Social media customer service is the act of providingcustomer support in social media channels. Socialmedia makes up a few channels in a completemultichannel strategyChannels can include Twitter, Facebook, knowledgebases, forums and review sitesSocial Media Customer Service
Why should I evenprovide Social Care?Does it matter?
Scorned consumers tellfacebook friends, twitterfollowers, and leave pooronline reviews79% 21%of consumers who shared complaintsabout poor customer experience onlinewere ignored.of consumers whose complaints wereaddress reacted positively; 22%posted a positive comment about theorganizationSlide via Right Now “2011 Customer Experience Impact Report”http://www.slideshare.net/RightNow/2011-customer-experience-impact-report
Section Divider StyleWhy ignore 79% ofcomplaints whenit is easy to start aconversation?
Call center data does notalways report the truecustomer experience. Infact, the difference betweenthe call center and customerdata online can bedramatically different
The social web,allows you to createcustomer segments& profiles based ontheir public data
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
If that last slidedidn’t open up youreyes, you need toretire or close shop
3But don’t worry,you don’t have todo this alone. Thereare apps to help
Just a few to mention• SocialStrategy1• TwitSpark• Authority Software• GetSatisfaction• ZenDesk
Section Divider StyleSocialStrategy11A social media workflow, listening &data analysis platform can help youidentify where your customers are,what they think about your brand, whattheir interests are and how to define astrategy that increases revenuehttp://socialstrategy1.com
Section Divider StyleTwitspark2A high volume social customerengagement and crisis managementtool that enables your team toefficiently engage with not some, but allof your customers via Twitter.http://twitspark.com
Section Divider StyleAuthority Software3CRM technology suite to accesscustomer data can drive logic-baseddecision making and increaseoperational efficiencies to deliver aconsistent world class customerexperience.http://authoritysoftware.com
Section Divider StyleGetSatisfaction4A customer engagement platform thathelps companies build betterrelationships with their customers andprospects, through the use of customercommunities for social support, socialmarketing & customer feedbackhttp://getsatisfaction.com
Need resources? Checkout our ongoing SocialMedia CustomerService research listhttp://bit.ly/SNEevc
For More Information &Upcoming EventsFollow: @StratusCXMVisit: StratusContactSolutions.com