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Beyond the Rack, JackThreads, Publisher’s Clearing House and Dollar Shave Club Share 2014 Social Customer Service Predictions

Harry Rollason
By Harry Rollason on Dec 18, 2013 12:27:00 PM
With 2013 coming to an end, we thought it would be a good time to ask a few of our clients what they see as the biggest opportunity for social customer service in 2014. This is what they had to say...


Claudia D’Agostino
Social Media Representative at Beyond the Rack

“The appearance and growth of newer channels like Google+, Instagram, etc., means that the social world will continue to expand, raising the bar for those companies who choose to stay fully engaged and on the cutting edge. In terms of brand preparedness, that depends on the industry. Trendier/younger industries attract more engaged customers and so will naturally be more inclined to stay on top of social trends than other industries.”

 


David Tull
Customer Engagement Manager at JackThreads

“Now that social customer service has settled in as one of our standard channels, we're conscious of our customers' increased expectations, not just in response time but in the quality of the solution. We feel like we're leaving the honeymoon phase with this channel and the real but rewarding work of relationship-building has set in. There will still be plenty of sweetness, opportunities to surprise and delight, but the bar has been raised across the entire space, making it more of a challenge to recapture the magic of that first moment when a customer reached out over social with an question or concern.”

 


Joyce Manalo
Social Media Manager at Publisher’s Clearing House

“The biggest change will be the ability to follow-up on inquiries in order to personalize and add matter to the social customer experience. For example, wireless providers schedule follow-up calls to see how their customers are getting along with their product after troubleshooting. Social conversations will need to be marked, prioritized, automated and tracked for follow-up based on parameterized customer profile (past conversations/influence/sentiment) in order to increase customer satisfaction. Brands will need to determine whether or not there are enough resources for their community management team and if not, share and define the responsibility with their customer service department.”

 


Matt Kramer
Member Services at DollarShaveClub.com

“Brands are going to have to continue to adapt to the immediacy of social customer service and learn how to effectively scale their teams to handle increased volume. If they're not prepared yet, they better look for tools and resources that will help them react to the demand for quicker responses and proper assistance.”

 

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