The Five Benefits of Social Customer Service

May 7, 2012 Comments
The Five Benefits of Social Customer Service

Last week, thinkJar and Sword Ciboodle released a whitepaper, We Are Social: The State of Social Customer Service, and in it identified the top 5 primary benefits of social customer service:

  • Increased Customer Satisfaction
  • Meet Customer Expectations
  • Intangible Benefit
  • Increased Loyalty
  • Reduced Cost of Customer Support

Other benefits included increased revenue and deflected phone calls coming into the call center. One data point that I found interesting is that a little over 20 percent of those surveyed reported that they are not using social channels just yet.

Other interesting findings that came from this report include:

  • 35% of organizations between 100 – 500 agents have not started to implement social customers service
  • 40% of those organizations with more than 1,000 agents have deployed social customer service for the past 2 years
  • Two thirds of organization that are piloting social customer service are doing so with no defined process
  • 59% of organizations have adopted Twitter as a channel for social customer service; and 60% have adopted Facebook

  • http://twitter.com/Rach_Tran Rachel Tran

    This is indeed an interesting report, that really starts to shed light on the maturity of social customer service in most companies. What is perhaps most significant is the high number of businesses that are starting to do something in social customer service, but are still far off having solid social engagement programs in place. Even though many more organisations are turning their attention to complaints and questions on social platforms – are they really treating them as a serious customer service route? We recently did a study, Who’s Keeping Up With Twitter? (you can d/l it here: http://www.conversocial.com/resources#research-papers), and found that only a small percentage (13%) of complaints received a response from some of the top 100 American clothing retailers. Another recent study by American Express Global Customer Service Barometer (http://soc.li/0icoWOG) shows the damning effects of bad customer service online, with customers telling more people about bad experiences over good experiences. Over the past year, there has been a significant move towards social customer service, as companies begin to appreciate the value, but unless done properly, seemingly small issues can quickly become a big problem.

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A world-class social business should be built upon three pillars – people, process and platforms (or technology). The people of ...