This document discusses how companies can build brand value through social customer service. It notes that customers are more likely to engage with companies on social media instead of traditional channels. The document outlines a three-stage maturity model for social customer service: ad-hoc, limited, and enterprise-wide. It provides examples of Delta Airlines' social customer service program as a case study, noting their metrics, content strategy, and how it has improved customer satisfaction. Overall, the document advocates that companies implement social customer service and presents best practices to do so effectively.
3. Then this guy came and changed the game
#socialfresh/@chuckhemann
4. Now we are comfortable doing this instead
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5. Two reasons why this shift in customer
expectations matters
#socialfresh/@chuckhemann
FirstâŠ
SecondâŠ
Customers tell, on average, 15 people about a positive customer
service experience and 24 people about a bad one
6. It all sounds so easy, but media is fragmented
#socialfresh/@chuckhemann
Customers have a
plethora of choices
to engage
companies
7. Resource challenges within companies abound
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Also⊠MORE THAN 77% of companies SPEND LESS THAN $50,000
in social customer care
Not enough
people like
Sabrina
8. Three other reasons companies are not
adopting this approach more frequently
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Integrationâ
Ensuring a seamless experience between online and offline is critical
Inefficiencyâ
Customers expect near immediate responses from companies
Educationâ
The business case for social customer service and its value isnât always
clearly articulated
10. Building your online customer profile
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âą Understanding your
consumer
demographics
âą Knowing what they
preferred method of
engagement has been
in the past
âą Analyzing where most
of your customers
reside
âą Researching how your
customers are
searching for
information
âą What the sentiment is
toward your brand
today
11. Understanding overall customer intent
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âą Performing an inventory
on existing customer
service requests
âą Mapping the right channel
for the job â easy vs.
complex issue resolution
âą Analyzing path to
purchase for the majority
of your customers
âą What is your company
asking you most often
and do they want to
engage with you at all?
14. Three-stage maturity model for social customer
service
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Ad-Hocâ
The most typical starting place for companies interested in helping
customers through online channels
Limitedâ
More coordinated and organized involving multiple people with the
organization
Enterpriseâ
Full-scale support for all products and service across the business
15. Ad-hoc stage of customer service
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Typically driven by a single individual interested in changing the perceptions of the
company. Call this the âFrank Eliason Modelâ
Alternatively forced into action by a vocal customer or customers who have unmet needs
Informal, inefficient and wont change long-term foundational gaps in the company
No formal analytics, objectives, policies or education
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19. @DeltaAssist has evolved over time
ïOriginally launched in May 2010 with 4 agents
ïStaffed M-F from 8am â 6pm
ïProgram has evolved to 15 agents who provide coverage 24/7
ïGoal has remained the same â âServe as a way to meaningfully interact and
engage with customers where they live
#socialfresh/@chuckhemann
20. Very clear content strategy/approach
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Policies/Procedures Questions
Travel help/Rebooking Assistance
Complaint Resolution
Random/Fun Information
21. Measurement is critical to the Delta team
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Core metrics
include:
ï Sentiment
ï Number of issues
raised
ï Number of issues
resolved
ï Resolution time
ï Differentiating
terms
ï Response rates
Cant forget about
the survey
22. The @DeltaAssist approach has paid dividends
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ï Lowest response
times in the category
by a fairly wide
margin
ï Concentrated
customer issues to
prevent from having
to respond on
multiple channels
ï Improved customer
satisfaction
Global customer barometer survey â American Express - 2012
Emarketer survey--79% say getting my question answered quickly is why they turn away from traditional forms of customer service--46% say itâs the most efficient communications method and 51% say they can multi-task
SAP and Social Media Today
Using existing CRM database data to understand how your customers have interacted with you in the pastChallenging given existing technological constraintsNo integration between legacy systems and existing social technologies --- Slowly changing with Salesforce and other solutions
More formal processes in placeâ Analytics, education, policies, objectivesLacks integration with the rest of the company â culturally/systematicallyNo connection with legacy CRM systemsData is being gathered, but it tends to be counting oriented â number of interactions, issues solved, etc. Not necessarily reliable indicator of customer satisfaction
Full-scale support for all products and services company-wideEstablished education, policy, data gathering approachWorkflow and governance issues have been resolvedConnection between multiple business units and the establishment of a dedicated social customer service teamSophisticated data capture â customer intent, intent to buy, overall satisfaction, etc.