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Social customer serviceTHE RISE OF MESSAGING AS A SUPPORT CHANNEL

3 in 4 Internet users use messaging apps

Live chat for service yields

Is fastIs fast Provides one-on-one interaction

Provides one-on-one interaction

Gives websites a voice to answer customer questions

Gives websites a voice to answer customer questions

Customer service through messaging:

92% customer satisfaction

THE ADVANTAGES OF SOCIAL CUSTOMER service

Customer service + live chat =

Convenient PrivatePersonal

· Real-time service

· Gives control to the customer

· Allows for multi-tasking

· One-on-one communication

· Representatives are engaged

· Opportunity for troubleshooting

· Can’t be overheard

· Secure

Follow the link for more socialcustomer service advantages

A big thumbs up to brands that want to chat with me

BUSINESS BENEFITS OF SOCIAL CUSTOMER service

Can be used internally for· Building rapport

· Sharing knowledge

· Building brand culture

Provides instant access to your brand· Nurture meaningful connections

· Provide the right answer at the right time

· Resolve, track and follow up on issues

Creates value· Cost efficient

· Representatives can help multiple people at once

· Creates opportunity to collect customer data

· Increases sales 1 in 3 are more likely to buy after messaging

Read more on how brands can benefit from social customer service

PRINCIPLES AND BEST PRACTICES

A gold star for social customer service

Prepare for busy times· Boost staff during peak times

· Ensure your IT system is equipped to handle high messaging volumes

Include messaging records in your CRM

Train staff on:· Where to find accurate answers

· How to use chat system features

· How to write for chat

· When to use canned versus free-form responses

· How to uncover customer needs

Commit to continuous improvement

Learn more about mastering social customer service

I'm so glad we chatted

FOLLOW THESE GUIDELINES FOR A SEAMLESS CHAT EXPERIENCE

Timing is everything· Respond in 30 seconds or less

· Check in with unresponsive customers after 2 minutes

To Script? Or not to script?· Know when to bypass the script· Personalize every experience

First things first

· Answer questions

directly

· Provide the most important

information first

Assist above all else· Avoid promotional verbiage

· Don’t sell· Don’t rush

The 3 E’s of attitude

EmpathyEnergyEngaged

Proactively communicate

Initiate chat with struggling customers

Let customers know if they’ll be put on hold or transferred

Ask before sending a URL

Follow the link for more on creating a seamless chat experience

Social customer service can delight customers and create value—both worthwhile investments in your brand.

Infographic created by www.4imprint.com, based on the Social customer service Blue Paper®. Download Blue Paper at: http://info.4imprint.com/blue-paper/social-customer-service/

Sources:

1. “6 Ways to Enhance Customer Support with IM.” ClickDesk Blog. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.

2. Anderson, Meghan Keaney. “Why We're Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <http://blog.hubspot.com/marketing/messaging-apps>.

3. Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <http://liveperson.com/aspire/connected-customer/posts/messaging-new-age-customer-service>.

4. Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.

5. “”Chat Etiquette” for Better Digital Customer Service.” TELUS International. TELUS International, 08 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/chat-etiquette-for-better-digital-customer-service/>.

6. “Customer Service Trends | 10 Trends in Customer Care 2015.” WDS. WDS, A Xerox Company, 15 Feb. 2015. Web. 10 Feb. 2016. <http://www.wds.co/10-trends-2015/>.

7. Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <http://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.

8. Patil, Arun. “North America Text Analytics Market Is Expected to Reach a Value of $1,995.8 Million by 2019 According to New Research Report.” WhaTech. WhaTech, 21 Oct. 2015. Web. 11 Nov. 2015. <https://www.whatech.com/market-research/it/102919-north-america-text-analytics-market-is-expected-to-reach-a-value-of-1-995-8-million-by-2019-according-to-new-research-report>.

9. “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.

10 “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.

