Social Customer Service
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The document discusses improving customer service through social media. It notes that social media has changed customer service from a support function to a marketing extension. Consumers are more likely to spend more for excellent service and tell others about good experiences when customer service utilizes social media. Companies must listen on social media, engage customers transparently across channels, and integrate customer service into their mobile strategies to provide service as part of a full multi-channel approach.
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Social Customer Service
- 1. Improving Customer Service On Social Media Improving Customer Service On Social Media © Brainfood Consulting 2012
- 2. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 3. Service Follows Sales Improving Customer Service On Social Media © Brainfood Consulting 2012
- 4. UK Use Of Social Channels Source: Fishburn Hedges & Echo “The Social Media Customer” May 2012 Poll of 2,000 UK consumers Improving Customer Service On Social Media © Brainfood Consulting 2012
- 5. UK Use Of Social Customer Service In The Past Year, Have You Utilised Social Media To Get A Customer Service Response? Source: Amex’s Global Customer Service Barometer 2012 Improving Customer Service On Social Media © Brainfood Consulting 2012
- 6. One UK Example Improving Customer Service On Social Media © Brainfood Consulting 2012
- 7. Distinctive Behaviour Consumers Who Consumers Who Service Topic Haven’t Used Have Used Social Customer Service Social Customer Service 11% more 21% more Additional amount consumers are willing to spend for excellent service Have not completed an intended purchase because of a poor customer service experience 49% 83% in past 12 months Number of people consumers will tell about good 9 people 42 people customer service experiences 53 people Number of people consumers will tell about bad 17 people customer service experiences Source: Amex’s Global Customer Service Barometer 2012 Improving Customer Service On Social Media © Brainfood Consulting 2012
- 8. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 9. New Ownership “Social media has changed customer service from being a support function to being an extension of marketing” Webinar poll of 130 call centre managers Agree or Disagree? Improving Customer Service On Social Media © Brainfood Consulting 2012
- 10. Deployment Options Four organisational designs are being adopted by leading companies based on culture, operations and desired outcomes Improving Customer Service On Social Media © Brainfood Consulting 2012
- 11. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 12. The Key Difference The key difference of Social Media is that, unlike other channels, customers talk about you on sites across the internet instead of talking with you directly This means that we need to engage ourselves proactively in conversations as opposed to our normal channels which are reactive. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 13. Listening “We opened the doors to our Social Media Listening Command Centre, which allows us to monitor over 22,000 daily posts related to Dell as well as mentions on Twitter” Improving Customer Service On Social Media © Brainfood Consulting 2012
- 14. Social Customer Service Ecosystem Forums Forums Ratings & Blogs Reviews WEB and more Source: SITE Ideation Q&A Knowledge and more Base Blogs Improving Customer Service On Social Media © Brainfood Consulting 2012
- 15. A New Workflow Improving Customer Service On Social Media © Brainfood Consulting 2012
- 16. Interaction Governance Improving Customer Service On Social Media © Brainfood Consulting 2012
- 17. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 18. Social + Complaints Improving Customer Service On Social Media © Brainfood Consulting 2012
- 19. Playin’ Chicken Improving Customer Service On Social Media © Brainfood Consulting 2012
- 20. Some With Influence Are Easy To Spot Improving Customer Service On Social Media © Brainfood Consulting 2012
- 21. Others Appear Anonymous Until It’s Too Late Improving Customer Service On Social Media © Brainfood Consulting 2012
- 22. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 23. Engagement Works! Improving Customer Service On Social Media © Brainfood Consulting 2012
- 24. Be Transparent Stay in channel Use DM rather than email Return to public view Improving Customer Service On Social Media © Brainfood Consulting 2012
- 25. Policy & Guidelines Improving Customer Service On Social Media © Brainfood Consulting 2012
- 26. Internal Education Improving Customer Service On Social Media © Brainfood Consulting 2012
- 27. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 28. Smartphone Growth 50%+ own Smartphones in UK & US Improving Customer Service On Social Media © Brainfood Consulting 2012
- 29. Faster Access, Broader Coverage Source: Successful LTE Strategies April 2012 Improving Customer Service On Social Media © Brainfood Consulting 2012
- 30. Mobile Feeds Social Mobile Drives Daily Facebook Usage Improving Customer Service On Social Media © Brainfood Consulting 2012
- 31. Service Becomes Part Of Mobile Engagement Service is integrated into a ‘lifestyle’ mobile app Improving Customer Service On Social Media © Brainfood Consulting 2012
- 32. Improving Customer Service On Social Media © Brainfood Consulting 2012
- 33. Social As Part Of A Full Multi-Channel Strategy Improving Customer Service On Social Media © Brainfood Consulting 2012
- 34. Cross Channel Customer Journeys Improving Customer Service On Social Media © Brainfood Consulting 2012
- 35. Thank You Improving Customer Service On Social Media © Brainfood Consulting 2012