What is-social-media-customer-service-121205154925-phpapp02
Upcoming SlideShare
Loading in...5
×

Like this? Share it with your network

Share

What is-social-media-customer-service-121205154925-phpapp02

  • 740 views
Uploaded on

 

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
740
On Slideshare
740
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
12
Comments
0
Likes
2

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. What isSocial MediaCustomer Service?
  • 2. Social Media Customer ServiceSocial media customer service is the act of providingcustomer suppot in social media channels. Socialmedia makes up a few channels in a completemultichannel strategyChannels can include Twitter, Facebook, knowledgebases, forums and review sites
  • 3. Why should I evenprovide Social Care?Does it matter?
  • 4. Scorned consumers tellfacebook friends, twitterfollowers, and leave pooronline reviews 79% of consumers who shared complaints 21% of consumers whose complaints were about poor customer experience online address reacted positively; 22% were ignored. posted a positive comment about the organizationSlide via Right Now “2011 Customer Experience Impact Report”http://www.slideshare.net/RightNow/2011-customer-experience-impact-report
  • 5. Why ignore 79% ofcomplaints whenSection Divider Styleit is easy to start aconversation?
  • 6. Twitter ExampleSection Divider Style
  • 7. It’s simple.Customers wantSection Divider Stylehaveto know theybeen heard & youare there to help
  • 8. But unliketraditionalcustomer service,social media cancreate “servicemarketing”
  • 9. 1 mention about a positiveexperience reaches millions.Example: Southwest Airlines Facebook
  • 10. And there is aneven BIGGERdata opportunity
  • 11. Call center data does notalways report the truecustomer experience. Infact, the difference betweenthe call center and customerdata online can bedramatically different
  • 12. The social web,allows you to createcustomer segments& profiles based ontheir public data
  • 13. This is REAL DATA pulledfrom Facebook Graph APIJustin is 28 years old, went to college, is in arelationship, works in insurance, lives inMiami, has 700 friends, likes Miami Marlins,Jay-Z, Miller Light, Mitt Romney, travelled toEurope, speaks Spanish, has an iPhone.Has interacted, via facebook, 2 timesregarding a product issue
  • 14. If that last slidedidn’t open up youreyes, you need toretire or close shop
  • 15. 3But don’t worry,you don’t have todo this alone. Thereare apps to help
  • 16. Just a few to mention• SocialStrategy1• TwitSpark• Authority Software• GetSatisfaction• ZenDesk
  • 17. 1SocialStrategy1A social media workflow, listening &Section Divider Style youdata analysis platform can helpidentify where your customers are,what they think about your brand, whattheir interests are and how to define astrategy that increases revenuehttp://socialstrategy1.com
  • 18. 2TwitsparkA high volume social customerengagement and crisis managementSection Divider Styletool that enables your team toefficiently engage with not some, but allof your customers via Twitter.http://twitspark.com
  • 19. 3Authority SoftwareCRM technology suite to access Section Divider Stylecustomer data can drive logic-baseddecision making and increaseoperational efficiencies to deliver aconsistent world class customerexperience.http://authoritysoftware.com
  • 20. 4GetSatisfaction A customer engagement platform that helps companies build betterSection Divider Style relationships with their customers and prospects, through the use of customer communities for social support, social marketing & customer feedback http://getsatisfaction.com
  • 21. Need resources? Checkout our ongoing SocialMedia CustomerService research listhttp://bit.ly/SNEevc
  • 22. For More Information &Upcoming EventsFollow: @StratusCXMVisit: StratusContactSolutions.com