Infographic by- Invesp
I wanted to share this infograph that HubShout recently published titled “Social Media & Customer Service.” There are some stats in here I don’t see as often, such as the number of people who think brands should keep the same social hours on weekends, and how many customers call companies when they do not reach resolution via social channels. And, this infograph shows that the percentage of brands responding to social media inquiries more than doubled from 2012 to 2013! Enjoy.
Kiwi Services, providers of water damage restoration services, impressed me recently with their insightful customer service. The Atlanta area had record low temperatures this January, like much of the country. Water pipes had been breaking all over town for days. I thought I was going to escape the fate so many of my neighbors met. I was wrong. Last Wednesday I came home to a stream of water flowing down my street, coming from my driveway. When I opened the garage door, I realized that stream was coming from inside the house. The source proved to be a burst pipe in the laundry room. All over those nice bamboo floors. Sigh.
Since I was late to the broken pipe party, the service providers were already inundated with repair requests. Many of the smaller water damage restoration companies in the area had full mailboxes, or busy signals. Kiwi Services answered the phone. They reacted to the demand for service by quickly staffing up for this weather event. The customer service agent advised me that Kiwi was taking contact information and calling back to schedule consultations as quickly as they could. She promised they would keep me advised, but also noted it could be a few days before a team could visit because of the high volume of requests. And keep me advised they did. Someone from the Kiwi office called twice a day to let me know they hadn’t forgotten about me, and kept me in the loop on their plans. They shared with me that they were flying in technicians from California and Arizona to help with the high demand. This made me feel like they were doing all they could, which put my mind at ease and helped me to relax. I was even quite calm. One of the reps that called said “Thank you so much for being so nice. There is actually a note on your file that you are really nice.” It’s easier to be nice when you feel assured you will be taken care of.
When the Kiwi team came out, they listened carefully to my story about how the water damage occurred, where the water traveled, and how it left the house. They thoroughly explained what needed to be done, the options available to me, the procedures they would follow, and what I could expect. They were on time and professional, even though they had been flown in from the west and were living out of hotels, working long hours. My husband brought the crew back pizza, and they were so happy to have it. When it was time to remove the drying equipment a few days later, they called ahead to make sure we knew they were coming, and within a few hours, all was finished.
So, what can you do, today, in your business, to make your customers want to be nice to you? Recommend you to friends? Write grateful blog posts about you? Here are a few things you might consider:
5 Ways to Provide Excellent Customer Service
- Answer the phone (or post) when a customer reaches out. Even if the answer is “I have no answer, just want you to know we haven’t forgotten.”
- Update customers regularly as promised, even when that is tough to do. Especially when it’s tough to do.
- Provide relevant information about new developments to show customers progress is being made.
- Listen to the customer’s story. Even if you’re pretty sure you already know what it will be, listen anyway. You might find valuable information in that story.
- Keep promises made about arrival times, services that will be delivered, and results that can be expected.
A great big thank you to Kiwi and their staff for putting in all those extra hours away from their families and traveling far and wide to get so many of us back to normal. Nicely done.
Check them out for yourself at http://www.kiwiservices.com/water_damage.htm
So, I don’t like the term “complainer” when we talk about customers seeking support on social media. Why? Because sometimes I am a customer seeking support on social media. We all are. And I’m not complaining, I’m looking for assistance. I’ve purchased or signed up for your product or service, and I have some expectations. If those expectations aren’t met, I’ll want to discuss that with you. So, I don’t agree with that label. I do, however, like the information in this infograph. I agree that customers have different backgrounds and experiences and there is no cookie-cutter response that will work for everyone. These types of customers want to be treated in unique ways, and if you miss those signs, you might lose that customer. So, try to disassociate me with the “complainer” label, as I do not approve. I also only recommend taking conversations offline when they become useless or annoying to the greater audience, or when sensitive account information is involved. Otherwise, much of this is good data.
Embedded from ExactTarget
Wow, is it time for predictions already? Things move fast in social, and to me it seems the whole year has flown by.
