Social customer service done right: 5 success stories from ASOS to Zappos
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Social customer service done right: 5 success stories from ASOS to Zappos
• Prevention is better than cure – Give customers what they want. 1-2-1 sessions with stylists can sort customer fashion queries before they become complaints
ASOS
• Tie social customer service into sales – “By bringing Customer Relations and Reservations experts into our Social Media team, we’ve organised to respond faster and more often to customer concerns.” Jonathan Pierce, Director of Social Media, American Airlines
American Airlines
• Respond in good time – Hyatt concierges reply in 25 minutes over Twitter on average and have hugely positive sentiment as a result
Hyatt Concierge Services
• Know your ROI – Xbox developed their own algorithm to measure customer service savings through social media
Xbox
Unique customers engaged
with Xbox on Twitter
x
The percent of people wh
o
say they would have call
ed
instead of tweeting
x
Average cost per call
=
$$ saved in call centre
costs
• Get your staff trained up and inspired – Zappos provides all its staff with 4 weeks of customer service training; all hands are called to the pumps at its busiest times
Zappos
about immediate future
We help clients take a strategic view of where social media can add value to their business
8 years of social media experience
Specialists in a diverse industry
We’re impartial
Industry leaders & educators
immediate future MD, Katy Howell, is speaking at The Social Customer 2012 conference in London on March 29
For details and to find out how to claim immediate future's exclusive 10% discount contact [email protected]
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