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How can social media serve customer experience

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Best Customer Experience is a must for any e-tailer or any competitive B2C business. Social Media can play a great role there apart from just entertaining consumers.

Best Customer Experience is a must for any e-tailer or any competitive B2C business. Social Media can play a great role there apart from just entertaining consumers.

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  • 1. How can Social Media servethe Customer Experience Nikos Varvadoukas Group Digital Marketing Manager @Public, Multirama, Getitnow.gr
  • 2. Initial Priority for Many Brands: Social Penetration
  • 3. Then engagement got into the Game Nikos Varvadoukas
  • 4. Are 600k Fans & +30% ER over average enough?
  • 5. All these would be CRAP for an e-tailerIf he did not REALLY listen to his customer..
  • 6. We realized that our FanPage was flooded by messages No 1 Retailer Fan page in Inquiries should not have been a Surprise Fans used the WALL to express 16-24 Audience, themselves publicly (Questions, Complaints etc) The Chatting Generation fanpage is active, so creates expectation for response various products from Mobile, Telco till Books and Events
  • 7. Users ASK / SHOUT anywhere they can contact you
  • 8. Fan BIG Growth Opened a BIG interaction channel, BUT Tough internal monitoring and Inquiries delegation 60% of Inquiries were repeated Facebook Restrictions, when user asked again you were not notified
  • 9. NOT an Easy Case to deal with “ Can I quit Today?” Public Social Community Manager
  • 10. STEP 1: Quick Response to Customer became Top Priority Average Response time per post reached ~4 hours LESS than key competitor Source: Greece Data, SocialBakers.com
  • 11. STEP 2: Launch a Social Customer Service Architecture
  • 12. STEP 3: Create an Innovative Customer Service App
  • 13. Public forum Key Benefits for the User  Better Speed of Answer is Provided (Ticketing Integration)  More & Easier Notifications are there  User Has Archive of his Questions  Ability to Search prior to Asking  Remains in Facebook- commenting style  SEO / Google Friendly
  • 14. Public forum homepage
  • 15. Public forum search function Αναζθτηση για το CD «take me home»
  • 16. My Recommendations Do never forget the hygiene. This is Called Customer Service Adjust Social Media to your Needs not the opposite If you are a customer contact intensive company, take execution in house
  • 17. Thank You Nikos Varvadoukas Group Digital Marketing Manager @Public, Multirama, Getitnow.gr

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