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Emerging Best Practices In Social Customer Services

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An annual view of how the social customer service industry is developing

Publicado en: Servicios, Empresariales
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Emerging Best Practices In Social Customer Services

  1. 1. UK Communication Behaviour E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  2. 2. Brands Are Waking Up E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  3. 3. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 216 Advisors globally Standards Are Rising
  4. 4. Channel Behaviour
  5. 5. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Instagram
  6. 6. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Linkedin
  7. 7. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Mobile Access
  8. 8. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Where Next?
  9. 9. Putting Social In Context Voice – Text – Video ©Brainfood Consulting 2013 E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Advisor Virtual Advisors IVR Email Chat/Messaging Social Smartphone FAQs Visual Advisor A S S I S T E D S E R V I C E – S E L F S E R V I C E
  10. 10. Putting Social In Context Voice – Text – Video ©Brainfood Consulting 2013 E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Advisor Virtual Advisors IVR Email Chat/Messaging Social Smartphone FAQs Visual Advisor A S S I S T E D S E R V I C E – S E L F S E R V I C E
  11. 11. The Rise Of Video E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  12. 12. Customer Ef for t
  13. 13. Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Alternative Support Options Are Stated E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
  14. 14. Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Alternative Support Options Are Stated E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
  15. 15. Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Alternative Support Options Are Stated E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
  16. 16. Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Alternative Support Options Are Stated E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
  17. 17. Conversat ional Style
  18. 18. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 1 In Rapport 2 On Brand
  19. 19. A Culture Of Excellence E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  20. 20. Levels of Responsiveness
  21. 21. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Good Enough?
  22. 22. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Excellent!
  23. 23. Service Speci f ic Inf rast ructure
  24. 24. Advisor Dashboard E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  25. 25. Team Leader Dashboard E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  26. 26. Cross Channel Management Twitter Facebook P2PCommunity Organised Under A System Of Unified Queuing One set of routing rules One source for reporting E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  27. 27. Operat ional Management
  28. 28. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 Scheduling 1. Use social analytics to map traffic patterns 2. Consider the variables 3. Use what you’re seeing to project future workload 4. Factor in social crisis volumes (10-1,000 volumes)
  29. 29. Si lo Bust ing
  30. 30. StarHub’s Singapore Centre E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  31. 31. Wells Fargo’s Center E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  32. 32. Customer Hubs Are Strategic Marketing E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014 R&D Finance Manufacturing Sales Distribution Customer Service
  33. 33. Command Centre 2.0 Is Coming E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  34. 34. Growth Trends
  35. 35. Where Does The Time Go? E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014
  36. 36. Why Does Al l This Remain Impor tant?
  37. 37. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s © Brainfood Consulting Ltd 2014

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