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Social customer serviceTHE RISE OF MESSAGING AS A SUPPORT CHANNEL
3 in 4 Internet users use messaging apps
Live chat for service yields
Is fastIs fast Provides one-on-one interaction
Provides one-on-one interaction
Gives websites a voice to answer customer questions
Gives websites a voice to answer customer questions
Customer service through messaging:
92% customer satisfaction
THE ADVANTAGES OF SOCIAL CUSTOMER service
Customer service + live chat =
Convenient PrivatePersonal
· Real-time service
· Gives control to the customer
· Allows for multi-tasking
· One-on-one communication
· Representatives are engaged
· Opportunity for troubleshooting
· Can’t be overheard
· Secure
Follow the link for more socialcustomer service advantages
A big thumbs up to brands that want to chat with me
BUSINESS BENEFITS OF SOCIAL CUSTOMER service
Can be used internally for· Building rapport
· Sharing knowledge
· Building brand culture
Provides instant access to your brand· Nurture meaningful connections
· Provide the right answer at the right time
· Resolve, track and follow up on issues
Creates value· Cost efficient
· Representatives can help multiple people at once
· Creates opportunity to collect customer data
· Increases sales 1 in 3 are more likely to buy after messaging
Read more on how brands can benefit from social customer service
PRINCIPLES AND BEST PRACTICES
A gold star for social customer service
Prepare for busy times· Boost staff during peak times
· Ensure your IT system is equipped to handle high messaging volumes
Include messaging records in your CRM
Train staff on:· Where to find accurate answers
· How to use chat system features
· How to write for chat
· When to use canned versus free-form responses
· How to uncover customer needs
Commit to continuous improvement
Learn more about mastering social customer service
I'm so glad we chatted
FOLLOW THESE GUIDELINES FOR A SEAMLESS CHAT EXPERIENCE
Timing is everything· Respond in 30 seconds or less
· Check in with unresponsive customers after 2 minutes
To Script? Or not to script?· Know when to bypass the script· Personalize every experience
First things first
· Answer questions
directly
· Provide the most important
information first
Assist above all else· Avoid promotional verbiage
· Don’t sell· Don’t rush
The 3 E’s of attitude
EmpathyEnergyEngaged
Proactively communicate
Initiate chat with struggling customers
Let customers know if they’ll be put on hold or transferred
Ask before sending a URL
Follow the link for more on creating a seamless chat experience
Social customer service can delight customers and create value—both worthwhile investments in your brand.
Infographic created by www.4imprint.com, based on the Social customer service Blue Paper®. Download Blue Paper at: http://info.4imprint.com/blue-paper/social-customer-service/
Sources:
1. “6 Ways to Enhance Customer Support with IM.” ClickDesk Blog. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.
2. Anderson, Meghan Keaney. “Why We're Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <http://blog.hubspot.com/marketing/messaging-apps>.
3. Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <http://liveperson.com/aspire/connected-customer/posts/messaging-new-age-customer-service>.
4. Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
5. “”Chat Etiquette” for Better Digital Customer Service.” TELUS International. TELUS International, 08 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/chat-etiquette-for-better-digital-customer-service/>.
6. “Customer Service Trends | 10 Trends in Customer Care 2015.” WDS. WDS, A Xerox Company, 15 Feb. 2015. Web. 10 Feb. 2016. <http://www.wds.co/10-trends-2015/>.
7. Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <http://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
8. Patil, Arun. “North America Text Analytics Market Is Expected to Reach a Value of $1,995.8 Million by 2019 According to New Research Report.” WhaTech. WhaTech, 21 Oct. 2015. Web. 11 Nov. 2015. <https://www.whatech.com/market-research/it/102919-north-america-text-analytics-market-is-expected-to-reach-a-value-of-1-995-8-million-by-2019-according-to-new-research-report>.
9. “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.
10 “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.
