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10 Trends to Watch in Social Customer Service in 2013

10 Trends to Watch in Social Customer Service in 2013

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Page 1: 10 Trends to Watch in Social Customer Service in 2013

10 Trends to Watch in Social Customer Service in 2013

Page 2: 10 Trends to Watch in Social Customer Service in 2013

What’s the overall trend

in 2013?

Page 3: 10 Trends to Watch in Social Customer Service in 2013

OVER ALL TREND IN 2013

More Social Channels

More Time Being Spent on Social

More Users

+

Page 4: 10 Trends to Watch in Social Customer Service in 2013

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

Page 5: 10 Trends to Watch in Social Customer Service in 2013

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)

Page 6: 10 Trends to Watch in Social Customer Service in 2013

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

The Drum

Page 7: 10 Trends to Watch in Social Customer Service in 2013

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

Page 8: 10 Trends to Watch in Social Customer Service in 2013

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

Page 9: 10 Trends to Watch in Social Customer Service in 2013

NUMBER 3

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

Page 10: 10 Trends to Watch in Social Customer Service in 2013

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

Page 11: 10 Trends to Watch in Social Customer Service in 2013

NUMBER 5

Speed is King People have

less free time and companies

need to prioritize fast and efficient

service

Page 12: 10 Trends to Watch in Social Customer Service in 2013

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

Page 13: 10 Trends to Watch in Social Customer Service in 2013

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%

Page 14: 10 Trends to Watch in Social Customer Service in 2013

NUMBER 8

Customer experience and retention must be a priority

Page 15: 10 Trends to Watch in Social Customer Service in 2013

NUMBER 9

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

media

Page 16: 10 Trends to Watch in Social Customer Service in 2013

NUMBER 10

Customers prefer self-service

of consumers will always

check a website first before emailing or

calling a company(Synthetix)

90%

Page 17: 10 Trends to Watch in Social Customer Service in 2013

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