UK Study – 25% expect a response within 1 hour and 6% expect a response within 10 minutes.
90% of North American firms view customer experience as important or critical to 2010 plans. 80% of the firms would like to use customer experience as a form of differentiation.Source: Forrester’s The State Of Customer Experience, 2010
Social Engagement Trends in Service
SOCIAL ENGAGEMENTDuke Chung TRENDS IN SERVICECo-Founder
OUR BUSINESS COMPANY BACKGROUND Founded in 2000 Headquartered in Herndon, VA Privately held, investors include Valhalla Partners, Sierra Ventures, and Accel Partners 45 countries 33 supported languages 3,000 supported brands 40,000,000 + registered end-usersParature is the leading provider of cloud-basedcustomer service and social engagement software formid-market businesses.Parature helps organizations worldwide to deliver greatcustomer service and to engage with their customersacross the web and social channels, all delivered via thecloud.
CUSTOMERS ACROSS ALL SIZES AND INDUSTRIES Software & TechnologyBusiness ServicesGaming & Media Education & Associations Retailers Healthcare
SOCIAL RESPONSE MANAGEMENT IS THE FUTURE OF CUSTOMER SERVICE 65% of SupportConversations will Happen inthe Cloud by 2012. 2010+ Social Customer Service Facebook, Twitter, Other Social Channels 2005-2009 Web Channels Ticket, Chat, Feedback, Communities, Search 2001-2004 Web Self-Service • Support Channel preferences are radically changing with each generation. 1996-2000 Email Support • New technology trends can impact customer service Pre 1995 Phone Support behavior. • Understand who your end users are and determine how they prefer to be supported. Source: SSPA and Wikipedia
#1 - HYPER RESPONSIVENESS Prompt social engagement will become one of the most important social trends. Responding promptly in social channels will lead to more positive customer satisfaction and increased loyalty.
#2 - ORGANIZATIONAL MANAGEMENTSource: Altimeter GroupThe cross-company integration and management of Social Media continues to be an evolvingchallenge.
#3 - HUMANIZE BRANDSFacebook Pages give consumers a glimpse of your company’s personality including yourcustomer service culture.
#4 - CONSITENCY, CONSISTENCY, CONSISTENCY Customers expect consistent service answers across all of your channels. This drives confidence, credibility and peace of mind.
#5 - ESTABLISH A SERVICE PRESENCE Let your customers know that customer service is your number one priority and you are here to help them.