Emerging Best Practices In Social Customer Services
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Transcript of Emerging Best Practices In Social Customer Services
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
UK Communication Behaviour
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Brands Are Waking Up
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
216 Advisorsglobally
Standards Are Rising
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ChannelBehaviour
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Mobile Access
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Where Next?
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Advisor
Virtual Advisors
IVR
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
Voice – Text – Video
A S S I S T E D S E R V I C E – S E L F S E R V I C E
©Brainfood Consulting 2013
Putting Social In Context
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Advisor
Virtual Advisors
IVR
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
Voice – Text – Video
A S S I S T E D S E R V I C E – S E L F S E R V I C E
©Brainfood Consulting 2013
Putting Social In Context
![Page 12: Emerging Best Practices In Social Customer Services](https://reader035.fdocuments.us/reader035/viewer/2022062615/547e3fe95806b5bd5e8b4653/html5/thumbnails/12.jpg)
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
The Rise Of Video
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CustomerEff ort
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
![Page 15: Emerging Best Practices In Social Customer Services](https://reader035.fdocuments.us/reader035/viewer/2022062615/547e3fe95806b5bd5e8b4653/html5/thumbnails/15.jpg)
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
![Page 16: Emerging Best Practices In Social Customer Services](https://reader035.fdocuments.us/reader035/viewer/2022062615/547e3fe95806b5bd5e8b4653/html5/thumbnails/16.jpg)
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
![Page 17: Emerging Best Practices In Social Customer Services](https://reader035.fdocuments.us/reader035/viewer/2022062615/547e3fe95806b5bd5e8b4653/html5/thumbnails/17.jpg)
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Name Tells Users It’s A Help Service
The Provision Of Customer Service Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets
Alternative Support Options Are Stated
![Page 18: Emerging Best Practices In Social Customer Services](https://reader035.fdocuments.us/reader035/viewer/2022062615/547e3fe95806b5bd5e8b4653/html5/thumbnails/18.jpg)
Conversati onalStyle
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
1
In Rapport2
On Brand
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
A Culture Of Excellence
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Levels ofResponsiveness
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Good Enough?
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Excellent!
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Service Specifi cInfrastructure
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Advisor Dashboard
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Team Leader Dashboard
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
TwitterFacebook
P2PCommunity
One set of routing rulesOne source for reporting
Cross Channel Management
Organised Under A System Of
Unified Queuing
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Operati onalManagement
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Scheduling
1. Use social analytics to map traffic patterns2. Consider the variables3. Use what you’re seeing to project future workload4. Factor in social crisis volumes (10-1,000 volumes)
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SiloBusti ng
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
StarHub’s Singapore Centre
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Wells Fargo’s Center
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
R&D
Finance
Manufacturing
Sales
Marketing
Distribution
Customer Service
Customer Hubs Are Strategic
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Command Centre 2.0 Is Coming
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GrowthTrends
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014
Where Does The Time Go?
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Why Does All This Remain Important?
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s© Brainfood Consulting Ltd 2014