Webinar Customer Service through Social Media

In this webinar you’ll learn:

• Customer Service Top Challenges • Customer Service Best Practices in Social Media • How to Provide Smarter Customer Service

“New technologies have put customers in the driver’s seat of the marketplace, giving them the power to make your brand “sink or swim” in the digital age.”

Connect with Your Customers in a Whole New Way

SNA

Terminal

Mainframe

LAN / WAN

Client

Server

LAN / WAN

Client

Server

Thousands customer interactionsconnected thingsBillions Trillions

LTE

Mobile

Cloud

Millions

THE AGE OF THE CUSTOMER

YOUR CUSTOMERS WANT SERVICE ON THEIR TERMS

POLL

This is a critical time in customer service, as leaders reimagine the service department’s role in the business. They’re taking it from a cost center to a strategic growth engine.

Today, the Service department needs to be responsible for delivering service that not only solves a problem, but delivers an intelligent, 1:1 conversational service experience that encourages customers to choose your company over the competition.

• Save 22% in service costs

• Increase agent productivity 28%

• Solve cases 31% faster

• Increase customer satisfaction by 35%

When customer service is done right, the business benefits:

Fuente: Salesforce Customer Relationship Survey

SERVICE CHALLENGES

POLL

Customers want conversations that are smart, instant, and highly relevant, without sounding like the agent is reading off a script. Looking towards the future of c u s t o m e r e n g a g e m e n t , i n t e l l i g e n t conversat iona l se rv ice i s the new battleground and the best way to help companies win new customers.

People love messaging and texting because it’s conversational. And guess what? Customers want to have these same, simple conversations with companies — whether it’s over the phone, via text, on a messaging

app, or through social media.

WHAT’S STOPPING COMPANIES FROM D E L I V E R I N G T H E S E K I N D O F CONVERSATIONS TO CUSTOMERS?

• Companies have tons of customer data, but can’t leverage that data to keep up with the customer’s expectations for instant and personalized service on every channel.

• Agents and managers are bogged down with tedious tasks that could be automated, leading to long case resolution times and high employee turnover.

• On-premise and inflexible technology means service organizations aren’t connecting with customers the way the customer wants.

• Artificial intelligence is permeating business, but customer service teams don’t know how to make the most of this new technology.

• 70% of consumers agree that technology has made it easier than

ever to take their business elsewhere.

• 83% of business buyers say that tech has kept their company more

informed about product choices than ever before.

• 79% of business buyers say it’s absolutely critical or very important

to have a sales rep that serves as a trusted advisor.

Key findings about the connected customer:

• By 2020, 79% of millennial consumers expect smart/connected

home technology will have an impact on their personal lives.

• By 2020, 75% of business buyers expect companies to anticipate

their needs and make relevant suggestions.

Key findings about the connected customer:

THE ULTIMATE CHALLENGE:

• Expectation • Experience

CUSTOMER EXPECTATION

A s d i s r u p t i v e c o m p a n i e s l e v e r a g e breakthroughs in cloud, mobile, social, and artificial intelligence technology to deliver personalized, valuable, and immediate experiences, customers have more choices than ever.

As a result, they grow to expect this superior experience from any business they engage with.

AS MILLENNIALS BECOME MORE POWERFUL IN THE MARKETPLACE, THIS ISSUE WILL ONLY BECOME MORE P R E S S I N G . 6 6 % O F MILLENNIALS EXPECT REAL-T I M E R E S P O N S E S A N D INTERACTIONS.

CUSTOMERS EXPECT

CONSISTENCY.

CUSTOMER EXPERIENCE

There are four core elements of the new baseline customer experience:

• immediacy • personalization • consistency • anticipation

CUSTOMERS EXPECT TO BE

TREATED LIKE A HUMAN, NOT A

NUMBER.

CUSTOMER SERVICE BEST PRACTICES IN SOCIAL

MEDIA

THE BEAUT Y OF SOCIAL MEDIA IS DISTINGUISHED BY YOUR ABILITY TO ADOPT A UNIQUE VOICE, TONE, AND APPROACH THAT SUITS YOUR BRAND AND CUSTOMERS.

