Bright things for customer-obsessed brands #6

Bright things for customer-obsessed brands #6

Caz Yetman

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world.


BRIGHT INSIGHTS

Only 14% of companies measure customer satisfaction via social
And the top 100 brands ignore 78% of tweets! Here’s three social customer care trends you need to know.

Putting Social Customer Care Under The Microscope
If you missed out on Conversocial’s webinar, ‘Putting social customer care under the microscope’ last week, you can still view the recording here along with the slides. Key takeouts included a list of KPI’s:

  1. Customer satisfaction – I agree that this is the most important one.
  2. Resolution rate – Are your agents deflecting to other channels too frequently and too soon?
  3. Message content – Tone, grammar, spelling, empathy, repetition
  4. Response rate – these will be tied to business objectives
  5. Types of issues dealt with – this can help you form a proactive servicing strategy
  6. Total handling time
  7. Customer advocacy – These will be tied to brand objectives

8 Tips for Social Customer Service
If you’re thinking of offering social customer service and not sure where to start, here’s some neat tips including what to include in your strategy and some rules on deleting posts.


BRIGHT IDEAS

“MoneyPenny”
Facebook is working on a virtual assistant feature with it’s messenger app, referred to as “Moneypenny” to allow users to ask real people for help researching and ordering products and services. among other tasks.

How to make self-service an integral part of your customer service strategy
This report by Gartner provides a guide to creating a consistant cross-channel strategy that will make your customer service more efficient and cost-effective.

“By 2017, ⅔ of customer service interactions will require no human assistance” – Gartner

Should your boss be tweeting more…or not at all?
The BBC says you can make the most of Twitter and avoid slip-ups, like those from the likes of Michael O’Leary and Kenneth Cole, by following their tips and getting the right training.
– Speaking of which, we’ve just designed a course for execs using social media and building their personal brand online.

Kenneth-Cole-Tweet

Is there a generation disconnect in customer service?
Join the Twitter chat today at 5pm BST.


BRIGHT BONUS

Social Customer Service Maturity Assessment
If you think that your social media customer service might need some improvement, take our simple maturity test and we will contact you to arrange no obligation consultation to discuss our recommendations for you. It should take about 5 minutes.


If you’d like to talk about your social customer service needs, get in touch at info@brightcultures.com. We create end-to-end social customer care solutions and specialise in regulated industries. 

Image credit: Jérémy Lelièvre