What is Social Media Customer Service?

Social media customer service is the act of providing customer support in social media channels. Social media makes up a few channels in a complete multichannel strategy Channels can include Twitter, Facebook, knowledge bases, forums and review sites

Social Media Customer Service

Why should I even provide Social Care?

Does it matter?

Scorned consumers tell facebook friends, twitter followers, and leave poor online reviews

79% 21%of consumers who shared complaints about poor customer experience online were ignored.

of consumers whose complaints were

address reacted positively; 22% posted a positive comment about the organization

Slide via Right Now “2011 Customer Experience Impact Report” http://www.slideshare.net/RightNow/2011-customer-experience-impact-report

Section Divider StyleWhy ignore 79% of complaints when it is easy to start a conversation?

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Twitter Example

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It’s simple. Customers want to know they have been heard & you are there to help

But unliketraditional customer service, social media can create “service marketing”

1 mention about a positiveexperience reaches millions. Example: Southwest Airlines Facebook

And there is an even BIGGER data opportunity

Call center data does not always report the true customer experience. In fact, the difference between the call center and customer data online can be dramatically different

The social web, allows you to create customer segments & profiles based on their public data

This is REAL DATA pulled from Facebook Graph API

Justin is 28 years old, went to college, is in a relationship, works in insurance, lives in Miami, has 700 friends, likes Miami Marlins,Jay-Z, Miller Light, Mitt Romney, travelled to Europe, speaks Spanish, has an iPhone.

Has interacted, via facebook, 2 times regarding a product issue

If that last slide didn’t open up your eyes, you need to retire or close shop

3But don’t worry, you don’t have to do this alone. There are apps to help

Just a few to mention•SocialStrategy1•TwitSpark•Authority Software•GetSatisfaction•ZenDesk

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SocialStrategy11

A social media workflow, listening & data analysis platform can help you identify where your customers are, what they think about your brand, what their interests are and how to define a strategy that increases revenue

http://socialstrategy1.com

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Twitspark2

A high volume social customer engagement and crisis management tool that enables your team to efficiently engage with not some, but all of your customers via Twitter.

http://twitspark.com

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Authority Software3

CRM technology suite to access customer data can drive logic-based decision making and increase operational efficiencies to deliver a consistent world class customer experience.

http://authoritysoftware.com

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GetSatisfaction4

A customer engagement platform that helps companies build better relationships with their customers and prospects, through the use of customer communities for social support, social marketing & customer feedback

http://getsatisfaction.com

Need resources? Check out our ongoing Social Media Customer Service research list

http://bit.ly/SNEevc

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