Transcript
@joshuamarchJoshua MarchFounder & CEO
The Evolution of Social Customer Service: Where social fits in your broader customer
service offering
Enterprise social customer service solution
Education and training for operational excellence
150+ global customers
Back in 2010...
Social customer service wasn’t even a term
53% of US businesses claim to offer social media as a customer service channel (ContactBabel)
Private Public
Desktop Mobile
Anonymous Social identity
Private Public
Deliver real customer service in public social channels
‣Resolve issues – don’t redirect
‣Requires social agents in the contact center
‣New training, processes and tools needed
Desktop Mobile14% of customer service Tweets to retailers are in-store
Desktop Mobile
Tweets at point-of-purchase
Anonymous Social (real) Identity
The trouble with a single view of the customer
‣Multiple email addresses
‣Multiple delivery addresses
‣Multiple phone numbers
‣Loyalty cards...
Always logged on
Always logged on
People will expect instant personalized service – whatever the channel
?
Ties customer service data back to the business
$
Where is your organization?
Integrate social identity across your business
Deliver service over public social channels
Engage at point-of-sale to drive revenue
How social fits into your customer service offering
‣ Recovering upset customers
‣ Engage proactively at point of sale
‣ Moving towards a single view of the customer
Twitter Performance Tracker
tracker.conversocial.com
Thank you
Learn how we can help:www.conversocial.com
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