Social customer service done right: 5 success stories from ASOS to Zappos

• Prevention is better than cure – Give customers what they want. 1-2-1 sessions with stylists can sort customer fashion queries before they become complaints

ASOS

• Tie social customer service into sales – “By bringing Customer Relations and Reservations experts into our Social Media team, we’ve organised to respond faster and more often to customer concerns.” Jonathan Pierce, Director of Social Media, American Airlines

American Airlines

• Respond in good time – Hyatt concierges reply in 25 minutes over Twitter on average and have hugely positive sentiment as a result

Hyatt Concierge Services

• Know your ROI – Xbox developed their own algorithm to measure customer service savings through social media

Xbox

Unique customers engaged

with Xbox on Twitter

x

The percent of people wh

o

say they would have call

ed

instead of tweeting

x

Average cost per call

=

$$ saved in call centre

costs

• Get your staff trained up and inspired – Zappos provides all its staff with 4 weeks of customer service training; all hands are called to the pumps at its busiest times

Zappos

about immediate future

We help clients take a strategic view of where social media can add value to their business

8 years of social media experience

Specialists in a diverse industry

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Industry leaders & educators

immediate future MD, Katy Howell, is speaking at The Social Customer 2012 conference in London on March 29

For details and to find out how to claim immediate future's exclusive 10% discount contact info@immediatefuture.co.uk

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