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What is Social Media Customer Service?
 

What is Social Media Customer Service?

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Learn more at http://stratuscontactsolutions.com/services/social-media-services/

Learn more at http://stratuscontactsolutions.com/services/social-media-services/
http://stratuscontactsolutions.com/what-is-social-media-customer-service/

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    What is Social Media Customer Service? What is Social Media Customer Service? Presentation Transcript

    • What isSocial MediaCustomer Service?
    • Social media customer service is the act of providingcustomer support in social media channels. Socialmedia makes up a few channels in a completemultichannel strategyChannels can include Twitter, Facebook, knowledgebases, forums and review sitesSocial Media Customer Service
    • Why should I evenprovide Social Care?Does it matter?
    • Scorned consumers tellfacebook friends, twitterfollowers, and leave pooronline reviews79% 21%of consumers who shared complaintsabout poor customer experience onlinewere ignored.of consumers whose complaints wereaddress reacted positively; 22%posted a positive comment about theorganizationSlide via Right Now “2011 Customer Experience Impact Report”http://www.slideshare.net/RightNow/2011-customer-experience-impact-report
    • Section Divider StyleWhy ignore 79% ofcomplaints whenit is easy to start aconversation?
    • Section Divider StyleTwitter Example
    • Section Divider StyleIt’s simple.Customers wantto know they havebeen heard & youare there to help
    • But unliketraditionalcustomer service,social media cancreate “servicemarketing”
    • 1 mention about a positiveexperience reaches millions.Example: Southwest Airlines Facebook
    • And there is aneven BIGGERdata opportunity
    • Call center data does notalways report the truecustomer experience. Infact, the difference betweenthe call center and customerdata online can bedramatically different
    • The social web,allows you to createcustomer segments& profiles based ontheir public data
    • 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
    • If that last slidedidn’t open up youreyes, you need toretire or close shop
    • 3But don’t worry,you don’t have todo this alone. Thereare apps to help
    • Just a few to mention• SocialStrategy1• TwitSpark• Authority Software• GetSatisfaction• ZenDesk
    • Section Divider StyleSocialStrategy11A social media workflow, listening &data analysis platform can help youidentify where your customers are,what they think about your brand, whattheir interests are and how to define astrategy that increases revenuehttp://socialstrategy1.com
    • Section Divider StyleTwitspark2A high volume social customerengagement and crisis managementtool that enables your team toefficiently engage with not some, but allof your customers via Twitter.http://twitspark.com
    • Section Divider StyleAuthority Software3CRM technology suite to accesscustomer data can drive logic-baseddecision making and increaseoperational efficiencies to deliver aconsistent world class customerexperience.http://authoritysoftware.com
    • Section Divider StyleGetSatisfaction4A customer engagement platform thathelps companies build betterrelationships with their customers andprospects, through the use of customercommunities for social support, socialmarketing & customer feedbackhttp://getsatisfaction.com
    • Need resources? Checkout our ongoing SocialMedia CustomerService research listhttp://bit.ly/SNEevc
    • For More Information &Upcoming EventsFollow: @StratusCXMVisit: StratusContactSolutions.com