Post on 18-Jan-2015
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The twelve days of Social Customer Service
#12daysofsocial
believe companies should offer customer support on their profiles
customers expect to receive assistance within 5 minutes of reaching out to the company
Having a team of dedicated agents in place ensures you can meet customer expectation and deliver real customer service within your social channels.
#12daysofsocial
Having a social team embedded within your brand’s contact centre gives you the powerful opportunity to delight
customers in real-time. A simple way to understand the issues customers are bringing to social media is to review and
categorise one week’s Tweets and comments.
#12daysofsocial
Delivering a consistent brand voice is top priority for many marketers on social channels.
Whether you have
social agents, each person should reflect the brand’s personality through their engagement with customers.
#12daysofsocial
Social Customer Service agents should be able to handle most service issues. But for issues requiring specialist help or a sensitive response, ensure you have a clear escalation process and guidelines set up.
#12daysofsocial
If something goes wrong in the run up to Christmas – products go out of stock, your website crashes – an outcry on social media is almost guaranteed. Ensure your social media team has a direct connection to corporate communications and a plan for how to react.
#12daysofsocial
Set expectations for when you will be providing Social Customer Service.Ensure that customers are aware of your hours of operation and the types of issues that can be dealt with on your social channels. Not giving this information can cause confusion for customers, and potentially increase the risk of issues spiralling out of control.
#12daysofsocial
Our research shows that Tweet volume for major retailers can increase by up to a quarter in the period before Christmas. Ensure you are ready with back-up resources to cope with the flood of customer comments and queries.
#12daysofsocial
A recent survey by Edison Research shows that 42% of consumers complaining via social media expect a response within 60 minutes.
There can be a lot of noise on your social channels, especially if you are delivering effective marketing campaigns. It’s important to identify real customer service issues to ensure they get a quick response. Failing at this not only risks upsetting the customer, but also increases the chance that it could turn into a bigger and more public issue.
#12daysofsocial
We recently compared 40,000 Tweets of major retail brands to understand how customer complaints are moved from social media to
traditional channels including phone and email. 14% of deflected Tweets were from customers who were experiencing problems in-
store.
80% of UK users access Twitter via a mobile device
1 in 4 use Twitter while shopping
#12daysofsocial
Social provides a first alert when customers voice concerns about large-scale issues including webpage outages or promotion failures. Improve customer satisfaction by joining the conversation to take action and instantly gain valuable business insights.
#12daysofsocial
Customers will spend 21% more if they receive good customer service via social media
Surprise and delight your customers by calling out to them when they indirectly mention you or use terms related to your brand. Proactive outreach on Twitter provides an unprecedented way for brands to directly advise consumers on purchasing decisions without seeming sales-y.
of those helped via social customer service return as a customer in the future.
#12daysofsocial
Key to scaling up your social customer service operation and to ensuring efficient communication between departments is a playbook outlining how your company delivers Social Customer Service – developed with input from customer service, marketing and corporate communications.
#12daysofsocial
Thank you.
@conversocialrob@conversocial.com
#12daysofsocial