1. SOCIAL LISTENING • Research where people are talking

about you and analyze:

Sentiments Mentions Active Networks Pain Points

• Go beyond Facebook and Twitter. • Listen carefully to influencers in your

industry. • Create a crisis management plan before

it’s too late.

2. 24/7 SOCIAL MEDIA SUPPORT

• Make sure you are actively listening and engaging with your customers on a daily basis.

• Customers use social channels as a way to find solutions, use social media channels to find these answers not just web, email or phone support.

• Answers support questions in real-time.

• Publish all types of useful content to customers - such as help & training links, new release information and notes, YouTube videos of new product features and how-to content that helps new customers learn more about your products and engage faster.

• Use relevant hash tags for content, it makes content easier for your customers to find and reference later.

2. 4/7 SOCIAL MEDIA SUPPORT

BY D E L I V E RI N G T O P I C A L A N D RE L E VA N T CO N T E N T, S W I F T LY ESCALATING EXISTING CASES AS WELL AS PROVIDING AN EFFICIENT CUSTOMER FEEDBACK LOOP TO THE RIGHT PRODUCT TEAMS WE CAN ENSURE OUR CUSTOMERS ARE ALWAYS WOWED, AS WELL AS PROPERLY TAKEN CARE OF.

Quick Responses, Happy Customers!

32% of consumers, who have attempted to contact a brand, product, or company through social media for customer support, expect a response within 30 minutes.

42% of consumers expect resolution within 60 minutes.

It is crucial to determine early on how social support cases will be handled and how you can provide efficient support to your customers.

Source: Jay Baer

Showcase the human side of your brand

• Show your personality when you respond to a customer so they know they are engaging with a real person, rather than a bot using a canned response.

• While responding, keep your tone personal and relaxed, sign with your initials and make them feel the engagement only a real person can provide.

• Customers want a personal connection and we need to convey that loud and clear.

THE BIGGEST PUSH TOWARDS SOCIAL INTERACTION IS HUMANIZING ALL INTERACTIONS.

3. SOCIAL ENGAGEMENT

• Determine your tone. • Don’t always feel compelled to jump in. • Help your customers become experts, too • Respond to negative AND positive

feedback.

SMARTER SERVICE

The Future of Customer Service is Here: Service Cloud Einstein

A predictive experience for

customer service, sales and

marketing.

If you are a service representative, Einstein helps you offer proactive service by identifying cases early and recommending solutions before the customer knows they have a problem.

With AI, your customer service team can actually anticipate a customer’s needs, rather than simply react to them.

The conversation between customer and business is an interaction joined by the data the customer is generating on every digital channel (from smartphones to connected devices to social media), and the solutions the company finds based on that data.

Imagine that the customer doesn’t even have to make a call because the problem has already been solved.

Predictive intelligence can identify customers who are at risk for churn, so that reps can renew or upsell with personalized offers.

Feeling neglected or ignored by a company, or forced to wade through inefficient systems, is a sure way to alienate customers. Companies that fail to apply AI to CRM will seem hopelessly mired in the past.

With Service Cloud Einstein, organizations of all sizes will be able to:

• Resolve customer service cases faster: New recommended case classification automatically defines cases based on user histories and trends. For instance, if a product has a known defect, those cases can be automatically routed with the instructions to agents on how to address the issue.

• Deliver the right answers, with confidence: New recommended responses use case context and history to recommend answers, ensuring customers can quickly get the right responses to their questions.

With Service Cloud Einstein, organizations of all sizes will be able to:

• Empower your team with insights about case resolution times: New predictive close time helps your support team route, escalate and prioritize work by predicting the time needed to resolve an issue. And because of machine learning, Einstein gets smarter over time, helping companies optimize their agent staffing and provide better customer service.

Of employees expect artificial intelligence that automates or assists in work-related activities to have a major or moderate impact on their daily work lives (Salesforce Research)

Q&A

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Doble Group, LLC

Doble Group, LLC is a boutique consulting firm that focuses on improving commercial business results through CRM solutions and the alignment of the organization, its processes and teams for success. We deliver our services through highly customized consulting, training and coaching programs and the world’s #1 CRM technologies.