What is-social-media-customer-service-121205154925-phpapp02


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What is-social-media-customer-service-121205154925-phpapp02

  1. 1. What isSocial MediaCustomer Service?
  2. 2. Social Media Customer ServiceSocial media customer service is the act of providingcustomer suppot in social media channels. Socialmedia makes up a few channels in a completemultichannel strategyChannels can include Twitter, Facebook, knowledgebases, forums and review sites
  3. 3. Why should I evenprovide Social Care?Does it matter?
  4. 4. Scorned consumers tellfacebook friends, twitterfollowers, and leave pooronline reviews 79% of consumers who shared complaints 21% of consumers whose complaints were about poor customer experience online address reacted positively; 22% were ignored. posted a positive comment about the organizationSlide via Right Now “2011 Customer Experience Impact Report”http://www.slideshare.net/RightNow/2011-customer-experience-impact-report
  5. 5. Why ignore 79% ofcomplaints whenSection Divider Styleit is easy to start aconversation?
  6. 6. Twitter ExampleSection Divider Style
  7. 7. It’s simple.Customers wantSection Divider Stylehaveto know theybeen heard & youare there to help
  8. 8. But unliketraditionalcustomer service,social media cancreate “servicemarketing”
  9. 9. 1 mention about a positiveexperience reaches millions.Example: Southwest Airlines Facebook
  10. 10. And there is aneven BIGGERdata opportunity
  11. 11. Call center data does notalways report the truecustomer experience. Infact, the difference betweenthe call center and customerdata online can bedramatically different
  12. 12. The social web,allows you to createcustomer segments& profiles based ontheir public data
  13. 13. 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
  14. 14. If that last slidedidn’t open up youreyes, you need toretire or close shop
  15. 15. 3But don’t worry,you don’t have todo this alone. Thereare apps to help
  16. 16. Just a few to mention• SocialStrategy1• TwitSpark• Authority Software• GetSatisfaction• ZenDesk
  17. 17. 1SocialStrategy1A social media workflow, listening &Section Divider Style youdata analysis platform can helpidentify where your customers are,what they think about your brand, whattheir interests are and how to define astrategy that increases revenuehttp://socialstrategy1.com
  18. 18. 2TwitsparkA high volume social customerengagement and crisis managementSection Divider Styletool that enables your team toefficiently engage with not some, but allof your customers via Twitter.http://twitspark.com
  19. 19. 3Authority SoftwareCRM technology suite to access Section Divider Stylecustomer data can drive logic-baseddecision making and increaseoperational efficiencies to deliver aconsistent world class customerexperience.http://authoritysoftware.com
  20. 20. 4GetSatisfaction A customer engagement platform that helps companies build betterSection Divider Style relationships with their customers and prospects, through the use of customer communities for social support, social marketing & customer feedback http://getsatisfaction.com
  21. 21. Need resources? Checkout our ongoing SocialMedia CustomerService research listhttp://bit.ly/SNEevc
  22. 22. For More Information &Upcoming EventsFollow: @StratusCXMVisit: StratusContactSolutions.com