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Social Customer Support #MNHamburg, 17. Juni 2013

Event #4 - Michael Kamleitner

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Page 1: Event #4 - Michael Kamleitner

Social Customer Support#MNHamburg, 17. Juni 2013

Page 2: Event #4 - Michael Kamleitner

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

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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

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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

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“What types of information are most important to you when connecting with brands via social media channels?

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“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

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Customer Support on Social Media -What reacton-time do customers expect?

?

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Customer Support on Social Media -What reacton-time do customers expect?

<4 Days

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Customer Support on Social Media -What reacton-time do customers expect?

Same Day

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Customer Support on Social Media -What reacton-time do customers expect?

2 Hours

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Customer Support on Social Media -What reacton-time do customers expect?

30 Minutes!

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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!

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How fast do you expect a response when you post a question or complaint via Twitter?

81% expect same-day, 53% < 2hours response!

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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

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Common problem: Delayed response due to complicated internal routing & finding of solution!

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Every customer service request is a great marketing opportunity!

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Be polite! If a customer thanks for your help, respond “you’re welcome!”

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Customers not always @-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!

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Customers not always @-mention your Twitter handle! It’s therefor important to monitor associated keywords/brandnames!

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Tools for Social Customer SupportSome Free & Premium (SaaS)-Solutions for a One-Man-Army...

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Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de

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Live-Chat / Live-Supporthttp://www.olark.com, https://www.zopim.com,http://www.userlike.de

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User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com

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User Feedbackhttps://getsatisfaction.com, https://www.uservoice.com

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Google Alerts + Feedshttp://www.google.com/alerts

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Twitter Search + Feedshttp://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/

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Dashboard f. Alerts, Search & Feedshttp://feedly.com

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Monitor your Facebook Pageshttp://hyperalerts.no

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Monitor your Facebook Pageshttp://hyperalerts.no

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Monitor your Facebook Pageshttp://shitstormalarm.io

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Monitor your Facebook Pageshttp://shitstormalarm.io

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Monitor the (Social) Webhttp://radian6.com

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Tools for Social Customer SupportFor Agencies & In-house Teams

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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

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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

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Social Customer Support Tools - Ticketinghttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com

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Social Customer Support Tools - Contenthttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com

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Social Customer Support Tools - Insightshttp://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com