ė Social customer service THE RISE OF MESSAGING AS A SUPPORT CHANNEL 3 in 4 Internet users use messaging apps Live chat for service yields Is fast Is fast Provides one-on-one interaction Provides one-on-one interaction Gives websites a voice to answer customer questions Gives websites a voice to answer customer questions Customer service through messaging: 92% customer satisfaction THE ADVANTAGES OF SOCIAL CUSTOMER service Customer service + live chat = Convenient Private Personal · Real-time service · Gives control to the customer · Allows for multi-tasking · One-on-one communication · Representatives are engaged · Opportunity for troubleshooting · Can’t be overheard · Secure Follow the link for more social customer service advantages A big thumbs up to brands that want to chat with me BUSINESS BENEFITS OF SOCIAL CUSTOMER service Can be used internally for · Building rapport · Sharing knowledge · Building brand culture Provides instant access to your brand · Nurture meaningful connections · Provide the right answer at the right time · Resolve, track and follow up on issues Creates value · Cost efficient · Representatives can help multiple people at once · Creates opportunity to collect customer data · Increases sales 1 in 3 are more likely to buy after messaging Read more on how brands can benefit from social customer service PRINCIPLES AND BEST PRACTICES A gold star for social customer service Prepare for busy times · Boost staff during peak times · Ensure your IT system is equipped to handle high messaging volumes Include messaging records in your CRM Train staff on: · Where to find accurate answers · How to use chat system features · How to write for chat · When to use canned versus free-form responses · How to uncover customer needs Commit to continuous improvement Learn more about mastering social customer service I'm so glad we chatted FOLLOW THESE GUIDELINES FOR A SEAMLESS CHAT EXPERIENCE Timing is everything · Respond in 30 seconds or less · Check in with unresponsive customers after 2 minutes To Script? Or not to script? · Know when to bypass the script · Personalize every experience First things first · Answer questions directly · Provide the most important information first Assist above all else · Avoid promotional verbiage · Don’t sell · Don’t rush The 3 E’s of attitude Empathy Energy Engaged Proactively communicate Initiate chat with struggling customers Let customers know if they’ll be put on hold or transferred Ask before sending a URL Follow the link for more on creating a seamless chat experience Social customer service can delight customers and create value—both worthwhile investments in your brand. Infographic created by www.4imprint.com, based on the Social customer service Blue Paper ® . Download Blue Paper at: http://info.4imprint.com/blue-paper/social-customer-service/ Sources: 1. “6 Ways to Enhance Customer Support with IM.” ClickDesk Blog . ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>. 2. Anderson, Meghan Keaney. “Why We're Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <http://blog.hubspot.com/marketing/messaging-apps>. 3. Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <http://liveperson.com/aspire/connected-customer/posts/messaging-new-age-customer-service>. 4. Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>. 5. “”Chat Etiquette” for Better Digital Customer Service.” TELUS International. TELUS International, 08 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/chat-etiquette-for-better-digital-customer-service/>. 6. “Customer Service Trends | 10 Trends in Customer Care 2015.” WDS. WDS, A Xerox Company, 15 Feb. 2015. Web. 10 Feb. 2016. <http://www.wds.co/10-trends-2015/>. 7. Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <http://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>. 8. Patil, Arun. “North America Text Analytics Market Is Expected to Reach a Value of $1,995.8 Million by 2019 According to New Research Report.” WhaTech. WhaTech, 21 Oct. 2015. Web. 11 Nov. 2015. <https://www.whatech.com/market-research/it/102919-north-america-text-analytics-market-is-expected-to-reach-a-value-of-1-995-8-million-by-2019-according-to-new-research-report>. 9. “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>. 10 “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>. You may reproduce and distribute this infographic in its entirety. You may not create derivative works. (Licensed under the Creative Commons: http://creativecommons.org/licenses/by-nd/3.0/) www.4imprint.com