Marketers are predicting that more money will be spent on social media next year because of its attractive price tag and its ability to reach consumers where they are. There is also chatter about whether Google+ will gain traction this year, and questions around how Snapchat will factor in.
Regardless of the platform, it seems that the concepts of social listening and customer support are here to stay. The changing venues of this listening may create some challenges in the customer support department as we scramble to get the feed from the latest new location. Thankfully, monitoring tools have made tremendous advances and many are able to add sites very quickly to get the data needed.
5 Social Customer Support Predictions for 2014
- Measurement – Listening and engagement tools are not only developing rapidly, but specializing as well. This should enable us to move away from soft metrics on social care and get insight to some really neat things, like cost per transaction, handle time, and the like.
- First Stop: Social Media – Historically, many customers reached out on social media out of frustration with traditional channels, and as a last resort. As social care proves to be a handy option, I think we might see some customers head straight for social media.
- Push for Faster Response Times – Customers want responses right now. Engagement tools are increasingly able to help us respond more quickly. Seems we may see a trend toward decreasing response times.
- More Volume, Staffing Increase – As our friends in marketing spend more ad dollars on social (as their 2014 predictions say), and customers come to us first expecting faster response times (boy I’m starting to feel like that song, “On the first day of Christmas” where the list gets longer and longer), we’ll probably need more staff to support that. Take those good operational metrics with you when you ask for that headcount; you’ll probably need them!
- Integration – Now that social care is established and collecting customer feedback, expect that feedback to be integrated into other departments.
So, what about this concept that if everyone is complaining, it should start to matter less as our senses dull? I do agree that with so many customers sharing their brand experiences it may be more challenging for stories to go viral; however I don’t think that provides any safety to companies. It seems that the general impression your brand makes on consumers as a whole may rise above the din of countless individual stories to leave a lasting impression. We saw this with the cancelled Chase Bank #AskJPM Twitter Q&A. Though you may not have read every comment, the overall sentiment was pretty clear.
I’m excited to see what 2014 holds for social customer support. We have the opportunity to be personal at scale, and then understand what our customers are telling us to better serve their needs.
KISSmetrics recently published this insightful infograph with useful data gathered from consumers nationwide. Click the image to enlarge.
Getting really good at something requires practice. So does maintaining that skill level. I remember my first customer service job, I was so nervous. I had no idea what to do or say. Taking that first phone call was terrifying. What if they ask me… you know, a question or something? What would I do? But then, you do it more, you learn things, and before you know it, you’re pretty good. And you stay good because your skills are constantly used.
Before I knew it, a couple decades passed (can you believe it!) and I’m running a social media customer support operation. Maybe you are too, since you’re reading this blog about a very small-niche specialty. Creating a framework to support operations can be all-consuming. It can seem impossible to find the time to go exercise those customer service skills again. I recommend, however, that you do just that. Taking some time on a regular basis to answer customer posts and complete the tasks your team members perform daily can provide valuable insight into process improvement opportunities. It can also ensure that your expectations of your team and your customer are reasonable. There is just no substitute for walking in the shoes of your team to shed light on their reality. The television series “Undercover Boss” shows us how illuminating it can be to provide the customer service you prescribe (well, it’s a bit formulaic and over the top, but still provides a good lesson.) We see there that occasionally the processes we develop do not perform in the field as we imagined. Below I’ve outlined a few steps that can help ensure you have an accurate view of the team and customer experience.
3 Steps for Hands-on Leadership:
- Schedule regular meetings with your team. Request feedback and implement necessary changes.
- Observe team performance. Discuss findings and ask for opinions.
- Block out regular times to personally complete tasks your team would complete. Correct any pain points after discussion with the team.
So, give it a try. Tweet a response to your customer; post a reply on Facebook. For call centers, go ahead and personally call a customer. If you’re in retail, go chat with your customer. You might find everything running very smoothly, or you may find some opportunities for growth.