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Social Media Customer Service

Published on Feb 18, 2018

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PRESENTATION OUTLINE

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Social Media Customer Service

Yin and Yang
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Yin/Yang

  • Dark/Bright
  • Negative/Positive
  • Passive/Active
  • Cold/Hot
Photo by Free Grunge Textures - www.freestock.ca
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Interaction is thought to maintain the harmony of the universe and to influence everything within it.

Photo by Olin Gilbert
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Social Media Customer Service

The bright side
6.

Social Media

The new 1-800
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Social Media

Now and Close Future
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Social Media

  • Today's social customer
  • Brands doing it right
  • 5 ways to shine bright
  • Resources
Photo by Edu Lauton
9.

Real People

Individuals. Not a Number.
Photo by dr_zoidberg
10.

66% of consumers say they’re likely to switch brands if they are treated like a number instead of an individual.

11.

Customers decide how customer centric a company is

Photo by Joshua Rawson-Harris
12.

42% of
consumers expect a response on social media within 60 minutes.

Photo by aftab.
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Millennials are 43% more likely to call out a brand on social media than other generations.

Photo by Eaters Collective
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Customers who experience positive social media interactions are 3X more likely to recommend a brand

Photo by melaclaro
19.

positive energy out/
positive energy in

Photo by Kristin Riger
20.

Customers willing to pay 25% for exceptional customer service.

Photo by 401(K) 2013
21.

Social Customer Service Channels

  • Facebook
  • Twitter
  • Instagram
  • Yelp
Photo by mkhmarketing
22.

Brands Doing It Right

Social Media Customer Service Inspiration
Photo by Rick Bolin
23.

Brands Doing It Right

  • BufferApp
  • Zappos
Photo by cobalt123
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25.

Go For Gratitude

Loyalty Follows
Photo by Razvan Narcis Ticu
26.

Random Acts of Kindness

Photo by Steve.r
27.

Shared Purpose

Example: @Etsy
Photo by Annie Spratt
28.

Emotional Connections

Photo by Mark McLaughlin
29.

Loyalty

Brands must show their loyalty to consumers
Photo by kaniths
30.

Feeling Heard

Photo by cesarastudillo
31.

Obsessed

with Customers
Photo by KJGarbutt
32.

Experiences

Photo by freestocks.org
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Immediate

Response Required
Photo by Sanah Suvarna
34.

Customers want their experiences to be quick, convenient, and effective

35.

Personalization

Balanced with Automation is OK
36.

Chatbots

37.

Automated personalized assistants answer questions in real time, guide users to the correct information - convert visitors into Leads and happy customers 24 hours a day, 7 days a week.

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55%
consumers interested in interacting with a business using messaging apps to solve a problem.

Photo by Angelo Moleele
40.

42%
consumers who expect a response on social media within 60 minutes.

Photo by aftab.
41.

57%
consumers who are interested in chatbots for their instantaneity.

Photo by Thomas Hawk
42.

48%
consumers who'd rather connect with a company via chat than any other mean of contact. .

Photo by pestoverde
43.

40%
consumers who don't care whether a chatbot or a real human helps them, as long as they are getting the help they need.

Photo by rawpixel
44.

80%
businesses that want to have a chatbot by 2020 .

Photo by Jamie Street
45.

Messenger

46.

Inspiring Brands Using Chatbots

  • Starbucks
  • Shine
  • Sephora
Photo by JeepersMedia
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Link with the text I got
https://advice.shinetext.com/articles/8-ways-to-care-for-yourself-when-a-tr...
48.

Chatbot Source

49.

Top Reasons Brands Use Chatbots

  • Lead Generation
  • Advertising
  • Website Chat
  • Customer Support
  • Mass Messaging
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When things go wrong

Have a plan
Photo by Pedro Vezini
54.

AR/VR

Changing Social Customer Service
Photo by Stratageme.com
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https://miami.racked.com/2014/9/26/7575291/miami-international-airport-virt...
Here is the info: Miami International Airport just hired the ultimate employee of the month. Leticia, a virtual reality passenger assistant, works 24/7 to help guide and inform you about the airports 60 restaurants, shops and services. Of course, she speaks both Spanish and English.

While Miami isn't the first airport to implement projection-powered assistants, CBS Miami reports that Leticia is "one of the first to target shopping and dining customers." Right now, your girl is located in the South Terminal, and Miami-Dade Aviation Department Director Emilio T. Gonzalez says you can expect more technology-driven services before travel season kicks up.

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Takeaways

  • Evaluate Current Social Media Customer Service
  • Determine FAQs
  • What Adjectives Describe Your Customer Service Voice?
59.

Takeaways

  • What's Your Response Time?
  • Can a ChatBot Help?
  • Are you doing the basics in FB Messenger and Twitter?
60.

Takeaways

  • Evaluate words and emojis?
  • Look for inspiration from brands doing it better
  • Add sparkle, smiles and shine for a positive social customer service.
61.

Takeaways

  • What does your future social customer expect?
  • Can AR/VR be a possible solution?
62.

Stay on the Yang Side

  • Bright
  • Postive
  • Active
  • Warm and Inviting
Photo by Sapperlott
63.

Sources

Photo by Marcin Wichary
64.

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Lisa Buyer

Haiku Deck Pro User
thebuyergroup.com