Learn more at http://stratuscontactsolutions.com/services/social-media-services/ http://stratuscontactsolutions.com/what-is-social-media-customer-service/

1. What is
Social Media
Customer Service?

2. Social media customer service is the act of providing
customer support in social media channels. Social
media makes up a few channels in a complete
multichannel strategy
Channels can include Twitter, Facebook, knowledge
bases, forums and review sites
Social Media Customer Service

3. Why should I even
provide Social Care?
Does it matter?

4. Scorned consumers tell
facebook friends, twitter
followers, and leave poor
online reviews
79% 21%of consumers who shared complaints
about poor customer experience online
were ignored.
of consumers whose complaints were
address reacted positively; 22%
posted a positive comment about the
organization
Slide via Right Now “2011 Customer Experience Impact Report”
http://www.slideshare.net/RightNow/2011-customer-experience-impact-report

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Why ignore 79% of
complaints when
it is easy to start a
conversation?

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Twitter Example

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It’s simple.
Customers want
to know they have
been heard & you
are there to help

8. But unlike
traditional
customer service,
social media can
create “service
marketing”

9. 1 mention about a positive
experience reaches millions.
Example: Southwest Airlines Facebook

10. And there is an
even BIGGER
data opportunity

11. Call center data does not
always report the true
customer experience. In
fact, the difference between
the call center and customer
data online can be
dramatically different

12. The social web,
allows you to create
customer segments
& profiles based on
their public data

13. This is REAL DATA pulled
from Facebook Graph API
Justin is 28 years old, went to college, is in a
relationship, works in insurance, lives in
Miami, has 700 friends, likes Miami Marlins,
Jay-Z, Miller Light, Mitt Romney, travelled to
Europe, speaks Spanish, has an iPhone.
Has interacted, via facebook, 2 times
regarding a product issue

14. If that last slide
didn’t open up your
eyes, you need to
retire or close shop

15. 3
But don’t worry,
you don’t have to
do this alone. There
are apps to help

16. Just a few to mention
• SocialStrategy1
• TwitSpark
• Authority Software
• GetSatisfaction
• ZenDesk

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SocialStrategy1
1
A social media workflow, listening &
data analysis platform can help you
identify where your customers are,
what they think about your brand, what
their interests are and how to define a
strategy that increases revenue
http://socialstrategy1.com

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Twitspark
2
A high volume social customer
engagement and crisis management
tool that enables your team to
efficiently engage with not some, but all
of your customers via Twitter.
http://twitspark.com

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Authority Software
3
CRM technology suite to access
customer data can drive logic-based
decision making and increase
operational efficiencies to deliver a
consistent world class customer
experience.
http://authoritysoftware.com

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GetSatisfaction
4
A customer engagement platform that
helps companies build better
relationships with their customers and
prospects, through the use of customer
communities for social support, social
marketing & customer feedback
http://getsatisfaction.com

21. Need resources? Check
out our ongoing Social
Media Customer
Service research list
http://bit.ly/SNEevc

22. For More Information &
Upcoming Events
Follow: @StratusCXM
Visit: StratusContactSolutions.com