CUSTOMER SERVICE IN SOCIAL MEDIA<br />INSIGHT REPORT<br />
Our Reporting<br />CUSTOMER SERVICE INSIGHT REPORT<br />
Insight Reports<br />A managed service<br />Use 6Consulting’s knowledge, expertise and time<br />Assess marketing, PR, sal...
The difference<br />Mass human analysis – 10,000+ conversations<br />Experience: <br />Crisis reporting<br />Campaign impa...
Insight Reports for Markets <br />Analysis across entire marketplaces<br />6-10 companies benchmarked over one quarter<br ...
The report<br />CUSTOMER SERVICE INSIGHT REPORT<br />
The companies<br />Examines the reputations and performance of ten UK corporations:<br />
The methodology<br />Robust random sample taken from 3 months<br />Radian6 used, plus manual data capture<br />Human senti...
The results<br />CUSTOMER SERVICE INSIGHT REPORT<br />
Telecoms conversation dominant<br />Nearly half of conversations telecoms related<br />Fashion retailers least discussed<b...
Sentiment tracking<br />British Gas: cross-channel issues assisted<br />Mid-band: ~-30%; affected by cross-media issues<br...
Twitter Engagement<br />CUSTOMER SERVICE INSIGHT REPORT<br />
Twitter engagement methodology<br />Company’s Twitter CS accounts monitored across five working days in November<br />1,70...
Twitter engagement methodology<br />Each company scored on scale of 1-10 for:<br />Absolute amount of queries responded to...
Both amount and speed of responses critical<br />Nearly half of conversations telecoms related<br />Fashion retailers leas...
Speed of response critical<br />Large majority of responses occurred close to the first hour<br />Rise in responses at aro...
Market Map<br />CUSTOMER SERVICE INSIGHT REPORT<br />
Market Map Methodology<br />Company’s Twitter CS accounts monitored across five working days in November<br />1,700+ Tweet...
* Company tags have been removed<br />
Market Map Analysis<br />Dominance of Telecoms providers evident<br />No ‘leaders’, only ‘pioneers’<br />Topshop + nPoweri...
Conclusions<br />CUSTOMER SERVICE INSIGHT REPORT<br />
Conclusions<br />Both response rate and speed are critical<br />All social media have an impact<br />Channels not neatly d...
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Customer Service 2.0 | Insight Report Presentation

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Customer Service 2.0 | Insight Report Presentation

  1. 1. CUSTOMER SERVICE IN SOCIAL MEDIA<br />INSIGHT REPORT<br />
  2. 2. Our Reporting<br />CUSTOMER SERVICE INSIGHT REPORT<br />
  3. 3. Insight Reports<br />A managed service<br />Use 6Consulting’s knowledge, expertise and time<br />Assess marketing, PR, sales or customer service<br />
  4. 4. The difference<br />Mass human analysis – 10,000+ conversations<br />Experience: <br />Crisis reporting<br />Campaign impact assessment <br />Year-plus reputation tracking<br />Reporting across European territories and languages<br />Expert analyst insight<br />
  5. 5. Insight Reports for Markets <br />Analysis across entire marketplaces<br />6-10 companies benchmarked over one quarter<br />Strategic recommendations per quadrant<br />
  6. 6. The report<br />CUSTOMER SERVICE INSIGHT REPORT<br />
  7. 7. The companies<br />Examines the reputations and performance of ten UK corporations:<br />
  8. 8. The methodology<br />Robust random sample taken from 3 months<br />Radian6 used, plus manual data capture<br />Human sentiment and metadata analysis<br />
  9. 9. The results<br />CUSTOMER SERVICE INSIGHT REPORT<br />
  10. 10. Telecoms conversation dominant<br />Nearly half of conversations telecoms related<br />Fashion retailers least discussed<br />
  11. 11. Sentiment tracking<br />British Gas: cross-channel issues assisted<br />Mid-band: ~-30%; affected by cross-media issues<br />Underperformers: caught out by circumstances<br />
  12. 12. Twitter Engagement<br />CUSTOMER SERVICE INSIGHT REPORT<br />
  13. 13. Twitter engagement methodology<br />Company’s Twitter CS accounts monitored across five working days in November<br />1,700+ Tweets assessed for response % and time<br />#newTwitter used to track responses<br />
  14. 14. Twitter engagement methodology<br />Each company scored on scale of 1-10 for:<br />Absolute amount of queries responded to<br />Time delay in responding to original Tweet<br />Compound score out of 20 recorded<br />
  15. 15. Both amount and speed of responses critical<br />Nearly half of conversations telecoms related<br />Fashion retailers least discussed<br />
  16. 16. Speed of response critical<br />Large majority of responses occurred close to the first hour<br />Rise in responses at around 24hr mark<br />
  17. 17. Market Map<br />CUSTOMER SERVICE INSIGHT REPORT<br />
  18. 18. Market Map Methodology<br />Company’s Twitter CS accounts monitored across five working days in November<br />1,700+ Tweets assessed for response % and time<br />#newTwitter used to track responses<br />
  19. 19. * Company tags have been removed<br />
  20. 20. Market Map Analysis<br />Dominance of Telecoms providers evident<br />No ‘leaders’, only ‘pioneers’<br />Topshop + nPowerinactive, BT + ASOS at forefront<br />
  21. 21. Conclusions<br />CUSTOMER SERVICE INSIGHT REPORT<br />
  22. 22. Conclusions<br />Both response rate and speed are critical<br />All social media have an impact<br />Channels not neatly defined<br />

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