Download: http://bit.ly/ebook-social-customer-service For businesses, social media is not only an important part of their online marketing strategies but also a game changer in how they manage customer relationships. Nowadays, customers reach out to businesses via multiple social networks and that’s where they expect to receive assistance in a matter of minutes. Is your business up for the challenge? Download our eBook today to find out!

1. SOCIAL CUSTOMER SERVICE
THE ESSENTIALS
SWAT.IO

2. SOCIAL CUSTOMER SERVICE:
RISING TO THE C-LEVEL
Customer expectations are growing due to:
- Explosion of digital
- Empowered customers
- Acceleration of innovation

3. - From face-to-face, to telephone callcenters, to Internet
- Traditional customer Service still lingers on in terms of scalability
- Yet: 75% of customers “extremely frustrated” with traditional customer service!
- Customer service on social media is gaining traction!
- Customers are using Facebook, Twitter & Co. to tell brands about their faulty
products, to ask questions, to express opinions and give suggestions.
A SHORT CHRONOLOGICAL JOURNEY FROM
TRADITIONAL TO SOCIAL CUSTOMER SERVICE
M
ore
on
Social
Custom
er Service?
Dow
nload
Free
eBook!

4. SOCIAL CUSTOMER SERVICE: THE STATISTICS

5. 56% of Customers Expect Response Within 1 Hour!
M
ore
on
Social
Custom
er Service?
Dow
nload
Free
eBook!

6. 11 Negative Post = As Much Impact on Customer Decisions as 5 Positive Posts!

7. SOCIAL CUSTOMER SERVICE: THE BENEFITS
- Gather precious customer feedback from every interaction
- Provide the omni-channel experience that your customers are looking for
- Enrich the lives of your customers through dialogue
- Outperform the competition across a wide range of KPIs

8. Social Customer Service outperforms Traditional Customer Service!
M
ore
on
Social
Custom
er Service?
Dow
nload
Free
eBook!

9. SOCIAL CUSTOMER SERVICE ON FACEBOOK
- BE TRANSPARENT! Always remember that transparent and honest brands are just better brands!
- BE QUICK! Your customers expect a quick response on Facebook. Remember that if they reached out
to you on social media, they most certainly wouldn’t like to be kept waiting for hours.
- RESPOND AROUND THE CLOCK! Customers won’t stop voicing complaints because you want to take
your 5 p.m. beauty sleep ;)

10. SOCIAL CUSTOMER SERVICE ON TWITTER
- BE NICE! Of the consumers who reported friendly customer service interactions,
76% said they were likely to recommend the brand
- BE FAST! Customers want answers fast, with 60% in the survey saying
they expect a response in less than an hour.
- GO ALL THE WAY TO SOLVE A PROBLEM! The research found that there were an average
of five interactions between brand and consumer per customer service inquiry.

11. SOCIAL CUSTOMER SERVICE ON WHATSAPP
- IT’S WHAT THE STATISTICS SAY. As compared to Twitter which reported having
241 million active users, WhatsApp has 450 million.
- IT’S MORE PERSONAL. People usually use WhatsApp from their mobile device,
and they’re more likely to have them enabled because it’s more personal.
- BETTER SUITED FOR A WIDER RANGE OF CUSTOMER SERVICES.
- When people tweet brands for help, the conversation is public or assumed to be public.

12. SOCIAL CUSTOMER SERVICE ON FACEBOOK MESSENGER
- IT’S WHAT THE STATISTICS SAY. As compared to Twitter which reported having 241 million
active users, WhatsApp has 450 million.
- IT’S MORE PERSONAL. People usually use WhatsApp from their mobile device, and
they’re more likely to have them enabled because it’s more personal.
- BETTER SUITED FOR A WIDER RANGE OF CUSTOMER SERVICES.
- When people tweet brands for help, the conversation is public or assumed to be public.
M
ore
on
Social
Custom
er Service?
Dow
nload
Free
eBook!

13. BEST PRACTICES - A FEW EXAMPLES…

14. BEST PRACTICE: STARBUCKS
Starbucks teamed up with Match.com to host the world’s
largest coffee date in honour of Valentine’s Day. They were set
to throw what was aimed to be the ‘World’s Largest Starbucks
Date’ on February 13 at participating Starbucks locations.

15. BEST PRACTICE: KING OF SHAVES
After taking a closer look at their feed, you actually understand
that they are actively practicing what they preach and actually
listen to what their customers have to say.

16. BEST PRACTICE: HIPPOPOTAMUS
Looking at their Facebook page, you easily understand that these people seize every
opportunity of connecting their promotional messages and campaigns with exterior events!
M
ore
on
Social
Custom
er Service?
Dow
nload
Free
eBook!

17. EXPERT ADVICE…

18. “For me, good social customer service is about empowering
customers, not making them a slave to your channel.”
Richard Baker is currently Senior Internal Communications and
Engagement Manager at Carlsberg.

19. “We have reached a point where social media is not just a
necessary component of a credible customer service strategy
but one which offers powerful insights that drive better
innovation, co-creation and collaboration. To make this a reality,
social media needs to be a central part of a coherent, sustained
and long-term focus on customer service strategy, something
that many organisations are yet to do.”
Jo Causon, CEO of The Institute of Customer Service.
M
ore
on
Social
Custom
er Service?
Dow
nload
Free
eBook!

20. DOWNLOAD OUR FREE EBOOK!
http://bit.ly/ebook-social-customer-service
DO YOU WANT TO LEARN ALL ABOUT
SOCIAL CUSTOMER SERVICE?

21. START YOUR FREE 30 DAY TRIAL NOW
STAY ON TOP OF
SOCIAL CUSTOMER SERVICE WITH…
SWAT.IO