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 vital customer care is vital contact center is still king contact center is still king the social media shift the social media shift Maintain a human relationshi p Maintain 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_service http://mashable.com/2012/09/29/social-media-better-customer-service/ http://www.gartner.com/it/page.jsp?id=2101515 http://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 Billion calls 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 Media Social 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 Answers Provide Answers 2 3 4 55% Recognize Their Worth Recognize Their Worth Create a Huge Effect on Business Create 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 Time Don’t Waste Time 66% of customers say that valuing a customer’s time is the most important aspect of customer service. Understand the Social Shift Understand 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 chat x live chat rep: How can i help you today? Are Dissatisfied With Their Phone Experience However... 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 ME TALK TO ME TALK TO ME Customers Crave Personalized Support in a Social World Customers Crave Personalized Support in a Social World Customers 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.
Social Customer Service
Jun 12, 2015
Customers need more than convenient access to customer service; they need a level of genuine human interaction that drives positive customer experiences. Here's what consumers think companies can do better to master the personal touch.
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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.
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