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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%
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