emerging best practices in social customer services
DESCRIPTION
An annual view of how the social customer service industry is developingTRANSCRIPT
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
UK Communication Behaviour
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Brands Are Waking Up
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
216 Advisorsglobally
Standards Are Rising
ChannelBehaviour
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Mobile Access
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Where Next?
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Advisor
Virtual Advisors
IVR
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
Voice – Text – Video
A S S I S T E D S E R V I C E – S E L F S E R V I C E
©Brainfood Consulting 2013
Putting Social In Context
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Advisor
Virtual Advisors
IVR
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
Voice – Text – Video
A S S I S T E D S E R V I C E – S E L F S E R V I C E
©Brainfood Consulting 2013
Putting Social In Context
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
The Rise Of Video
CustomerEff ort
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
Conversati onalStyle
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
1
In Rapport2
On Brand
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
A Culture Of Excellence
Levels ofResponsiveness
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Good Enough?
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Excellent!
Service Specifi cInfrastructure
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Advisor Dashboard
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Team Leader Dashboard
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
TwitterFacebook
P2PCommunity
One set of routing rulesOne source for reporting
Cross Channel Management
Organised Under A System Of
Unified Queuing
Operati onalManagement
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Scheduling
1. Use social analytics to map traffic patterns2. Consider the variables3. Use what you’re seeing to project future workload4. Factor in social crisis volumes (10-1,000 volumes)
SiloBusti ng
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
StarHub’s Singapore Centre
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Wells Fargo’s Center
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
R&D
Finance
Manufacturing
Sales
Marketing
Distribution
Customer Service
Customer Hubs Are Strategic
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Command Centre 2.0 Is Coming
GrowthTrends
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Where Does The Time Go?
Why Does All This Remain Important?
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014