Are You Preparing for The Next Customer Service Battleground?

It’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.