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How can social media serve customer experience

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Nikos Varvadoukas
Nikos Varvadoukas

Best Customer Experience is a must for any e-tailer or any competitive B2C business. Social Media can play a great role there apart from just entertaining consumers.

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How can Social Media serve the Customer Experience Nikos Varvadoukas Group Digital Marketing Manager @Public, Multirama, Getitnow.gr
Initial Priority for Many Brands: Social Penetration
Then engagement got into the Game Nikos Varvadoukas
Are 600k Fans & +30% ER over average enough?
All these would be CRAP for an e-tailer If he did not REALLY listen to his customer..
We realized that our FanPage was flooded by messages No 1 Retailer Fan page in Inquiries should not have been a Surprise Fans used the WALL to express 16-24 Audience, themselves publicly (Questions, Complaints etc) The Chatting Generation fanpage is active, so creates expectation for response various products from Mobile, Telco till Books and Events
Users ASK / SHOUT anywhere they can contact you
Fan BIG Growth Opened a BIG interaction channel, BUT Tough internal monitoring and Inquiries delegation 60% of Inquiries were repeated Facebook Restrictions, when user asked again you were not notified
NOT an Easy Case to deal with Can I quit Today? Public Social Community Manager
STEP 1: Quick Response to Customer became Top Priority Average Response time per post reached ~4 hours LESS than key competitor Source: Greece Data, SocialBakers.com
STEP 2: Launch a Social Customer Service Architecture
STEP 3: Create an Innovative Customer Service App
Public forum Key Benefits for the User Better Speed of Answer is Provided (Ticketing Integration) More & Easier Notifications are there User Has Archive of his Questions Ability to Search prior to Asking Remains in Facebook- commenting style SEO / Google Friendly
Public forum homepage
Public forum search function 僚留龍慮侶侶 粒旅留 凌 CD 束take me home損
My Recommendations Do never forget the hygiene. This is Called Customer Service Adjust Social Media to your Needs not the opposite If you are a customer contact intensive company, take execution in house
Thank You Nikos Varvadoukas Group Digital Marketing Manager @Public, Multirama, Getitnow.gr

More Related Content

How can social media serve customer experience

  • 1. How can Social Media serve the Customer Experience Nikos Varvadoukas Group Digital Marketing Manager @Public, Multirama, Getitnow.gr
  • 2. Initial Priority for Many Brands: Social Penetration
  • 3. Then engagement got into the Game Nikos Varvadoukas
  • 4. Are 600k Fans & +30% ER over average enough?
  • 5. All these would be CRAP for an e-tailer If he did not REALLY listen to his customer..
  • 6. We realized that our FanPage was flooded by messages No 1 Retailer Fan page in Inquiries should not have been a Surprise Fans used the WALL to express 16-24 Audience, themselves publicly (Questions, Complaints etc) The Chatting Generation fanpage is active, so creates expectation for response various products from Mobile, Telco till Books and Events
  • 7. Users ASK / SHOUT anywhere they can contact you
  • 8. Fan BIG Growth Opened a BIG interaction channel, BUT Tough internal monitoring and Inquiries delegation 60% of Inquiries were repeated Facebook Restrictions, when user asked again you were not notified
  • 9. NOT an Easy Case to deal with Can I quit Today? Public Social Community Manager
  • 10. STEP 1: Quick Response to Customer became Top Priority Average Response time per post reached ~4 hours LESS than key competitor Source: Greece Data, SocialBakers.com
  • 11. STEP 2: Launch a Social Customer Service Architecture
  • 12. STEP 3: Create an Innovative Customer Service App
  • 13. Public forum Key Benefits for the User Better Speed of Answer is Provided (Ticketing Integration) More & Easier Notifications are there User Has Archive of his Questions Ability to Search prior to Asking Remains in Facebook- commenting style SEO / Google Friendly
  • 15. Public forum search function 僚留龍慮侶侶 粒旅留 凌 CD 束take me home損
  • 16. My Recommendations Do never forget the hygiene. This is Called Customer Service Adjust Social Media to your Needs not the opposite If you are a customer contact intensive company, take execution in house
  • 17. Thank You Nikos Varvadoukas Group Digital Marketing Manager @Public, Multirama, Getitnow.gr