Social Media week has been running for three consecutive years. This year social media week was reflecting on the global impact of social media and its role as a catalyst in driving cultural, political, economic and social change. Social Media Week holds events and seminars across the globe from Los Angeles, Hong Kong to here in London.
e-shot’s Jeff got involved with social media week on Monday 14th attending ‘The Rise of social Customer Service’ seminars, with speakers; Simon Preece, Social Media Manager from Sainsbury’s, Nico Henderijckx, Social Media Manager from Sony Europe, Coral Summer, Account Manager from Tempero, Martin Hill-Wilson, Consultant from Brainfood Training and the founder of Our Social Time, Luke Brynley-Jones.
This two hour seminar explored the rapid rise in the use of social media for customer service. We now see an increased percentage of customers using social media channels like Facebook and Twitter to flag up any issues they have with a particular company. In the digital age, customers know have a voice, and with these social media channels, they can be heard. With big companies like Sainsbury’s and Sony now increasing their efforts in social media channels to create a better way to communicate to their customers and keep them satisfied.
Here is some information from the seminar:
Delivering Customer Centric Service (Simon Preece – Sainsbury’s)
- 5% of all Sainsbury’s customer service contacts are through social;
- While only a small proportion of people currently use social media channels to complain, the impact can be greater with more people witnessing the exchange
- Social customer service tips – make it personal, helpful, and chatty
- Not every mention of your brand name on the social web requires a response; can feel a bit big brother-ish if you reply to everything
How to help your fans help you (Nico Henderijckx – Sony)
- Sony is focusing on enabling help from community members as efficient form of customer service (training their most expert fans to support others)
- Allow end users to help other end users in social customer service.
- Sony 85% solve rate with peer-to-peer online support and complex problems solved faster than support line call
- ‘Ignite the passion’ in your community – the most important thing is to make ‘super’ users feel special
The Growing pains of Social customer Service (Martin Hill-Wilson – Brainfood Consulting)
- 65% people prefer social media to call centres for customer service – will this increase?
- BT tweets around London riots reduced 999 waiting times from 41 seconds to 0
- According to Click Fox, only 3.5% of customers remain unaffected by negative comments on a brand platform.
For more information on the seminar and what else was said you can also visit: www.Oursocialtimes.com
And to see what else happened in the social media week around the globe you can visit: http://socialmediaweek.org/