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Social Customer Service 

2014
How Social Media is
transforming Customer Service -
Expectations & Chances
http://www.swat.io
Social Media for Teams!
Presented by SWAT.IO…
Online Customer Support -

What do customers expect?
- Support on Phone (toll-free)
- Support on Website - “Live Help” - C...
Consumer Views of “Live Help”
Online 2012 - A Global Perspective
Consumer Research Study comissioned by Oracle, March 2012...
“What types of information are most important to you 

when connecting with brands via social media channels?
“Social media has been added to the list of consumer expectations for
access to live support. Consumers expect more than m...
Customer Support on Social Media -

What reaction-time do customers expect?
?
Customer Support on Social Media -

What reaction-time do customers expect?
<4 Days?
Same Day?
Customer Support on Social Media -

What reaction-time do customers expect?
2 Hours?
Customer Support on Social Media -

What reaction-time do customers expect?
30 Minutes!
Customer Support on Social Media -

What reaction-time do customers expect?
How fast do you expect a company to respond when you ask a
question or post a message at their Facebook page?


51% expect...
How fast do you expect a response when you 

post a question or complaint via Twitter?
!
81% expect same-day, 53% <2 hours...
The Great Social Customer Service Race:
Top Brands Compete in a Social Response Test, January 2013
14 Global Brands, 280 T...
Common problem: Delayed response due to complicated internal
routing & finding of solution!
Every customer service request is a great marketing opportunity!
Be polite! If a customer thanks for your help, 

respond “you’re welcome!”
Customers not always @-mention your Twitter handle! 

It’s therefor important to monitor associated keywords/brandnames!
Customers not always @-mention your Twitter handle! 

It’s therefor important to monitor associated keywords/brandnames!
Tools for Social Customer Support
Some Free & Premium (SaaS)-Solutions for a One-Man-Army...
Live-Chat / Live-Support
http://www.olark.com, https://www.zopim.com,http://www.userlike.de
Live-Chat / Live-Support
http://www.olark.com, https://www.zopim.com,http://www.userlike.de
User Feedback
https://getsatisfaction.com, https://www.uservoice.com
User Feedback
https://getsatisfaction.com, https://www.uservoice.com
Google Alerts + Feeds
http://www.google.com/alerts
Twitter Search + Feeds
http://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
Dashboard f. Alerts, Search & Feeds
http://feedly.com
Monitor your Facebook Pages
http://hyperalerts.no - Warning: Notifications are significantly delayed!
Monitor your Facebook Pages
http://hyperalerts.no - Warning: Notifications are significantly delayed!
Monitor the (Social) Web
http://radian6.com
Swat.io - Social Media for Teams!
Our Social Media Management Solution for Agencies & Enterprises!
die.socialisten.at
social network development
swat.io
social-media workflows and ticketing
Ticketing & Customer Support
Th...
die.socialisten.at
social network development
swat.io
social-media workflows and ticketing
Content Planning & Publishing
T...
die.socialisten.at
social network development
swat.io
social-media workflows and ticketing
Statistics & Insights
The most ...
http://www.swat.io
Start your 30-Days Free Trial Today!
Interested?
Michael Kamleitner
SWAT.IO
Let’s connect!
!
michael.kamleitner@swat.io
http://facebook.com/michael.kamleitner

http://twit...
Social Customer Service 
2014 - How Social Media is  transforming Customer Service
Social Customer Service 
2014 - How Social Media is  transforming Customer Service
Social Customer Service 
2014 - How Social Media is  transforming Customer Service
Social Customer Service 
2014 - How Social Media is  transforming Customer Service
Social Customer Service 
2014 - How Social Media is  transforming Customer Service
Social Customer Service 
2014 - How Social Media is  transforming Customer Service
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Social Customer Service 
2014 - How Social Media is transforming Customer Service

3,496

Published on

How Social Media is transforming Customer Service - Expectations & Chances

Customer Support on Social Media -
What reaction-time do customers expect?

How fast do you expect a company to respond when you ask a question or post a message at their Facebook page?

How fast do you expect a response when you 
post a question or complaint via Twitter?

