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10 Trends to Watch in Social Customer Service in 2013

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10 Trends to Watch in Social Customer Service in 2013

  1. 1. 10 Trends to Watch in Social Customer Service in 2013
  2. 2. What’s the overall trend in 2013?
  3. 3. OVER ALL TREND IN 2013 More Social Channels More Time Being Spent on Social More Users +
  4. 4. GR OW TH R ATES A N D N U MB ER OF U SER S 343 million users Active users base grew by 33% from June 2012 through to March 2013 500 million users 44% growth rate from June 2012 to March 2013 48.7 million users Total unique visitors increased by 2,702.2% since May 2011 (Wishpond) 225 million users Two new users join LinkedIn every second 1.11 billion users 751 million mobile users access Facebook every month 1 billion users Reaches more U.S. adults ages 1-34 than any cable network
  5. 5. Americans ages 18-64 who use social networks say they spend an average of hours per day on the networks (Ipsos Open Thinking Exchange) Users spend on average over minutes on Facebook each month (Nielsen)
  6. 6. 17% of adults have increased their time spent on social media over the past 6 months The Drum
  7. 7. NUMBER 1 “words tell, but pictures sell” Visual Social Media has been on the r i s e Nearly tripled the number of users from 2012 to 2013 Gained 13 million users in the first 7 months 40 million pictures posted daily
  8. 8. NUMBER 2 Switching to simpler and cost effective social media advertising relying on ratings, photos, and reviews to provide feedback = customers, ROI, sales and leads
  9. 9. NUMBER 3 Companies now need to create communities and engage in personal relationships within already established social networks
  10. 10. NUMBER 4 Continued r i s e of expectations… ….Gap between what customers expect and what they receive continues to grow Top brands with premium customer service set the bar high for others and capitalize the differences
  11. 11. NUMBER 5 Speed is King People have less free time and companies need to prioritize fast and efficient service
  12. 12. NUMBER 6 Customer Power Shift Power balance is tipping away from the corporation and in the favor of the customer Customers are smarter and more resourceful.. …They expect the best customer service from all companies or they will blast public comments and do business elsewhere
  13. 13. NUMBER 7 Current online customer support is disappointing… …call centers aren’t enough anymore of customers are dissatisfied with phone experience (Gartner) Increasingly impatient with being on hold
  14. 14. NUMBER 8 Customer experience and retention must be a priority
  15. 15. NUMBER 9 Older demographic (age 55+) continues to adapt to social media
  16. 16. NUMBER 10 Customers prefer self-service of consumers will always check a website first before emailing or calling a company (Synthetix)
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