Social Media: An Emerging Customer Service Channel

Transcription

1 Social Media: An Emerging Customer Service Channel The Leader in Customer Experience Analytics June 2011

2 How Your Business Can Avoid Unnecessary Costs If you are unable to get an inquiry answered or issue resolved in a timely manner via social media, what is your next point of contact with a company? Results: When customer service issues are not resolved via social media, customers turn to more costly channels. Each phone call to customer service, for example, can cost up to $15. This avoidable cost negatively impacts a company s bottom line. Key Takeaway: When customer service issues are not resolved via social media, they become very costly.

3 Word of Mouth in the Social Sphere How influenced are you by other consumer comments/stories about companies? Results: 96.5% of customers identify as somewhat influenced to very influenced by other customers comments about companies. Key Takeaway: The vast majority of customers are influenced by the perceptions and experiences of their communities. Social media has transformed word of mouth marketing; opinions are now spread instantly.

4 Knowledge is Power Would you be more likely to use social media for customer service and support if you better understood the tools available to fit your specific needs? Results: 76.1% of consumers would use social media for customer service if they better understood the tools available to them. Key Takeaway: As customers adopt new social media technologies, there will be an increase in use of social media for customer service and more frequent testimonials of how customers perceive their experiences.

5 Social Media Customer Service by Industry For which of the following companies have you sought customer service through social media? Results: More and more industries are employing social media as a customer service channel. Key Takeaway: Social media, once unheard of as a customer service channel, has now proven to be both an effective and cost effective alternative to traditional customer service channels.

6 Next Steps for Your Business Customers are not only willing to use social media for customer service issues they re coming to expect it as an option. When you respond immediately to customer service requests via social media channels, you provide a positive customer experience upfront. This will prevent customers from exploring other more costly channels to resolve their issues. It s important to build your social media infrastructures to properly engage with and serve your customer base. The key to achieving seamless and cost effective service is to monitor customers as they move from social media to other channels like your website or call center so that issues can be easily identified and quickly resolved. Remember: your customers can be your best sales team or your harshest critics. Contact ClickFox today at to optimize your cross channel customer service offerings, boost profitability and give your customers the best possible experience.

7 About ClickFox The leader in a new breed of experience analytics, ClickFox maps the complex maze of customer experience journeys formed by interactions at every touch point with a company. Unlike business intelligence tools, ClickFox links disjointed, cross channel data to fully understand and analyze customer behavior in a holistic view. Using ClickFox, businesses can optimize performance to improve loyalty, raise revenue, cut costs, enhance reputation, drive business strategy, and predict future needs all with breakthrough speed and scalability. ClickFox s patented technology can be installed in weeks to deliver a clear picture of unstructured data and drive better decisions. Working with ClickFox, Fortune 500 leaders in telecommunication, financial services, media and utilities collectively have added more than $1 billion to their bottom lines. For more information, please visit

8 Contact ClickFox HEADQUARTERS 3445 Peachtree Rd NE Suite 1250 Atlanta, GA GA CONTACT NUMBERS US toll free US direct US fax R&D SUPPORT 2000 S Colorado Blvd Tower 1, Suite 2300 Denver, CO Additional ClickFox offices in EMEA and APAC Outside US Over 400 respondents (67% male, 33% female) participated in the survey. Of those respondents, 53% were between the ages of 31 and % of respondents have used social media for customer service issues or product/technical support. The survey results, key takeaways and next step recommendations are the opinions of ClickFox.