www.stratadigital.com EAR TO THE GROUND  What do you listen for?  Complaints, questions, concerns, ideas, suggestions. Gauge the sentiment.  Whom do you listen to?  Prospects, customers, fans, competition, influencers.  Where do you listen?  Blogs, Facebook, Twitter, Communities/forums, Youtube, Linkedin
    12. 12. www.stratadigital.com ENGAGE  Engage proactively.  Get your best customer service agent(s) for the job.  Trust and empower your agent(s).  Create more touch points with your customers.  Respond in the same medium.  Engage in communities or create a community crowd-sourced by your customers.
    13. 13. www.stratadigital.com ENERGIZE + EVANGELIZE  Transition loyal customers into evangelists.  Convert detractors into evangelists.  Identify influencers, experts and harness their power.
    14. 14. www.stratadigital.com BENEFITS & COSTS
    15. 15. www.stratadigital.com BENEFITS  Reduce call and email volume.  Increase in first contact resolution (FCR).  Decrease cost of knowledge creation.  Enjoy superior growth and competitive position.
    16. 16. www.stratadigital.com COSTS  Consulting  People  Training  Staff  Marketing of the community  Technology  Platform fee (SaaS model)  Community website design
    17. 17. www.stratadigital.com TOOLS OF THE TRADE
    18. 18. www.stratadigital.com TOOLS OF THE TRADE  Listening  Google Alerts, Tweetdeck, Hootsuite  Radian6, Sysomos Heartbeat, Unmetrics  Online Helpdesk  Kayako, Zendesk, Uservoice, Tender Support, Help Scout, Freshdesk  Community Platforms, Forums  Jive, Lithium, Communifire, vBulletin, phpBB, YABB
    19. 19. www.stratadigital.com TOOLS OF THE TRADE GOOGLE ALERTS
    20. 20. www.stratadigital.com TOOLS OF THE TRADE TWEETDECK
    21. 21. www.stratadigital.com TOOLS OF THE TRADE ZENDESK
    22. 22. www.stratadigital.com TOOLS OF THE TRADE JIVE
    23. 23. www.stratadigital.com ALSO…
    24. 24. www.stratadigital.com One size doesn’t fit all. Pick the medium that makes sense for your business and prioritize your investments.
    25. 25. www.stratadigital.com If a brand lacks confidence, then it will not want to listen to negative conversations. No social is better than bad social.
    26. 26. www.stratadigital.com Be human. Authentic voices, empower staff.
    27. 27. Arun Nair, Founder & CEO arun.nair@stratadigital.com stratadigital.com +91 91670.86664 THANK YOU!
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