Social Customer Service eBook Chapter 1

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Here’s the first in a series of seven steps to Social Customer Service success. We’ll post a new chapter every Tuesday morning through Aug. 6. In this chapter, we reveal some stats around the importance and problems with today’s customer service. How important is customer service to your organization? Learn more in chapter two: https://www.slideshare.net/Telligent/social-customerservicee-bookbytelligentchapter2live

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Social Customer Service eBook Chapter 1

  1. 1. © 2013 Telligent Systems, Inc. All rights reserved.socialcustomerserviceCustomerCommunitiesin 7 Steps
  2. 2. 2© 2013 Telligent Systems, Inc. All rights reserved.part Icustomer serviceoverview
  3. 3. 3© 2013 Telligent Systems, Inc. All rights reserved.customer service overview90% stat from Forrester Research, Inc., ‘Best Practices Framework for Customer Service,’May 26, 2011what’s the hubbub withcustomer service?of customer servicedecision-makers tell ForresterResearch, Inc., that a goodservice experience is critical totheir company’s success.And yet, just over 1/3 ofcompanies deliver a positivecustomer experience.90%1/31/3 stat from Forrester Research, Inc., March 2012 blog post: ‘Forrester’s 10-StepProgram On Mastering The Service Experience: A Quick Recap’
  4. 4. 4© 2013 Telligent Systems, Inc. All rights reserved.it’s tough to get it right.“68% of US consumers reportan unsatisfactory serviceinteraction during the past12 months.”Statistics from The Forrester Wave: CRM Suite Customer Service Solutions, Q3 2012, ForresterResearch, Inc., July 11 2012On top of that, the channels for support aremultiplying, customers are looking for help froma growing number of devices and competitors arejockeying for market share.It’s time to pay close attention to your customers’experience. If you can get it right, you can create thefoundation for a successful business. Per ForresterResearch, Inc.:Transform the Contact Center for Customer Service Excellence, Forrester Research, Inc.,September 5, 201268%70%“70% of online consumersexpect businesses to tryharder to provide superioronline customer service.”Poor customerservice experienceslead to increasedservice costs.Good customerservice experiencesboost repurchaseprobability andlong-term loyalty.Poor customerservice experienceslead to customerdefection andservice loss.customer service overview
  5. 5. 5© 2013 Telligent Systems, Inc. All rights reserved.Come back next Tuesdayfor Part II on “TraditionalSupport Channels.”Or follow us on SlideSharefor more updates.

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