1. Social Customer Support
#MNHamburg, 17. Juni 2013

2. die.socialisten.at
social network development
Über: Die Socialisten
“Die Socialisten” sind eine Wiener Social Software-Agentur,
die sich seit 2007 auf die Konzeption und Umsetzung
von Applikationen und Marketing-Lösungen auf
Social Web Plattformen wie Facebook konzentriert.
Seither wurden weit über 100 Brand-Pages und -Apps
erfolgreich umgesetzt. Zu den Kunden zählen Red Bull, Axel
Springer/Bild.de, Krone Multimedia, ATV und Hitradio Ö3.
"Die Socialisten" wurden als erste österreichische Agentur
im offiziellen "Facebook Preferred Marketing Developer"-
Programm in den Bereichen Apps & Pages gelistet.
http://die.socialisten.at | http://facebook.com/diesocialisten

3. Online Customer Support -
What do customers expect?
- Support on Phone (toll-free)
- Support on Website - “Live Help” - Click-to-Call, Click-to-Chat
- Support on Social Media Channels

4. Consumer Views of Live Help Online
2012 - A Global Perspective
Consumer Research Study comissioned by Oracle, March 2012
3.111 Consumers, in 15 Countries (US, UK, Europe, Brazil, Mexico,
China), 18 years or older.
Source: http://www.oracle.com/us/corporate/press/1627424

5. “What types of information are most important to you
when connecting with brands via social media channels?

6. “Social media has been added to the list of consumer expectations for
access to live support. Consumers expect more than marketing and
promotions at social media sites; they want direct access to product
experts and service representatives.”
Consumer Reserch Study 2012, Oracle

7. Customer Support on Social Media -
What reacton-time do customers expect?
?

9. Customer Support on Social Media -
What reacton-time do customers expect?
<4 Days

10. Customer Support on Social Media -
What reacton-time do customers expect?
Same Day

11. Customer Support on Social Media -
What reacton-time do customers expect?
2 Hours

12. Customer Support on Social Media -
What reacton-time do customers expect?
30 Minutes!

13. How fast do you expect a company to respond when you ask a
question or post a message at their Facebook page?
51% expect same-day, 29% <2 hours response!

14. How fast do you expect a response when you
post a question or complaint via Twitter?
81% expect same-day, 53% < 2hours response!

16. The Great Social Customer Service Race:
Top Brands Compete in a Social Response Test, January 2013
14 Global Brands, 280 Tweets, 26 Days
Source: http://csi.softwareadvice.com/the-great-social-customer-service-race-1212

18. Common problem: Delayed response due to complicated internal
routing & finding of solution!

20. Every customer service request is a great marketing opportunity!

22. Be polite! If a customer thanks for your help,
respond “you’re welcome!”

24. Customers not always @-mention your Twitter handle!
It’s therefor important to monitor associated keywords/brandnames!

25. Customers not always @-mention your Twitter handle!
It’s therefor important to monitor associated keywords/brandnames!

26. Tools for Social Customer Support
Some Free & Premium (SaaS)-Solutions for a One-Man-Army...

27. Live-Chat / Live-Support
http://www.olark.com, https://www.zopim.com,http://www.userlike.de

28. Live-Chat / Live-Support
http://www.olark.com, https://www.zopim.com,http://www.userlike.de

29. User Feedback
https://getsatisfaction.com, https://www.uservoice.com

30. User Feedback
https://getsatisfaction.com, https://www.uservoice.com

31. Google Alerts + Feeds
http://www.google.com/alerts

32. Twitter Search + Feeds
http://twitter.com/search, http://www.labnol.org/internet/twitter-rss-feeds/

33. Dashboard f. Alerts, Search & Feeds
http://feedly.com

34. Monitor your Facebook Pages
http://hyperalerts.no

35. Monitor your Facebook Pages
http://hyperalerts.no

36. Monitor your Facebook Pages
http://shitstormalarm.io

37. Monitor your Facebook Pages
http://shitstormalarm.io

38. Monitor the (Social) Web
http://radian6.com

39. Tools for Social Customer Support
For Agencies & In-house Teams

40. Tools for Social Customer Support
Challenges for Agencies & In-house Teams:
- Many people / departments involved -
Customer Support, Community Manager, Marketing!
- Agency/In-house-Complexity
- Delayed Response, Routing by email
- Missed requests, missed Opportunities

41. Tools for Social Customer Support
Social Customer Support Workflow makes sure...
- You never miss a comment/posting on your social channels
- You track your brand/keywords tightly
- Requests are routed to the best matching employee...
- ...weither In-house or at the agency

42. Social Customer Support Tools - Ticketing
http://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com

43. Social Customer Support Tools - Content
http://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com

44. Social Customer Support Tools - Insights
http://swat.io, http://www.salesforcemarketingcloud.com, http://www.vitrue.com

45. Michael Kamleitner, Die Socialisten
Let’s connect!
michael.kamleitner@socialisten.at
http://facebook.com/diesocialisten
http://twitter.com/diesocialisten
http://www.swat.io - Free 30 Trial!