10 Trends to Watch in Social Customer Service in 2013

10 Trends to Watch in Social Customer Service in 2013

What’s the overall trend

in 2013?

OVER ALL TREND IN 2013

More Social Channels

More Time Being Spent on Social

More Users

+

G R O W T H R AT E S A N D N U M B E R O F U S E R S

343 million users Active users base grew by 33% from June 2012 through to March 2013

500 million users 44% growth rate from June 2012 to March 2013

48.7 million usersTotal unique visitors increased by 2,702.2% since May 2011 (Wishpond)

225 million usersTwo new users join LinkedIn every second

1.11 billion users 751 million mobile users access Facebook every month

1 billion users Reaches more U.S. adults ages 1-34 than any cable network

Americans ages 18-64 who use social networks say they spend an average of

3.2 hours per day on the networks (Ipsos Open Thinking Exchange)

Users spend on average

over

423 minutes on

Facebook each month

(Nielsen)

17% of adults have increased their time spent on social media over the past 6 months

The Drum

NUMBER 1

“words tell, but pictures sell”

Visual Social Media has been on the r i s e

Nearly tripled the number of users

from 2012 to 2013

Gained 13 million users

in the first 7 months

40 million pictures posted

daily

NUMBER 2

Switching to s i m p l e r and cost eff ecti ve social media advertising

relying on ratings, photos, and reviews to provide feedback

Focus = customers, ROI, sales and leads

NUMBER 3

Companies now need to create communities and engage in personal relationships within already established social networks

NUMBER 4

Continued r i s e of expectations…

….Gap between what customers

expect and what they

receive continues to

grow

Top brands with premium customer service set the bar high for others and capitalize the differences

NUMBER 5

Speed is King People have

less free time and companies

need to prioritize fast and efficient

service

NUMBER 6

Customer Power Shift

Power balance is tipping away from the corporation and in the favor of the customer

Customers are smarter and more

resourceful..

…They expect the best customer

service from all companies or they

will blast public comments and do

business elsewhere

NUMBER 7

Current online customer support is disappointing…

…call centers aren’t enough anymore

of customers are dissatisfied with phone experience

(Gartner)

Increasingly impatient with being on hold

85%

NUMBER 8

Customer experience and retention must be a priority

NUMBER 9

Older demographic (age 55+) continues to adapt to social

media

NUMBER 10

Customers prefer self-service

of consumers will always

check a website first before emailing or

calling a company(Synthetix)

90%

FOLLOW US AT

www.parature.com/blog

www.facebook.com/parature

www.twitter.com/parature

www.linkedin.com/company/paratur

www.youtube.com/paratureinc

www.slidesharenet.net/parature

www.parature.com/rss