Social Media Customer Care Summit

@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

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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