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THE UNDENIABLE AUTHORITY OF THE
SOCIALCUSTOMER
THEDAWNOFTHEDIGITALAGE,along with the explosive growth
of social media, has forced the
evolution of customer service.
With...
WHOISTHE
SOCIALCUSTOMER?
THE SOCIAL CUSTOMER TOUCHES
NEARLY EVERY CORNER OF THE GLOBE.
20%
AT LEAST 20% OF THE
WORLD’S POPULATION
USES SOCIAL MEDIA...
TODAY’S SOCIAL CUSTOMER IS:
…WHICH HAS CHANGED EVERYTHING
BUSINESS OWNERS THOUGHT THEY KNEW
ABOUT CUSTOMER RELATIONSHIPS.
...
EXPECTATIONS ARE HIGH.
In today's age of constant
connectivity and instant
solutions, the Social Customer
demands immediat...
46% 22% 29%
FACEBOOK
46% of customers want
to engage with brands
via Facebook to solve
problems.
39% of them are looking
t...
TWITTER 81% of Twitter users
expect same-day
customer service
responses.
30% of Twitter users
expect responses
within 30 m...
MORE THAN
1 MILLION PEOPLE
view tweets about
customer service
every week.
ROUGHLY
80%of customer service
tweets are negati...
On average, 1 SOCIAL
CUSTOMER will tell
42 OTHER PEOPLE
about a company.
88% OF CUSTOMERS are
influenced by reading review...
HOW DOES THIS SHIFT IN AUTHORITY AFFECT
CUSTOMER SUPPORT FOR
BUSINESSES?
UNFORTUNATELY, MANY ORGANIZATIONS STILL DO NOT
BELIEVE IN THE AUTHORITY OF THE SOCIAL CUSTOMER.
60%of companies
don't resp...
88% of consumers are less
likely to buy from companies
that ignore complaints and
questions on social media.
ONLY 17% of c...
THE MOST SOCIALLY PROACTIVE COMPANIES
SEE SOLID RESULTS:
Customers who engage with companies over
social media spend 20% t...
HOW SHOULD YOU PREPARE YOURSELF FOR
THE COMING AGE OF THE
SOCIALCUSTOMER?
NO MATTER HOW EMBARRASSED OR FRUSTRATED YOU MAY FEEL
WHEN A CUSTOMER COMPLAINS ON SOCIAL MEDIA, YOU SHOULD
ALWAYS RESPOND....
WHEN RESPONDING TO THE SOCIAL CUSTOMER,
DON’T FORGET TO:
STRIVE FOR FAST RESPONSE TIMES.
BE HUMAN AND, AT TIMES, APPLY HUM...
TO IMPROVE YOUR COMPANY’S OVERALL PLAN FOR
SOCIAL CUSTOMER SERVICE, CONSIDER THESE TIPS:
LISTEN TO YOUR CUSTOMERS AND
BUIL...
EVEN IF THE CHANNELS (FACEBOOK, TWITTER, ETC.) EVOLVE,
THE SOCIAL CUSTOMER IS HERE TO STAY.
IN THE NOT-SO-DISTANT FUTURE,
...
DESK.COM IS THE ONLY CUSTOMER SERVICE PRODUCT BUILT FROM THE GROUND UP TO SERVE THE
NEW SOCIAL CUSTOMER. VIEW AND RESPOND ...
THEDAWNOFTHEDIGITALAGE,along with the explosive growth
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THEDAWNOFTHEDIGITALAGE,along with the explosive growth The Undeniable Authority of the Social Customer

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THEDAWNOFTHEDIGITALAGE,along with the explosive growth
of social media, has forced the
evolution of customer service.
With it came the rise of a new
customer—one who has been
known to topple even the most
respected of brands.
THIS NEWFOUND AUTHORITY IS KNOWN AS
THE SOCIAL
CUSTOMER.

Publié dans : Business, Technologie

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