Published in: Business

Transcript of "Social Customer Service 
2014 - How Social Media is transforming Customer Service"

  1. 1. Social Customer Service 
 2014 How Social Media is transforming Customer Service - Expectations & Chances
  2. 2. http://www.swat.io Social Media for Teams! Presented by SWAT.IO…
  3. 3. Online Customer Support -
 What do customers expect? - Support on Phone (toll-free) - Support on Website - “Live Help” - Click-to-Call, Click-to-Chat - Support on Social Media Channels
  4. 4. Consumer Views of “Live Help” Online 2012 - A Global Perspective Consumer Research Study comissioned by Oracle, March 2012 3.111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, China), 18 years or older. Source: http://www.oracle.com/us/corporate/press/1627424
  5. 5. “What types of information are most important to you 
 when connecting with brands via social media channels?
  6. 6. “Social media has been added to the list of consumer expectations for access to live support. Consumers expect more than marketing and promotions at social media sites; they want direct access to product experts and service representatives.” Consumer Reserch Study 2012, Oracle
  7. 7. Customer Support on Social Media -
 What reaction-time do customers expect? ?
  8. 8. Customer Support on Social Media -
 What reaction-time do customers expect? <4 Days?
  9. 9. Same Day? Customer Support on Social Media -
 What reaction-time do customers expect?
  10. 10. 2 Hours? Customer Support on Social Media -
 What reaction-time do customers expect?
  11. 11. 30 Minutes! Customer Support on Social Media -
 What reaction-time do customers expect?
  12. 12. How fast do you expect a company to respond when you ask a question or post a message at their Facebook page? 
 51% expect same-day, 29% <2 hours response!
  13. 13. How fast do you expect a response when you 
 post a question or complaint via Twitter? ! 81% expect same-day, 53% <2 hours response!
  14. 14. The Great Social Customer Service Race: Top Brands Compete in a Social Response Test, January 2013 14 Global Brands, 280 Tweets, 26 Days Source: http://csi.softwareadvice.com/the-great-social-customer-service-race-1212
  15. 15. Common problem: Delayed response due to complicated internal routing & finding of solution!
  16. 16. Every customer service request is a great marketing opportunity!
  17. 17. Be polite! If a customer thanks for your help, 
 respond “you’re welcome!”
  18. 18. Customers not always @-mention your Twitter handle! 
 It’s therefor important to monitor associated keywords/brandnames!
  19. 19. Customers not always @-mention your Twitter handle! 
 It’s therefor important to monitor associated keywords/brandnames!
  20. 20. Tools for Social Customer Support Some Free & Premium (SaaS)-Solutions for a One-Man-Army...
  21. 21. Live-Chat / Live-Support http://www.olark.com, https://www.zopim.com,http://www.userlike.de
  22. 22. Live-Chat / Live-Support http://www.olark.com, https://www.zopim.com,http://www.userlike.de
  23. 23. User Feedback https://getsatisfaction.com, https://www.uservoice.com
  24. 24. User Feedback https://getsatisfaction.com, https://www.uservoice.com
  25. 25. Google Alerts + Feeds http://www.google.com/alerts
  26. 26. Twitter Search + Feeds http://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
  27. 27. Dashboard f. Alerts, Search & Feeds http://feedly.com
  28. 28. Monitor your Facebook Pages http://hyperalerts.no - Warning: Notifications are significantly delayed!
  29. 29. Monitor your Facebook Pages http://hyperalerts.no - Warning: Notifications are significantly delayed!
  30. 30. Monitor the (Social) Web http://radian6.com
  31. 31. Swat.io - Social Media for Teams! Our Social Media Management Solution for Agencies & Enterprises!
  32. 32. die.socialisten.at social network development swat.io social-media workflows and ticketing Ticketing & Customer Support The team gets notified of any community activity, like comments, replies, retweets, private messages etc. with email alert. Members can assign tickets to others, discuss internally & 
 react with a great & timely response - never “forget” to answer a post again! Plus: Comment Templates, Fulltext Search, Tagging
  33. 33. die.socialisten.at social network development swat.io social-media workflows and ticketing Content Planning & Publishing The whole team – including agency and clients – 
 plans and schedules future postings together on the calendar. Clear responsibilities allow approval processes and internal discussions. Supports: Facebook, Instagram ,Twitter, Google+, Wordpress!
  34. 34. die.socialisten.at social network development swat.io social-media workflows and ticketing Statistics & Insights The most important numbers for all your channels in one place - Growth, Reach, Engagement, Clicks (CTR) Plus: Insights on Post-, Channel- & Community-level! (What posts performed best, what community members are most engaged etc.)
  35. 35. http://www.swat.io Start your 30-Days Free Trial Today! Interested?
  36. 36. Michael Kamleitner SWAT.IO Let’s connect! ! michael.kamleitner@swat.io http://facebook.com/michael.kamleitner
 http://twitter.com/_subnet

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