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Social Customer Service 2014 - How Social Media is transforming Customer Service
The document discusses how social media is reshaping customer service, emphasizing the growing expectation for live support on these platforms. Key findings from consumer research indicate that customers expect rapid response times, with over half wanting replies on the same day or within two hours. Additionally, it highlights tools and strategies for businesses to effectively engage with customers through social media, including monitoring mentions and utilizing customer support software.
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Social Customer Service 2014 - How Social Media is transforming Customer Service
- 1. Social Customer Service 2014 How Social Media is transforming Customer Service - Expectations & Chances
- 2. http://www.swat.io Social Media forTeams! Presented by SWAT.IO…
- 3. Online Customer Support- What do customers expect? - Support on Phone (toll-free) - Support on Website - “Live Help” - Click-to-Call, Click-to-Chat - Support on Social Media Channels
- 4. Consumer Views of“Live Help” Online 2012 - A Global Perspective Consumer Research Study comissioned by Oracle, March 2012 3.111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, China), 18 years or older. Source: http://www.oracle.com/us/corporate/press/1627424
- 5. “What types ofinformation are most important to you when connecting with brands via social media channels?
- 6. “Social media hasbeen added to the list of consumer expectations for access to live support. Consumers expect more than marketing and promotions at social media sites; they want direct access to product experts and service representatives.” Consumer Reserch Study 2012, Oracle
- 7. Customer Support onSocial Media - What reaction-time do customers expect? ?
- 9. Customer Support onSocial Media - What reaction-time do customers expect? <4 Days?
- 10. Same Day? Customer Supporton Social Media - What reaction-time do customers expect?
- 11. 2 Hours? Customer Supporton Social Media - What reaction-time do customers expect?
- 12. 30 Minutes! Customer Supporton Social Media - What reaction-time do customers expect?
- 13. How fast doyou expect a company to respond when you ask a question or post a message at their Facebook page? 51% expect same-day, 29% <2 hours response!
- 14. How fast doyou expect a response when you post a question or complaint via Twitter? ! 81% expect same-day, 53% <2 hours response!
- 16. The Great SocialCustomer Service Race: Top Brands Compete in a Social Response Test, January 2013 14 Global Brands, 280 Tweets, 26 Days Source: http://csi.softwareadvice.com/the-great-social-customer-service-race-1212
- 18. Common problem: Delayedresponse due to complicated internal routing & finding of solution!
- 20. Every customer servicerequest is a great marketing opportunity!
- 22. Be polite! Ifa customer thanks for your help, respond “you’re welcome!”
- 24. Customers not always@-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!
- 25. Customers not always@-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!
- 26. Tools for SocialCustomer Support Some Free & Premium (SaaS)-Solutions for a One-Man-Army...
- 27. Live-Chat / Live-Support http://www.olark.com,https://www.zopim.com,http://www.userlike.de
- 28. Live-Chat / Live-Support http://www.olark.com,https://www.zopim.com,http://www.userlike.de
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- 31. Google Alerts +Feeds http://www.google.com/alerts
- 32. Twitter Search +Feeds http://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
- 33. Dashboard f. Alerts,Search & Feeds http://feedly.com
- 34. Monitor your FacebookPages http://hyperalerts.no - Warning: Notifications are significantly delayed!
- 35. Monitor your FacebookPages http://hyperalerts.no - Warning: Notifications are significantly delayed!
- 36. Monitor the (Social)Web http://radian6.com
- 37. Swat.io - SocialMedia for Teams! Our Social Media Management Solution for Agencies & Enterprises!
- 38. die.socialisten.at social network development swat.io social-mediaworkflows and ticketing Ticketing & Customer Support The team gets notified of any community activity, like comments, replies, retweets, private messages etc. with email alert. Members can assign tickets to others, discuss internally & react with a great & timely response - never “forget” to answer a post again! Plus: Comment Templates, Fulltext Search, Tagging
- 39. die.socialisten.at social network development swat.io social-mediaworkflows and ticketing Content Planning & Publishing The whole team – including agency and clients – plans and schedules future postings together on the calendar. Clear responsibilities allow approval processes and internal discussions. Supports: Facebook, Instagram ,Twitter, Google+, Wordpress!
- 40. die.socialisten.at social network development swat.io social-mediaworkflows and ticketing Statistics & Insights The most important numbers for all your channels in one place - Growth, Reach, Engagement, Clicks (CTR) Plus: Insights on Post-, Channel- & Community-level! (What posts performed best, what community members are most engaged etc.)
- 41. http://www.swat.io Start your 30-DaysFree Trial Today! Interested?
- 42.