Social Media Customer Care Report - Social Pulse™

A snapshot of Australian SOCIAL CUSTOMER CARE Brought to you by Social PulseM - www.socialpulse.co Over 20% of Australians have used social media to complain about a service or product, and 10% have used it to look for assistance when resolving an issue. In just one month', Australia's leading businesses have: Received Responded to Average of 693,606 84.7% 26mins queries of them response time BUSY & FAST ((g) Telcos led the way: 442,147 posts received • 97.5% response rate • 3 mins average response time BUT OTHER INDUSTRIES ARE ALSO BUSY Average Response Time Industry Sum of Posts Response Retail (Combined) 61,563 90.3% 53 Banks & Financial 11,908 81.0% 54 Instituions Airlines, Travel & Tourism 29,088 80.7% 54 SOCIAL PULSE WHAT CUSTOMERS WANT According to research conducted in the UK?, the expected response time for digital customer queries is rapidly shrinking. More than half of respondents expect an answer to a Facebook query within 24 hours. Expected Consumer Response Time 10 mins 6% 1 hr 17% 24 hrs 42% 72 hrs 18% 1 week 9% SOCIAL PULSE 28 days 9% RISK OR OPPORTUNITY? Telstra uses social media to lift their customer service game3. Telstra 24x7 • 301,009 posts received • 97% response rate • 1 minute average 66 If we get an inquiry on Facebook and resolve their issue, then thousands of people watch us do so, and that is a unique opportunity. 9 Gerd Schenkel, Head of Telstra Digital, The Australian Financial Review3 66 With massive penetration of social media channels, particularly Facebook in Australia, 'channel bouncing' is becoming the norm for consumers. There is a real need for companies to facilitate consumer interaction across multiple channels. 99 Lucio Ribeiro, MD Social PulseTM To view more data and see where your brand ranks when it comes to social customer service: Download the Social Customer Care Report at www.socialpulse.co/socialcustomercare Sources: 1. Social Pulse, Social Customer Care Report October 2013 (September 2013 data) – https://socialpulse.co/socialcustomercare 2. IAB UK, Lightspeed Research, UK Data - http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf 3. The Australian Financial Review, "Telstra, Target use social media to lift game" – http://www.afr.com/p/technology/telstra_target_use_social_media_101PBGGFIJ3TEKY300JMQI SOCIALI. PULSEI www.socialpulse.co Simple social media analytics that matter