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Caring for Customers in a Noisy Social World

Fíve9 Iсті Caring for Customers in a NOISY Social World Social media is a noisy place! With over 1.2 billion people on Facebook and over 500 million tweets sent every day, it seems like everything is either being said or done through social media. With all that social noise out there, how can companies of decide what really requires a response? And how can they respond as quickly and efficiently as they do for phone and email? Consumers want social customer care. ALMOST 40% OF CUSTOMERS already use social for customer service Of those that use Twitter, 53% 21% 60%? last used Facebook for a support interaction have tweeted a request for service read a brand's 48% blog watched a support video online 86% If a brand doesn't offer the preferred channel, but still gives good service, say they'd be more satisfied if offered their 47% 'channel of choice', of customers would still move to a including social competitor that gives them both Companies realize that it's critical to support customers via social. Higher customer satisfaction is reported by Over 68% 61% of businesses say social is a necessary service channel that offer social care 55% 58% of companies feel social say social care increases their customer loyalty support is a competitive differentiator Over 38% The risk of negative sentiment going viral can be reduced with social care say think they will lose customers without social support options 35% Yet, 60% of companies are not formally supporting social customer care. Why? Most companies don't feel they have the right resources or tools in place to begin. The BIGGEST 58% 66% 73% 80% challenges that experienced social customer service Eliminating SPAM from Prioritizing Integrating social with Providing customer accurate reporting and analytics teams have are: agent queues responses CRM 53% 63% 68% 74% Routing posts to the correct Arming agents with tools to quickly and effectively solve problems Observing and coaching agents Listening to all the social agent activity It is possible to care for social customers in this noisy social world. ICMI recommends taking the following steps: 1. Listen and identify social 35% engagement opportunities of those without social care have customers asking for it 2. Pick the right technology solution 79% are attempting social care without proper tools 3. Make a plan 69% already use a playbook 50% 4. Identify the right team already have agents assigned to social care 64% 5. Establish a protocol for responding set expectations for response times on Twitter or Facebook 6. Monitor, measure and optimize 48% measure social care based on standard satisfaction KPIS FIND OUT MORE ABOUT SOCIAL CARE SOLUTIONS BY VISITING WWW.FIVE9.COM In Q1 of 2014, The International Customer Management Institute (ICMI) and Five9 surveyed 408 members of the contact center community. We were interested to compare the preferences of contact center leaders as social media users, against their behaviors as providers of social customer service. Complete results can be found in the accompanying research report and whitepaper available on icmi.com. Fíve9 Iст

Caring for Customers in a Noisy Social World

shared by Five9 on May 13
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In a survey on the preferences and behaviors of social media customer service, Five9 and ICMI found that while more than 68% of businesses recognize social media as a necessary service channel, 60% of...

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