Social Customer Service

457 views

Published on

Some of the key challenges in making social customer service work

Published in: Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
457
On SlideShare
0
From Embeds
0
Number of Embeds
17
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Social Customer Service

  1. 1. Improving Customer Service On Social MediaImproving Customer Service On Social Media © Brainfood Consulting 2012
  2. 2. Improving Customer Service On Social Media © Brainfood Consulting 2012
  3. 3. Service Follows Sales Improving Customer Service On Social Media © Brainfood Consulting 2012
  4. 4. UK Use Of Social Channels Source: Fishburn Hedges & Echo “The Social Media Customer” May 2012 Poll of 2,000 UK consumers Improving Customer Service On Social Media © Brainfood Consulting 2012
  5. 5. UK Use Of Social CustomerService In The Past Year, Have You Utilised Social Media To Get A Customer Service Response?Source: Amex’s Global Customer Service Barometer 2012 Improving Customer Service On Social Media © Brainfood Consulting 2012
  6. 6. One UK Example Improving Customer Service On Social Media © Brainfood Consulting 2012
  7. 7. Distinctive Behaviour Consumers Who Consumers Who Service Topic Haven’t Used Have Used Social Customer Service Social Customer Service 11% more 21% more Additional amount consumers are willing to spend for excellent serviceHave not completed an intended purchase because of a poor customer service experience 49% 83% in past 12 months Number of people consumers will tell about good 9 people 42 people customer service experiences 53 people Number of people consumers will tell about bad 17 people customer service experiencesSource: Amex’s Global Customer Service Barometer 2012 Improving Customer Service On Social Media © Brainfood Consulting 2012
  8. 8. Improving Customer Service On Social Media © Brainfood Consulting 2012
  9. 9. New Ownership “Social media has changedcustomer service from being a support function to being an extension of marketing” Webinar poll of 130 call centre managers Agree or Disagree? Improving Customer Service On Social Media © Brainfood Consulting 2012
  10. 10. Deployment Options Four organisational designs are being adopted by leading companies based on culture, operations and desired outcomes Improving Customer Service On Social Media © Brainfood Consulting 2012
  11. 11. Improving Customer Service On Social Media © Brainfood Consulting 2012
  12. 12. The Key DifferenceThe key difference of Social Media is that, unlike other channels, customers talk about you on sites across the internet instead of talking with you directly This means that we need to engage ourselves proactively inconversations as opposed to our normal channels which are reactive. Improving Customer Service On Social Media © Brainfood Consulting 2012
  13. 13. Listening “We opened the doors to our Social Media Listening Command Centre, which allows us to monitor over 22,000 daily posts related to Dell as well as mentions on Twitter” Improving Customer Service On Social Media © Brainfood Consulting 2012
  14. 14. Social Customer ServiceEcosystem Forums Forums Ratings & Blogs Reviews WEB and more Source: SITE Ideation Q&A Knowledge and more Base Blogs Improving Customer Service On Social Media © Brainfood Consulting 2012
  15. 15. A New Workflow Improving Customer Service On Social Media © Brainfood Consulting 2012
  16. 16. Interaction Governance Improving Customer Service On Social Media © Brainfood Consulting 2012
  17. 17. Improving Customer Service On Social Media © Brainfood Consulting 2012
  18. 18. Social + Complaints Improving Customer Service On Social Media © Brainfood Consulting 2012
  19. 19. Playin’Chicken Improving Customer Service On Social Media © Brainfood Consulting 2012
  20. 20. Some WithInfluence Are EasyTo Spot Improving Customer Service On Social Media © Brainfood Consulting 2012
  21. 21. Others Appear AnonymousUntil It’s Too Late Improving Customer Service On Social Media © Brainfood Consulting 2012
  22. 22. Improving Customer Service On Social Media © Brainfood Consulting 2012
  23. 23. Engagement Works! Improving Customer Service On Social Media © Brainfood Consulting 2012
  24. 24. Be TransparentStay in channelUse DM rather than emailReturn to public view Improving Customer Service On Social Media © Brainfood Consulting 2012
  25. 25. Policy &Guidelines Improving Customer Service On Social Media © Brainfood Consulting 2012
  26. 26. Internal Education Improving Customer Service On Social Media © Brainfood Consulting 2012
  27. 27. Improving Customer Service On Social Media © Brainfood Consulting 2012
  28. 28. SmartphoneGrowth 50%+ own Smartphones in UK & US Improving Customer Service On Social Media © Brainfood Consulting 2012
  29. 29. Faster Access,Broader Coverage Source: Successful LTE Strategies April 2012 Improving Customer Service On Social Media © Brainfood Consulting 2012
  30. 30. Mobile Feeds Social Mobile Drives Daily Facebook Usage Improving Customer Service On Social Media © Brainfood Consulting 2012
  31. 31. Service Becomes Part OfMobile Engagement Service is integrated into a ‘lifestyle’ mobile app Improving Customer Service On Social Media © Brainfood Consulting 2012
  32. 32. Improving Customer Service On Social Media © Brainfood Consulting 2012
  33. 33. Social As Part Of A FullMulti-Channel Strategy Improving Customer Service On Social Media © Brainfood Consulting 2012
  34. 34. Cross ChannelCustomer Journeys Improving Customer Service On Social Media © Brainfood Consulting 2012
  35. 35. Thank YouImproving Customer Service On Social Media © Brainfood Consulting 2012

×