Social Customer Service

Social Customer Service

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  TALK TO ME CustomersCrave Personalized Customers Crave Personalized Support in a Social World Support in a Social World Customers need more than convenient access to customer service; they need a level of genuine human interaction that drives positive customer experiences. 81% of customer service winners are outperforming their competition, and social media is growing in importance. However, studies still show 92% of interactions are on the phone, and 71% of consumers want to keep it that way. Here’s what they think companies can do better to master the personal touch. customer care is vital 81% fi n is h 68% To gain a new customer l in e To retain existing customer 81% of companies that deliver excellent customer service are outperforming their competition. 68% of defecting customers leave as a result of poor customer service. 2% 7x the cost 10% 10% 30% Increase in company value decrease in company costs Increase in retention Increase in retention Despite this, many companies are not making the most of their customer care capabilities... the social media shift Social media is growing in significance as a customer service channel. 15% increase 62% 29% of consumers prefer online customer service to speaking on the phone. Failure to respond via social media causes a 15% increase to the churn rate for existing customers. of consumers have already used social media for customer service. Despite the growing significance of social media in customer service, many businesses still ignore it. Of the top 50 brands in a 2011 A.T. Kearney Survey: 56% 71% 55% Social media social Media x Customer Complaint form Did not respond to any customers on their Facebook page. of consumer complaints were completely ignored on Twitter. Consumers expect a response to online complaints the same day it is posted. By 2020, over 90% of companies will integrate social media into customer care. contact center is still king Today, customers overwhelmingly still prefer to communicate via telephone. Contact centers handle an average of: 92% 71% of consumers prefer to have a phone conversation 45.4 Billion calls every year of customer service interactions are via telephone However... 85% Are Dissatisfied With Their Phone Experience 72% 60% of customers are willing to pay more for a better experience. Think it takes too long to reach a live agent. 69% Think they are put on hold for too long. 94% Do not like to be transferred more than once on a call. 84% Get frustrated when a rep does not have immediate access to their info. Maintain a human relationship Even though social media continues to gain popularity, it is just a channel. Human interaction and the contact center are still the most efficient and desired way to maintain healthy customer relationships, all it takes is mastering the personal touch. 1 x customer reviews 3 2 Recognize Their Worth Recognize Their Worth Provide Answers 59% live chat of people will explore a new option or brand just to see if they can get a better service experience. x rep: How can i help you today? Understand the Social Shift Understand the Social Shift 4 45% of online consumers will abandon a purchase if they cannot find a quick answer to their problem. Don’t Waste Time Don’t Waste Time 66% 50% of customers say that valuing a customer’s time is the most important aspect of customer service. of customers expect a response to a complaint within one day; social media is an instant line of communication. Create a Huge Effect on Business Create a Huge Effect on Business 73% of Americans have spent more money with companies that provide good customer service. Sources: http://www.sas.com/offices/europe/france/pdf/CEMM_France_Handout_17Apr09.pdf http://www.customerthink.com/blog/consumers_drive_channel_preference_to_achieve_effortless_customer_service http://mashable.com/2012/09/29/social-media-better-customer-service/ http://www.gartner.com/it/page.jsp?id=2101515 http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/ http://dailyinfographic.com/social-customer-service-infographic# http://about.americanexpress.com/news/docs/2011x/AXP_2011_csbar_market.pdf