facebook-likeIt’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.

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