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What is Social Media Customer Service?


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What is Social Media Customer Service?

  1. 1. What isSocial MediaCustomer Service?
  2. 2. 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
  3. 3. Why should I evenprovide Social Care?Does it matter?
  4. 4. 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”
  5. 5. Section Divider StyleWhy ignore 79% ofcomplaints whenit is easy to start aconversation?
  6. 6. Section Divider StyleTwitter Example
  7. 7. Section Divider StyleIt’s simple.Customers wantto know they havebeen 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. 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 revenue
  18. 18. 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.
  19. 19. Section Divider StyleAuthority Software3CRM technology suite to accesscustomer data can drive logic-baseddecision making and increaseoperational efficiencies to deliver aconsistent world class customerexperience.
  20. 20. Section Divider StyleGetSatisfaction4A customer engagement platform thathelps companies build betterrelationships with their customers andprospects, through the use of customercommunities for social support, socialmarketing & customer feedback
  21. 21. Need resources? Checkout our ongoing SocialMedia CustomerService research list
  22. 22. For More Information &Upcoming EventsFollow: @StratusCXMVisit: