It’s no longer about how fast (although that still counts). It’s about how well you respond to a customer. The customer demand for better service generated from explosion of social media drives this today. For example, incoming customer support channels include:
- 40% Call centers (52% of inbound calls are not resolved on the first contact)
- 29% Written, in person
- 18% Email
- 13% eService (Web, Facebook, Twitter, Yelp, etc.)
But eService will be the next customer service battleground:
- It’s projected to grow by 53% in 2013.
- By 2014, not responding to a customer on a social channel will be as detrimental as ignoring emails or phone calls are today.
- 20% of the Fortune 500 companies engage with their customers on Facebook.
- 58% of those who tweeted about a bad experience have never received a response from the company.
In the age of social empowerment companies have to build customer engagement around social media. Emerging social support metrics will include measurements that reflect:
- Customer sentiment
- Self-service usage
- Cross and up sell rates
- Likes, retweets, +1s, etc.
- Live conversations about products or services
Contact us today at (866) 524-4744 or click here to help set up your website for the upcoming season.