Everyday, more customers are connecting with companies using social media. The best way to meet their needs is by utilizing social customer service. This presentation covers how companies are able to better interact and retain customers through the use of social media channels.

1. Social Media
for Your Small
Business
Part 5: Social Customer
Service

3. Distinguish Yourself
There are a lot of individuals and companies on the
internet and they’re making a lot of noise.
It’s more important than ever to ensure you’re
delivering a quality customer experience.

4. Misconception:
Social media sites are only beneficial for
marketing purposes

5. Misconception:
Social media sites are only beneficial for
marketing purposes
Think about this:
Customer behavior is changing faster than
companies are adapting.
Social media allows a company to directly
communicate with customers. It is an essential part
of providing excellent customer service

6. Brands & Consumers
Disconnected
Your customer is in need of
help. Your social media
channels are sending
automated marketing
messages.

7. Brands & Consumers
Disconnected
Your online customers shop
when it’s convenient for
them but your customer
service team works bank
hours.

8. Brands & Consumers
Disconnected
You’re focused on your sites
and expect customers to
come to you.

9. Brands & Consumers
Disconnected
A customer is “low-
transacting” but has a
significant online following.
Why aren’t you valuing
them?

10. Brands & Consumers
Disconnected
Everyone is overwhelmed
by incoming notifications
and email. Your messages
aren’t relevant and/or
personalized so they’re lost.

11. Is Customer Service Marketing?
 Companies have
been using social
media primarily for
marketing and
advertising
 It has been so
valuable companies
are afraid to dilute it
with customer
service
 Helping customers
through social media
can improve your
brand image and
reputation
 By providing social
customer
service, your brand
can show you are
committed to
ensuring customer
satisfaction

15. 1/3rd
to contacting a company by phone
“social care”
of social media users prefer
*Forbes.com 2013

16. So….
Consumers are interacting with companies through
social media for customer service.

19. 1. Have a separate
customer service
account
2. Aim for single
contact resolution
3. Handle a crisis
intelligently
4. Staff training is
essential
Social Media as a
Customer Service
Tool

20. Social Customer Service:
 Respond Quickly
Businesses that
respond quickly with
solutions to customer
issues demonstrate
positive customer
service
 Be Proactive
If you know about an
issue, don’t wait for
complaints to roll in.
Be proactive and let
customers know
about issues and
your plans to address
them

21. Source:
socialmediatoday.com

22.  Value Complaints
Customers who are
more engaged
with a company’s
social media
channels spend up
to 40% more than
other customers.
Even customers
who complains
spend an extra 20%
more than other
customers

23.  Dedicate Resources
Social customer service should not be treated
as marketing. Dedicate resources to listening
and responding to what customers are
saying.

24. Use Google Alerts or Twitter
searches to find brand
mentions. Then respond as
appropriate

27. The Customer is Always Right
Customers no longer need a hotline to express
their opinions.
Thanks to social media, customers have the
ability to share their experiences and affect the
impressions and decisions of others worldwide.
Responding to comments (positive and
negative) should be a handled like any other
customer service issue not as a marketing effort.

28. Case Study: Gap #Fail

29. Case Study: Gap #Fail
Details
 All these posts went unaddressed by Gap
 Social Media staff wasn’t trained to address
customer service issues
 Customer Service staff wasn’t trained to handle
social media
 This situation (and similar ones—apparently this is
a reoccurring problem for Gap) damaged the
company’s brand and image with consumers

30. Elements of Good Social
Customer Service
 Personal
 Proactive
 Efficient
 Consistent

31. If you have questions you can
follow up with us via
 Twitter @Oasisky
 Facebook
facebook.com/OasisSolutionsGroup
 LinkedIn
linkedin.com/groups/Oasis-Solutions-
Group-Customer-Network
 Blog http://blog.oasisky.com/

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