Social Engagement Trends in Service
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Parature is a leading provider of cloud-based customer service and social engagement software founded in 2000 with headquarters in Herndon, VA. It helps organizations worldwide deliver customer service and engage customers across websites and social channels. The document discusses trends in social customer service, with an increasing percentage of support conversations happening in the cloud and on social media platforms, and the importance of prompt responses, consistency, and establishing a service presence across channels.
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Social Engagement Trends in Service
- 1. SOCIAL ENGAGEMENT Duke Chung TRENDS IN SERVICE Co-Founder
- 2. OUR BUSINESS COMPANY BACKGROUND Founded in 2000 Headquartered in Herndon, VA Privately held, investors include Valhalla Partners, Sierra Ventures, and Accel Partners 45 countries 33 supported languages 3,000 supported brands 40,000,000 + registered end-users Parature is the leading provider of cloud-based customer service and social engagement software for mid-market businesses. Parature helps organizations worldwide to deliver great customer service and to engage with their customers across the web and social channels, all delivered via the cloud.
- 3. CUSTOMERS ACROSS ALL SIZES AND INDUSTRIES Software & Technology Business Services Gaming & Media Education & Associations Retailers Healthcare
- 4. SOCIAL RESPONSE MANAGEMENT IS THE FUTURE OF CUSTOMER SERVICE 65% of Support Conversations will Happen in the Cloud by 2012. 2010+ Social Customer Service Facebook, Twitter, Other Social Channels 2005-2009 Web Channels Ticket, Chat, Feedback, Communities, Search 2001-2004 Web Self-Service • Support Channel preferences are radically changing with each generation. 1996-2000 Email Support • New technology trends can impact customer service Pre 1995 Phone Support behavior. • Understand who your end users are and determine how they prefer to be supported. Source: SSPA and Wikipedia
- 5. #1 - HYPER RESPONSIVENESS Prompt social engagement will become one of the most important social trends. Responding promptly in social channels will lead to more positive customer satisfaction and increased loyalty.
- 6. #2 - ORGANIZATIONAL MANAGEMENT Source: Altimeter Group The cross-company integration and management of Social Media continues to be an evolving challenge.
- 7. #3 - HUMANIZE BRANDS Facebook Pages give consumers a glimpse of your company’s personality including your customer service culture.
- 8. #4 - CONSITENCY, CONSISTENCY, CONSISTENCY Customers expect consistent service answers across all of your channels. This drives confidence, credibility and peace of mind.
- 9. #5 - ESTABLISH A SERVICE PRESENCE Let your customers know that customer service is your number one priority and you are here to help them.
- 10. THANK YOU! blog.parature.com www.facebook.com/parature www.twitter.com/parature www.youtube.com/paratureinc www.slidesharenet.net/parature www.parature.com/rss
Notas del editor
- UK Study – 25% expect a response within 1 hour and 6% expect a response within 10 minutes.
- 90% of North American firms view customer experience as important or critical to 2010 plans. 80% of the firms would like to use customer experience as a form of differentiation.Source: Forrester’s The State Of Customer Experience, 2010