Learn about social customer care told by Kate Leggett Principal Analyst at Forrester Research, Inc and Katy Keim Chief Marketing Officer at Lithium Tech
3. Companies
view customer
experience as
one of their top
priorities
Use customer
experiences as
a competitive
differentiator
Source: The State Of Customer Experience, Management, 2013
16. On a scale of 1 (Poor) to 5 (Excellent), how proficient do you feel your organization is currently
when it comes to providing the following customer service capabilities?
16%
22%
26%
28%
34%
4%
8%
12%
12%
10%
6%
8%
8%
8%
16%
Empowering our social customer service agents with customer
and product information that they need to answer customer
questions
Successfully nurturing and growing our online community
forum
Allowing our customers to start a conversation on our forum,
and escalate to a customer service agent if it is unresolved
Allowing our customers to receive the same level of service
from our social channels compared to what is offered on the
digital channels (email, chat)
Allowing customer service agents to handle social inquiries via
Personal Social Media Networks and Microblogs
Rank 3 Rank 2 Poor - 1
There is room for improvement in delivering
customer service via social channels
Source: A commissioned study conducted by Forrester Consulting on behalf of Lithium, March, 2013
Base: 50 US Enterprise customer experience or customer service managers
18. Start by understanding who your customers are and how
they want to interact with you
Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, March 2013
20. Empower your agents with the right information to
make social interactions successful
20
21. 6%
16%
28%
49%
Does not apply - our contact center only has one
mode of communication (e.g., voice)
Most or all of our agents are specialists and support
only a single channel
All of our agents support multiple channels (e.g.,
voice, chat, email)
Most of our agents support multiple channels, but
some are specialists (e.g., social media)
In general, what is your contact center's approach to having agents
serve customers through multiple channels?
Base: 272 North American Enterprise Network and
Telecommunications decision makers
Source: Forrester Forrsights Networks and Telecommunications Survey, Q1 2013
And dedicate agents to the social channels
23. What are the perceived risks of not adopting social technologies in your
customer service organization?
26%
40%
46%
48%
56%
56%
Internal operational inefficiencies
Customer defection
Inconsistent customer service delivery
Poor overall experience
Competitive disadvantage (e.g. lose market
share, lose ground to competitors)
Fear of being left behind from a technology
perspective
And not investing in social technologies carries risks
to your company
Source: A commissioned study conducted by Forrester Consulting on behalf of Lithium, March, 2013
Base: 50 US Enterprise customer experience or customer service managers
39. Globe receives an average of
34,000 tweets a month with a
feedback turn-around time
target of 5 minutes, which
promises to soon be the
fastest turn-around time in
the world. This volume and
reply speed requirement is
delivered with the support of
a world class tool Lithium
Social Web.
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