Social Customer Service

Are Dissatisfied With Their Phone Experience

Get frustrated when a rep does not have immediate access to

their info.

Do not like to be transferred more

than once on a call.

Think they are put on hold for too long.

Think it takes too long to reach a live

agent.

customer care is vitalcustomer care is vital

contact center is still king contact center is still king

the social media shiftthe social media shift

Maintain a human relationshipMaintain a human relationship

81% To gain a new

customer

To retain

existing customer

7x the cost

81% of companies that deliver excellent customer service are outperforming

their competition.

68% of defecting customers leave as a result of poor

customer service.

Customers need more than convenient access to customer service; they need a level of genuine human interac-tion that drives positive customer experiences. 81% of customer service winners are outperforming their competi-tion, and social media is growing in importance. However, studies still show 92% of interactions are on the phone, and 71% of consumers want to keep it that way. Here’s what they think companies can do better to master the

personal touch.

finish line

68%

Sources:http://www.sas.com/offices/europe/france/pdf/CEMM_France_Handout_17Apr09.pdf

http://www.customerthink.com/blog/consumers_drive_channel_preference_to_achieve_effortless_customer_servicehttp://mashable.com/2012/09/29/social-media-better-customer-service/

http://www.gartner.com/it/page.jsp?id=2101515http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/

http://dailyinfographic.com/social-customer-service-infographic#http://about.americanexpress.com/news/docs/2011x/AXP_2011_csbar_market.pdf

of consumers prefer online customer service to

speaking on the phone.

15% increase

Failure to respond via social media causes a 15% increase to the churn rate for existing

customers.

Despite the growing significance of social media in customer service, many businesses still ignore it. Of the top 50 brands in a 2011 A.T. Kearney Survey:

29% 62%

of consumers have already used social media for customer

service.

84%

71%

of consumers prefer to have a

phone conversation

45.4 Billioncalls every year

92%

of customer service interactions are via

telephone

85%

94%

72%

69%

60% of customers are willing to pay

more for a better experience.

Contact centers handle an

average of:

2% 10% 10% 30%

Increase in retention

decrease in company costs

Increase in retention

Increase in company value

However...

x

Customer Complaint form

social MediaSocial media

56% 71%

Did not respond to any customers on their Facebook page.

of consumer complaints were completely ignored

on Twitter.

customer reviews

x

1 Provide AnswersProvide Answers2

3 4

55%

Recognize Their WorthRecognize Their Worth

Create a Huge Effect on BusinessCreate a Huge Effect on Business

59%

73%

of people will explore a new option or brand just to see if they can get a better service experience.

Don’t Waste TimeDon’t Waste Time

66%of customers say that valuing a customer’s time is the most important aspect of customer service.

Understand the Social ShiftUnderstand the Social Shift

50%of customers expect a response to a complaint within one day; social media is an instant line of communication.

of Americans have spent more money with companies that provide good customer service.

45%of online consumers will abandon a purchase if they cannot find a quick answer to their problem.

live chatx

live chatrep: How can i help you today?

Are Dissatisfied With Their Phone ExperienceHowever...

Despite this, many companies are not making the most of their

customer care capabilities...

Social media is growing in significance as a customer service channel.

Today, customers overwhelmingly still prefer to communicate via telephone.

By 2020, over 90% of companies will integrate social media into

customer care.

Consumers expect a response to online complaints the same

day it is posted.

TALK TO METALK TO METALK TO MECustomers Crave Personalized

Support in a Social WorldCustomers Crave Personalized

Support in a Social WorldCustomers Crave Personalized

Support in a Social World

Even though social media continues to gain popularity, it is just a channel. Human interaction and the contact center are still the most efficient and desired way to maintain healthy customer relationships, all it takes is mastering the personal touch.