You may reproduce and distribute this infographic in its entirety. You may not create derivative works. (Licensed under the Creative Commons: http://creativecommons.org/licenses/by-nd/3.0/)

www.4imprint.com

Social customer serviceTHE RISE OF MESSAGING AS A SUPPORT CHANNEL

3 in 4 Internet users use messaging apps

Live chat for service yields

Is fastIs fast Provides one-on-one interaction

Provides one-on-one interaction

Gives websites a voice to answer customer questions

Gives websites a voice to answer customer questions

Customer service through messaging:

92% customer satisfaction

THE ADVANTAGES OF SOCIAL CUSTOMER service

Customer service + live chat =

Convenient PrivatePersonal

· Real-time service

· Gives control to the customer

· Allows for multi-tasking

· One-on-one communication

· Representatives are engaged

· Opportunity for troubleshooting

· Can’t be overheard

· Secure

Follow the link for more socialcustomer service advantages

A big thumbs up to brands that want to chat with me

BUSINESS BENEFITS OF SOCIAL CUSTOMER service

Can be used internally for· Building rapport

· Sharing knowledge

· Building brand culture

Provides instant access to your brand· Nurture meaningful connections

· Provide the right answer at the right time

· Resolve, track and follow up on issues

Creates value· Cost efficient

· Representatives can help multiple people at once

· Creates opportunity to collect customer data

· Increases sales 1 in 3 are more likely to buy after messaging

Read more on how brands can benefit from social customer service

PRINCIPLES AND BEST PRACTICES

A gold star for social customer service

Prepare for busy times· Boost staff during peak times

· Ensure your IT system is equipped to handle high messaging volumes

Include messaging records in your CRM

Train staff on:· Where to find accurate answers

· How to use chat system features

· How to write for chat

· When to use canned versus free-form responses

· How to uncover customer needs

Commit to continuous improvement

Learn more about mastering social customer service

I'm so glad we chatted

FOLLOW THESE GUIDELINES FOR A SEAMLESS CHAT EXPERIENCE

Timing is everything· Respond in 30 seconds or less

· Check in with unresponsive customers after 2 minutes

To Script? Or not to script?· Know when to bypass the script· Personalize every experience

First things first

· Answer questions

directly

· Provide the most important

information first

Assist above all else· Avoid promotional verbiage

· Don’t sell· Don’t rush

The 3 E’s of attitude

EmpathyEnergyEngaged

Proactively communicate

Initiate chat with struggling customers

Let customers know if they’ll be put on hold or transferred

Ask before sending a URL

Follow the link for more on creating a seamless chat experience

Social customer service can delight customers and create value—both worthwhile investments in your brand.

Infographic created by www.4imprint.com, based on the Social customer service Blue Paper®. Download Blue Paper at: http://info.4imprint.com/blue-paper/social-customer-service/

Sources:

1. “6 Ways to Enhance Customer Support with IM.” ClickDesk Blog. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.

2. Anderson, Meghan Keaney. “Why We're Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <http://blog.hubspot.com/marketing/messaging-apps>.

3. Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <http://liveperson.com/aspire/connected-customer/posts/messaging-new-age-customer-service>.

4. Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.

5. “”Chat Etiquette” for Better Digital Customer Service.” TELUS International. TELUS International, 08 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/chat-etiquette-for-better-digital-customer-service/>.

6. “Customer Service Trends | 10 Trends in Customer Care 2015.” WDS. WDS, A Xerox Company, 15 Feb. 2015. Web. 10 Feb. 2016. <http://www.wds.co/10-trends-2015/>.

7. Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <http://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.

8. Patil, Arun. “North America Text Analytics Market Is Expected to Reach a Value of $1,995.8 Million by 2019 According to New Research Report.” WhaTech. WhaTech, 21 Oct. 2015. Web. 11 Nov. 2015. <https://www.whatech.com/market-research/it/102919-north-america-text-analytics-market-is-expected-to-reach-a-value-of-1-995-8-million-by-2019-according-to-new-research-report>.

9. “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.

10 “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.

You may reproduce and distribute this infographic in its entirety. You may not create derivative works. (Licensed under the Creative Commons: http://creativecommons.org/licenses/by-nd/3.0/)

www.4imprint.com