Social Media Customer Service 101

CUSTOMER SERVICE 101 SOCIAL MEDIA 17% of people expect to be able to use social media for customer service inquiries. Twitter receives 59.3% of social DID YOU KNOW media-based questions and complaints, and Facebook receives 40.7%. LACK OF RESPONSE 59% of questions and complaints Look for questions and complaints - THE FAIL remember to search for on Twitter went unanswered on average across all industries. them with or without the "@" symbol. THE FIX Then treat and track the requests just like those in other platforms. THE BEST SOLUTION Use software that re-routes a Twitter message (based on brand name with and without "@") to a staff back-up if it goes unanswered within a certain time-frame. SPEED OF RESPONSE Create a dedicated customer service handle. Within an hour of posting a product or service complaint on Twitter, 72% of customers Handles have been shown to improve response time by 43%, double (if not more than) the total rate of response, and de-clutter brands' main pages. THE FAIL THE FIX expect a response. 42% expect answers to questions within the hour. Over a million people view tweets about customer service experiences weekly, roughly 80% of which are critical or negative in nature. POOR RESPONSE Only 36% of customers Dedicate a part of your report having their problems effectively solved via social media in a timely manner. THE FAIL customer service team to THE FIX social media. Though 99% of brands are on Twitter, only 30% dedicate a part of their 65% of businesses customer service team to it. report that they do not have a dedicated social media team. DID YOU KNOW THE BEST Build a dedicated social media team, then track and monitor the response times and messages. SOLUTION SOURCES: https://econsultancy.com/blog/63750-72-of-customers-expect-complaints-on-twitter-to-be-answered-in-one-hour/ http://www.convinceandconvert.com/social-media-research/ http://www.helpscout.net/75-customer-service-facts-quotes-statistics/ http://web.ragan.com/raganforms/Structuring_A_Social_Media_Team.pdf http://www.sentimentmetrics.com/blog/2013/05/28/15-social-customer-service-statistics/ http://www.socialmediaexaminer.com/exceptional-customer-service-on-twitter/ west