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Social Customer Support#MNHamburg, 17. Juni 2013
die.socialisten.atsocial network development
Über: Die Socialisten“Die Socialisten” sind eine Wiener Social Software-Agentur, die sich seit 2007 auf die Konzeption und Umsetzung von Applikationen und Marketing-Lösungen auf Social Web Plattformen wie Facebook konzentriert.
Seither wurden weit über 100 Brand-Pages und -Apps erfolgreich umgesetzt. Zu den Kunden zählen Red Bull, Axel Springer/Bild.de, Krone Multimedia, ATV und Hitradio Ö3.
"Die Socialisten" wurden als erste österreichische Agentur im offiziellen "Facebook Preferred Marketing Developer"-Programm in den Bereichen Apps & Pages gelistet.
http://die.socialisten.at | http://facebook.com/diesocialisten
Online Customer Support -What do customers expect? - Support on Phone (toll-free)
- Support on Website - “Live Help” - Click-to-Call, Click-to-Chat
- Support on Social Media Channels
Consumer Views of Live Help Online 2012 - A Global PerspectiveConsumer Research Study comissioned by Oracle, March 2012
3.111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico, China), 18 years or older.
Source: http://www.oracle.com/us/corporate/press/1627424
“What types of information are most important to you when connecting with brands via social media channels?
“Social media has been added to the list of consumer expectations for access to live support. Consumers expect more than marketing and promotions at social media sites; they want direct access to product experts and service representatives.”
Consumer Reserch Study 2012, Oracle
Customer Support on Social Media -What reacton-time do customers expect?
?
Customer Support on Social Media -What reacton-time do customers expect?
<4 Days
Customer Support on Social Media -What reacton-time do customers expect?
Same Day
Customer Support on Social Media -What reacton-time do customers expect?
2 Hours
Customer Support on Social Media -What reacton-time do customers expect?
30 Minutes!
How fast do you expect a company to respond when you ask a question or post a message at their Facebook page?
51% expect same-day, 29% <2 hours response!
How fast do you expect a response when you post a question or complaint via Twitter?
81% expect same-day, 53% < 2hours response!
The Great Social Customer Service Race:Top Brands Compete in a Social Response Test, January 2013
14 Global Brands, 280 Tweets, 26 Days
Source: http://csi.softwareadvice.com/the-great-social-customer-service-race-1212
Common problem: Delayed response due to complicated internal routing & finding of solution!
Every customer service request is a great marketing opportunity!
Be polite! If a customer thanks for your help, respond “you’re welcome!”
Customers not always @-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!
Customers not always @-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!
Tools for Social Customer SupportSome Free & Premium (SaaS)-Solutions for a One-Man-Army...
Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de
Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de
User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com
User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com
Google Alerts + Feedshttp://www.google.com/alerts
Twitter Search + Feedshttp://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/
Dashboard f. Alerts, Search & Feedshttp://feedly.com
Monitor your Facebook Pageshttp://hyperalerts.no
Monitor your Facebook Pageshttp://hyperalerts.no
Monitor your Facebook Pageshttp://shitstormalarm.io
Monitor your Facebook Pageshttp://shitstormalarm.io
Monitor the (Social) Webhttp://radian6.com
Tools for Social Customer SupportFor Agencies & In-house Teams
Tools for Social Customer SupportChallenges for Agencies & In-house Teams:
- Many people / departments involved - Customer Support, Community Manager, Marketing!
- Agency/In-house-Complexity
- Delayed Response, Routing by email
- Missed requests, missed Opportunities
Tools for Social Customer SupportSocial Customer Support Workflow makes sure...
- You never miss a comment/posting on your social channels
- You track your brand/keywords tightly
- Requests are routed to the best matching employee...
- ...weither In-house or at the agency
Social Customer Support Tools - Ticketinghttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
Social Customer Support Tools - Contenthttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
Social Customer Support Tools - Insightshttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com
Michael Kamleitner, Die Socialisten Let’s connect!
michael.kamleitner@socialisten.athttp://facebook.com/diesocialistenhttp://twitter.com/diesocialisten
http://www.swat.io - Free 30 Trial!
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