realtime customer service powered by the helpsocial api
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Webinar
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Realtime Customer Service Powered By The HelpSocial API
www.helpsocial.com
HelpSocial was born from our experience of serving customers at Rackspace.
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Support From The Start.
www.helpsocial.com
Welcome!Realtime Customer Service
Consumer Expectations
Connecting Data for Faster Support
Easy Examples You Can Implement
Questions
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What is Realtime Customer Service?Being able to help a customer the moment they need it, wherever they are, with a complete understanding of the situation.
This isn’t about social media or call centers or support tickets - it’s just about being helpful.
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Consumer expectations are on the rise.
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87%Will stay and purchase
more if the support response felt quick enough.
95%Millennials expect brands to
be on social for support inquiries.
70%Ages 45-60 expect brands to be responsive in at least
3 social networks.
Sources: www.jdpower.com/press-releases/2013-social-media-benchmark-study, http://www.mediabistro.com/alltwitter/social-media-customer-service-stats_b54479, http://www.socialmediaexaminer.com/social-media-research-shows-what-people-expect-from-brands/
www.helpsocial.com
Connecting Data for Faster SupportMany channels of customer engagement. All with notes about the interaction.
Data is too easily silo’d. It should be shared.
Speed of (great) Service is directly related to churn, increased spend.
Fully understanding the customer/situation allows for faster resolutions.
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Connect All The ThingsTeams connected around the business with instant insight into customer history and significance.
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Some Examples
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Social in the Contact CenterA tweet can start with the social team and finish in the support center.
Contact Center tool checks for assigned tweets and routes to the appropriate agent.
Agent replies to the tweet from Contact Center tool.
The entire company stays in sync.
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Social conversations with full context notes can be streamed to CRMs giving realtime insight into buying behavior.
Notes from the sales rep can be present in other apps allowing any employee to recognize when a future upgrade could be made.
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Opportunities for Up-Selling
Social data can be combined with customer surveys and feedback from the support and sales teams.
Unsolicited social comments can help teams understand what customers like so they can make faster development decisions.
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Complete Context for Product
Sometimes social media is like the canary in the coal mine. Customers often alert us of issues faster than internal memos are sent out.
Important social alerts can be sent instantly to group chat apps or even SMS messages.
Those that need to be involved can help immediately, from their own applications and devices.
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Alerts Through Slack and Twilio
Realtime Customer ServiceBeing able to help a customer the moment they need it, wherever they are, with a complete understanding of the situation.
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87%Will stay and purchase
more if the support response felt quick enough.
It’s About Context.Teams connected around the business with instant insight into customer history and significance.
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It’s About Being Connected.The HelpSocial API makes scaling social across a business easy. Even among apps that were not necessarily designed for it.
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Questions.
@HelpSocial
www.helpsocial.com/our-api
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Realtime Customer Service Powered By The HelpSocial API
Thank You!
www.helpsocial.com