Customer Service Through Social Media

Maha AboueleneinManaging Director

Organizational Consultants (OC)@mahagaber

Social Customer Service

• Is the New Telephone or Next Email• There has been a paradigm shift in

customer service• Social Media isn’t just for marketing• Prominent channel for customer

service

Social Care

Customer Service Expectations on the Rise

• Brands Create Seamless Experience• Not Enough to be

Present• Live in Real Time

Statistics Tell the Story

68% use social media to ask questions, report satisfaction, or to complain

50% of social media users prefer "social care" to the phone.

Social Media Top Internet Activity• Over email• Messaging• Gaming

70% Daily14x’s 84%

Approach to Customer Care

Why It Matters• 95% Dissatisfied Customers Tell Others About Their

Bad Experience• One Happy Customer = 9 referrals for your business• 74% customers have spent more due to good

customer service• By 2017, 89% of businesses will compete mainly on

customer experience• By 2020, Customer Experience will overtake price

and product as differentiator• Customer Service Impacts Revenue +/-

Impact on Reputation

Customers Love to Contact a Brand Through Social

Media

Power of Influence

Customer Company

Advantages of Social Media Customer Support

• Instant Gratification• Positive Feedback• Responses Are Visible to

Everyone• Literal “Personalized” Service• Next Level Interaction• Image & Reputation Control• Loyalty

Transparency

Productivity

Builds Trust

Bolsters Credibility

Convenience

Downsides Exist Too

Plan Your Approach

• Which Platform?• Add Value• LEAP Method

• Listen• Engage• Adapt• Promote

Listening

• Collect and analyze customer activity• Identify problems or misconceptions• Track and Manage Volume• Help plan staffing and resources

Speed of Response

• Crucial• Social Care is CARE. • Determine When to Go Offline• Look for Opportunities

Plan Your Approach

• A Separate Customer Service Profile?

KPIs of Social Care

Be Human

• Personal Care

• Be “Social”

• Make a connection

Reap the Benefits

• Do it Right or Don’t Do it At All

• Be Socially Devoted– Respond to 65% audience questions

• Get 3.5 more brand interactions

Reap the Benefits

• This is all about reputation

• Have Guidelines

• Know that its here to stay!

Thank YouQuestions or Need Help? Contact me

@mahagaber