Customer Service In Social Media

@SALLYCUSTOMER: WE ARE VERY SORRY, HOW CAN WE FIX THIS? #CUSTOMER SERVICE IN SOCIAL MEDIA 2:37AM Nov 20th via Web Reply Retweet Oops_a_daisy John Helper CUSTOMER SERVICE IS GOING SOCIAL About By the end of 2012 80% n 71% of those who have positive 47° of social media users of companies plan to use social media for customer service. customer service through social media "actively seek" cụstomer servicé through social media recommend the brand 30% say they prefer that method to the traditional phone call. Customers who engage with companies via social media spend 20%- 40% Nearly Frequencies that social care users reach out to a brand/company more money with those companies 1/3RD turn to branded social pages on Facebook to ask product questions 51% 0Z "of customers have already used social media for customer service issues 31% 5570 of consumers expect a response the same day to an online complaint More than 10% turn to branded Twitter handles for product information 10% daily weekly monthly DO SOCIAL NETWORKS INFLUENCE YOUR PURCHASE DECISIONS? 23.1 MILLION discover new brands through social media Last year UP FROM 18 MIL. (IN 2010) 32 0% of americans said that social networks influenced their buying decisions 22.5 MILLION use social media to learn about unfamiliar brands UP FROM 20.5 MIL. IN 2010) BUT THIS YEAR are strongly influenced in their purchase decisions 64 17.8 MILLION by opinions in social media Unof americans said that social influenced their buying decisions networks UP FROM 14.4 MIL. CIN 2010) 15.1 MILLION refer to social media before making purchase decisions 47% UP FROM 10.7 MIL. CIN 2010) of repondants said that SOCIAL CUSTOMER SERVICE IN SPECIFIC INDUSTRIES facebook has the greatest impact on their purchases of repondants 76% went online looking for information on health insurers this past year HEALTH INSURANCE RETAIL of those say that their social media friend's comments influenced their opinion about health insurance 21% Poor customer service results in lost sales. out of CABLE/ TELCO Time warner launched @comcastcares on twitter in 2010. surveyed said they did not make a purchase because of poor customer service. With more than a team of more than TOP RETAILERS: facebook FANS- it's become the gold standard in online customer support Walmart * 25.5 MILLION O TARGET 21 MILLION followers VICTORIA'S SECRET 20.4 MILLION UTILITIES TOP RETAILERS: twitter FOLLOWERS- VICTORIA'S SECRET 1.5 MILLION By the end of 2017, more than utility customers worldwide will use some form of social media to URBAN QUTFITTERS 612,280 624 MILLION engage with their electricity providers. O TARGET 492, 181 Learn more about how ClickSoftware can HELP YOUR BUSINESS ÎMPROVE V. ClickSoftware CUSTOMER SERVICE WHILE LOWERING COSTS. presented by Making Service Click Download the free business paper: clicksoftware.com/happy-customers Sources: http://www.jeffbullas.com/2012/09/18/3-case-studies-of-social-media-customer-service-done-right/ http://foreword.mbsbooks.com/?p-4933 http://www.renegadecommunications.com/spark-tank/four-essential-benefits-of-social-in-cable http://www.openforum.com/articles/great-examples-of-customer-care-via-social-media/ http://www.twcableuntangled.com/2010/04/how-to-use-social-media-to-complain-to-your-cable-companyisp/ http://mashable.com/2012/09/29/social-media-better-customer-service/ http://www.cmswire.com/cms/customer-experience/providing-exceptional-customer-service-through-social-media-015425.php http://www.bizreport.com/2012/10/study-shoppers-want-customer-service-through-social-media.html# http://nmincite.com/revolutionizing-customer-service-with-social-media-part-1/ http://www.nooga.com/155660/does-social-media-influence-purchasing-decisions/ http://www.knowledgenetworks.com/news/releases/2011/061411_social-media.html http://www.capstrat.com/insights/blog/engaging-utility-customers-through-social-media/ http://www.accenture.com/SiteCollectionDocuments/PDF/Accenture-7-Things-Health-Insurance-Customers-Not-Telling-You.pdf#zoom-50 DEVELOPED BY NOWSOURCING