You may reproduce and distribute this infographic in its entirety. You may not create derivative works. (Licensed under the Creative Commons: http://creativecommons.org/licenses/by-nd/3.0/)
www.4imprint.com
Social customer serviceTHE RISE OF MESSAGING AS A SUPPORT CHANNEL
3 in 4 Internet users use messaging apps
Live chat for service yields
Is fastIs fast Provides one-on-one interaction
Provides one-on-one interaction
Gives websites a voice to answer customer questions
Gives websites a voice to answer customer questions
Customer service through messaging:
92% customer satisfaction
THE ADVANTAGES OF SOCIAL CUSTOMER service
Customer service + live chat =
Convenient PrivatePersonal
· Real-time service
· Gives control to the customer
· Allows for multi-tasking
· One-on-one communication
· Representatives are engaged
· Opportunity for troubleshooting
· Can’t be overheard
· Secure
Follow the link for more socialcustomer service advantages
A big thumbs up to brands that want to chat with me
BUSINESS BENEFITS OF SOCIAL CUSTOMER service
Can be used internally for· Building rapport
· Sharing knowledge
· Building brand culture
Provides instant access to your brand· Nurture meaningful connections
· Provide the right answer at the right time
· Resolve, track and follow up on issues
Creates value· Cost efficient
· Representatives can help multiple people at once
· Creates opportunity to collect customer data
· Increases sales 1 in 3 are more likely to buy after messaging
Read more on how brands can benefit from social customer service
PRINCIPLES AND BEST PRACTICES
A gold star for social customer service
Prepare for busy times· Boost staff during peak times
· Ensure your IT system is equipped to handle high messaging volumes
Include messaging records in your CRM
Train staff on:· Where to find accurate answers
· How to use chat system features
· How to write for chat
· When to use canned versus free-form responses
· How to uncover customer needs
Commit to continuous improvement
Learn more about mastering social customer service
I'm so glad we chatted
FOLLOW THESE GUIDELINES FOR A SEAMLESS CHAT EXPERIENCE
Timing is everything· Respond in 30 seconds or less
· Check in with unresponsive customers after 2 minutes
To Script? Or not to script?· Know when to bypass the script· Personalize every experience
First things first
· Answer questions
directly
· Provide the most important
information first
Assist above all else· Avoid promotional verbiage
· Don’t sell· Don’t rush
The 3 E’s of attitude
EmpathyEnergyEngaged
Proactively communicate
Initiate chat with struggling customers
Let customers know if they’ll be put on hold or transferred
Ask before sending a URL
Follow the link for more on creating a seamless chat experience
Social customer service can delight customers and create value—both worthwhile investments in your brand.
Infographic created by www.4imprint.com, based on the Social customer service Blue Paper®. Download Blue Paper at: http://info.4imprint.com/blue-paper/social-customer-service/
Sources:
1. “6 Ways to Enhance Customer Support with IM.” ClickDesk Blog. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.
2. Anderson, Meghan Keaney. “Why We're Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <http://blog.hubspot.com/marketing/messaging-apps>.
3. Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <http://liveperson.com/aspire/connected-customer/posts/messaging-new-age-customer-service>.
4. Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
5. “”Chat Etiquette” for Better Digital Customer Service.” TELUS International. TELUS International, 08 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/chat-etiquette-for-better-digital-customer-service/>.
6. “Customer Service Trends | 10 Trends in Customer Care 2015.” WDS. WDS, A Xerox Company, 15 Feb. 2015. Web. 10 Feb. 2016. <http://www.wds.co/10-trends-2015/>.
7. Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <http://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
8. Patil, Arun. “North America Text Analytics Market Is Expected to Reach a Value of $1,995.8 Million by 2019 According to New Research Report.” WhaTech. WhaTech, 21 Oct. 2015. Web. 11 Nov. 2015. <https://www.whatech.com/market-research/it/102919-north-america-text-analytics-market-is-expected-to-reach-a-value-of-1-995-8-million-by-2019-according-to-new-research-report>.
9. “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.
10 “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.
You may reproduce and distribute this infographic in its entirety. You may not create derivative works. (Licensed under the Creative Commons: http://creativecommons.org/licenses/by-nd/3.0/)
www.4imprint.com
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