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Social Customer Service - The Essentials (Free eBook)

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Download: http://bit.ly/ebook-social-customer-service
For businesses, social media is not only an important part of their online marketing strategies but also a game changer in how they manage customer relationships. Nowadays, customers reach out to businesses via multiple social networks and that’s where they expect to receive assistance in a matter of minutes. Is your business up for the challenge? Download our eBook today to find out!

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Social Customer Service - The Essentials (Free eBook)

  1. 1. SOCIAL CUSTOMER SERVICE THE ESSENTIALS SWAT.IO
  2. 2. SOCIAL CUSTOMER SERVICE: RISING TO THE C-LEVEL Customer expectations are growing due to: - Explosion of digital - Empowered customers - Acceleration of innovation
  3. 3. - From face-to-face, to telephone callcenters, to Internet - Traditional customer Service still lingers on in terms of scalability - Yet: 75% of customers “extremely frustrated” with traditional customer service! - Customer service on social media is gaining traction! - Customers are using Facebook, Twitter & Co. to tell brands about their faulty products, to ask questions, to express opinions and give suggestions. A SHORT CHRONOLOGICAL JOURNEY FROM 
 TRADITIONAL TO SOCIAL CUSTOMER SERVICE M ore on Social
 Custom er Service? Dow nload Free eBook!
  4. 4. SOCIAL CUSTOMER SERVICE: THE STATISTICS
  5. 5. 56% of Customers Expect Response Within 1 Hour! M ore on Social
 Custom er Service? Dow nload Free eBook!
  6. 6. 11 Negative Post = As Much Impact on Customer Decisions as 5 Positive Posts!
  7. 7. SOCIAL CUSTOMER SERVICE: THE BENEFITS - Gather precious customer feedback from every interaction - Provide the omni-channel experience that your customers are looking for - Enrich the lives of your customers through dialogue - Outperform the competition across a wide range of KPIs
  8. 8. Social Customer Service outperforms Traditional Customer Service! M ore on Social
 Custom er Service? Dow nload Free eBook!
  9. 9. SOCIAL CUSTOMER SERVICE ON FACEBOOK - BE TRANSPARENT! Always remember that transparent and honest brands are just better brands! - BE QUICK! Your customers expect a quick response on Facebook. Remember that if they reached out to you on social media, they most certainly wouldn’t like to be kept waiting for hours. - RESPOND AROUND THE CLOCK! Customers won’t stop voicing complaints because you want to take your 5 p.m. beauty sleep ;)
  10. 10. SOCIAL CUSTOMER SERVICE ON TWITTER - BE NICE! Of the consumers who reported friendly customer service interactions, 
 76% said they were likely to recommend the brand - BE FAST! Customers want answers fast, with 60% in the survey saying 
 they expect a response in less than an hour. - GO ALL THE WAY TO SOLVE A PROBLEM! The research found that there were an average of five interactions between brand and consumer per customer service inquiry.
  11. 11. SOCIAL CUSTOMER SERVICE ON WHATSAPP - IT’S WHAT THE STATISTICS SAY. As compared to Twitter which reported having 
 241 million active users, WhatsApp has 450 million. - IT’S MORE PERSONAL. People usually use WhatsApp from their mobile device, 
 and they’re more likely to have them enabled because it’s more personal. - BETTER SUITED FOR A WIDER RANGE OF CUSTOMER SERVICES. - When people tweet brands for help, the conversation is public or assumed to be public.
  12. 12. SOCIAL CUSTOMER SERVICE ON FACEBOOK MESSENGER - IT’S WHAT THE STATISTICS SAY. As compared to Twitter which reported having 241 million active users, WhatsApp has 450 million. - IT’S MORE PERSONAL. People usually use WhatsApp from their mobile device, and they’re more likely to have them enabled because it’s more personal. - BETTER SUITED FOR A WIDER RANGE OF CUSTOMER SERVICES. - When people tweet brands for help, the conversation is public or assumed to be public. M ore on Social
 Custom er Service? Dow nload Free eBook!
  13. 13. BEST PRACTICES - A FEW EXAMPLES…
  14. 14. BEST PRACTICE: STARBUCKS Starbucks teamed up with Match.com to host the world’s largest coffee date in honour of Valentine’s Day. They were set to throw what was aimed to be the ‘World’s Largest Starbucks Date’ on February 13 at participating Starbucks locations.
  15. 15. BEST PRACTICE: KING OF SHAVES After taking a closer look at their feed, you actually understand that they are actively practicing what they preach and actually listen to what their customers have to say.
  16. 16. BEST PRACTICE: HIPPOPOTAMUS Looking at their Facebook page, you easily understand that these people seize every opportunity of connecting their promotional messages and campaigns with exterior events! M ore on Social
 Custom er Service? Dow nload Free eBook!
  17. 17. EXPERT ADVICE…
  18. 18. “For me, good social customer service is about empowering customers, not making them a slave to your channel.” Richard Baker is currently Senior Internal Communications and 
 Engagement Manager at Carlsberg.
  19. 19. “We have reached a point where social media is not just a necessary component of a credible customer service strategy but one which offers powerful insights that drive better innovation, co-creation and collaboration. To make this a reality, social media needs to be a central part of a coherent, sustained and long-term focus on customer service strategy, something that many organisations are yet to do.” Jo Causon, CEO of The Institute of Customer Service. M ore on Social
 Custom er Service? Dow nload Free eBook!
  20. 20. DOWNLOAD OUR FREE EBOOK!
 http://bit.ly/ebook-social-customer-service DO YOU WANT TO LEARN ALL ABOUT SOCIAL CUSTOMER SERVICE?
  21. 21. START YOUR FREE 30 DAY TRIAL NOW STAY ON TOP OF 
 SOCIAL CUSTOMER SERVICE WITH… SWAT.IO

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