Tweak Your Biz » Sales » Report: Social Business | Social Customer Service, Care & Support

Report: Social Business | Social Customer Service, Care & Support



Social media have driven a shift in the control of brand sentiment in favour of the consumer. While the majority of businesses continue to offer no or very poor (social) customer service via their social media channels, others are responding very effectively to this increasing customer demand.

These companies are using social media to pro-actively seek out, engage with and manage customer opinion, while positioning themselves as both social businesses and customer-centric organisations.

Social Customer Service

Social Customer Service can be defined as Social Media/Business meets Customer Care, and has emerged as a result of organic online conversation taking place about business where the business did not have a communication or service strategy in place to manage in a positive way.

“Engaging in honest, direct conversations with customers and stakeholders is a part of who we are, who we always have been. The social web amplifies our opportunity to listen and learn and invest ourselves in two-way dialogue, enabling us to become a better company with more to offer the people who depend on us” - Michael Dell

In order to achieve a well ordered and managed online customer service experience there are many factors to take into account. A recent Forrester Report detailing the online Customer service vision for 2013 noted that:

“Across all demographics, voice is still the primary communication channel used, but is quickly followed by self-service channels, and digital channels like chat and email. Channel usage rates are also quickly changing: we’ve seen a 12% rise in web self-service usage, a 24% rise in chat usage, and a 25% increase in community usage for customer service in the past three years. Expect customer service organizations to better align their channel strategy this year to support their company’s customers’ needs. Expect them to also work on guiding customers to the right channel based on the complexity and time sensitivity of interactions.”

Ahain Group Report on Social Customer Service

This Ahain Group Report on Social Customer Service details the components of Social Customer Service across the digital spectrum providing best practice studies and key insights into Social care conduct and the management of brand reputation through crisis. In conjunction with this report, the Ahain Group will run a Social Customer Service Master Class on Tuesday 1st October in Dublin.

Social Customer Service Master Class

The Social Customer Service Master Class will be delivered by leading trainer Greg Fry. The focus will be on the skills and knowledge required by business to manage the online customer service needs of the social consumer. The course is suitable for customer centric organisations and professionals. Places are limited to twelve and are on a first- come, first- served basis.

Download the Report: Social Business | Social Customer Service, Care & Support. 

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The Author:

Digital expert, top 10% influencer with over 10 years’ senior management experience - including managing projects and teams, and growing companies in the Irish, international and online marketplaces. Co-founded one of the largest B2B blogs in the world, helped grow a B2B social media to over 1,000,000 members, created the strategy for one of the most effective SME Facebook pages in the world and have grown 3 business websites (TweakYourBiz.com, BizSugar.com & MyKidsTime.ie) to in excess of a 100,000 unique visitors per month. Have consulted and worked with both corporate and SME clients on leveraging digital to drive business KPIs. Speaker at industry events, have authored several industry reports on the Digital Economy and appeared in the New York Times, Washington Post, Business Insider and other leading online and offline business publications. Specialities include: Entrepreneurship Business Development, Start-ups, Business Planning, Management, Training, Leadership, Sales Management, Sales, Sales Process, Coaching, Online Advertising, Blogging, Online Marketing, Social Media Marketing, Digital Marketing, Content Marketing, SEO, Social Media Strategist, Digital Strategy, Social Media ROI, User Generated Content, Social Customer Care. http://tweakyourbiz.com/

Add Your Comment

  • Rebecca Price

    Niall,

    Social customer service has so much potential and the whole reputation management thing with social media is important to focus on too.

    A lot of businesses find it all too easy to forget that there are real people at the other end of that Facebook or Twitter account.

    The report you mentioned looks interesting, some light reading for the weekend I think!

    Thanks,
    Rebecca.

  • http://www.ahaingroup.com/ Niall Devitt

    Hi Rebecca,

    You’re spot on! Engaging in a race for fans or followers is entirely limiting when you really consider that each one is a human being. Hope you enjoy the report & thanks a lot for the comment.

    Regards,
    Niall

  • susanpayton

    Great list, Keith. I’d add “no marketing or business plan.” A lot of people have no idea why they’re in business, so of course, they can’t achieve those nonexistent goals.

  • hannahlucy07

    i goona know very important things from here.

    Help desk Ticket Management

  • http://www.callboxinc.com/ Marissa Davidson

    I like it! Competitions are everywhere. Business owners have their own marketing strategy on how to beat their competitors. You can actually promote what you can offer and you will win them over. Also, having an active presence on social media could be an edge.