Social Customer Service 
2014 - How Social Media is transforming Customer Service

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How Social Media is transforming Customer Service - Expectations & Chances …

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?

More in: Business
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  • 1. Social Customer Service 
 2014 How Social Media is transforming Customer Service - Expectations & Chances
  • 2. http://www.swat.io Social Media for Teams! Presented by SWAT.IO…
  • 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. 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. “What types of information are most important to you 
 when connecting with brands via social media channels?
  • 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. Customer Support on Social Media -
 What reaction-time do customers expect? ?
  • 8. Customer Support on Social Media -
 What reaction-time do customers expect? <4 Days?
  • 9. Same Day? Customer Support on Social Media -
 What reaction-time do customers expect?
  • 10. 2 Hours? Customer Support on Social Media -
 What reaction-time do customers expect?
  • 11. 30 Minutes! Customer Support on Social Media -
 What reaction-time do customers expect?
  • 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. 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. 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. Common problem: Delayed response due to complicated internal routing & finding of solution!
  • 16. Every customer service request is a great marketing opportunity!
  • 17. Be polite! If a customer thanks for your help, 
 respond “you’re welcome!”
  • 18. Customers not always @-mention your Twitter handle! 
 It’s therefor important to monitor associated keywords/brandnames!
  • 19. Customers not always @-mention your Twitter handle! 
 It’s therefor important to monitor associated keywords/brandnames!
  • 20. Tools for Social Customer Support Some Free & Premium (SaaS)-Solutions for a One-Man-Army...
  • 21. Live-Chat / Live-Support http://www.olark.com, https://www.zopim.com,http://www.userlike.de
  • 22. Live-Chat / Live-Support http://www.olark.com, https://www.zopim.com,http://www.userlike.de
  • 23. User Feedback https://getsatisfaction.com, https://www.uservoice.com
  • 24. User Feedback https://getsatisfaction.com, https://www.uservoice.com
  • 25. Google Alerts + Feeds http://www.google.com/alerts
  • 26. Twitter Search + Feeds http://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
  • 27. Dashboard f. Alerts, Search & Feeds http://feedly.com
  • 28. Monitor your Facebook Pages http://hyperalerts.no - Warning: Notifications are significantly delayed!
  • 29. Monitor your Facebook Pages http://hyperalerts.no - Warning: Notifications are significantly delayed!
  • 30. Monitor the (Social) Web http://radian6.com
  • 31. Swat.io - Social Media for Teams! Our Social Media Management Solution for Agencies & Enterprises!
  • 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. 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. 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. http://www.swat.io Start your 30-Days Free Trial Today! Interested?
  • 36. Michael Kamleitner SWAT.IO Let’s connect! ! michael.kamleitner@swat.io http://facebook.com/michael.kamleitner
 http://twitter.com/_subnet