So many infographics focus on social media demographics and usage but few look at social customer service. Fewer still focus on comparing the social world with the non-social world. At Sentiment we feel that there is plenty the social world can learn from the way customer service is done through voice, email and web chat.
The infogrpahic is our way of showing how much social can learn from the traditional world. We took the 10 lessons approach as ultimately social is a channel that is evolving all the time and businesses are constantly learning about how to effectively engage with social.
We have split the content into three areas – agent activity, customer sat and disaster recovery. We could have done more, but there is only so much you can squeeze onto an infographics!
1. Agent activity
We thought we would look at how current customer service agents work and their key day to day activities when providing customer service. There is a fair amount of debate about whether social is handled by ‘social agents’ or by those currently dealing with customers. Whatever your position we thought we would look at how an agent needs to behave and act when providing effective customer service through social.
2. Customer sat
We thought we would look at some possible metrics for social customer sat. As social is an evolving channel so too this is an area that is changing all the time so we have put down some possible metrics business can use to measure customer sat on social. It’s a moving feast but we would be really keen to hear from you in terms of what you currently use. What is certain is that responsiveness is key on social and the metrics have to be there to reflect that.
3. Disaster recovery
We go by the old adage of we don’t plan to fail as we don’t fail to plan. Business continuity/disaster recovery is an industry on its own but social is now a real issue that businesses just can’t ignore. The technology is there, but it’s a case of matching the process and people to it as well as taking care to plan ahead to avoid failure. The thing with a ‘social’ disaster is, as a business you have no idea when it could happen but you know you have to deal with it effectively when it does.