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Wed, May 09 2012 12:31:37

SMChat Customer Service Means Focusing on the Solution Recap 5.9.12

Many Customer Service initiatives focus on the problems or the complainers instead of the solutions/advocates and it seems that changing that mindset benefits organizations and customers alike. We discussed this on the Customer Service feature of Social Media Chat on May 9, 2012

  1. Q1. How do you identify customer issues whether on traditional channels or via social media?
  2. mjayliebs
    Mitch Lieberman@mjayliebs
    A1: Process for problem/issue identification has been around for a long time, Social is another channel, needs to be corralled #smchat
    Wed, May 09 2012 10:07:19
  3. ajmunn
    Alasdair Munn@ajmunn
    A1: Like distinction. Issues vs complaints. Need to see from perspective of user vs how we see our service #smchat
    Wed, May 09 2012 10:09:06
  4. fanfoundry
    Ed Alexander@fanfoundry
    @SteveCassady @ambercleveland #smchat look at current customers and their behavior / needs that converted them; mirror that socially
    Wed, May 09 2012 10:09:41
  5. ambercleveland
    Amber Cleveland@ambercleveland
    A1. Report on issues, develop concise language to ID problems, look for trends, set up alerts, monitor streams #smchat
    Wed, May 09 2012 10:09:54
  6. mjayliebs
    Mitch Lieberman@mjayliebs
    A1: The intent of the request needs to be identified - direct is nice, the trick with social are the passive issues #smchat
    Wed, May 09 2012 10:10:00
  7. TCoughlin
    Terence Coughlin@TCoughlin
    A1) For small biz in my experience, it has been pretty simple. Issues are near impossible to miss unless trying to ignore. #smchat
    Wed, May 09 2012 10:10:17
  8. Jabaldaia
    Jose Baldaia@Jabaldaia
    A1 Through their needs, desires and intentions expressed or answered #smchat
    Wed, May 09 2012 10:10:17
  9. SMSJOE
    Joseph Ruiz@SMSJOE
    A1) Ask for them/ Look for them many are not shy can't afford to be too passive #smchat
    Wed, May 09 2012 10:11:30
  10. ajmunn
    Alasdair Munn@ajmunn
    A1: With social being so immediate often pushed to band aid to appease. Still need to address underlying symptoms too #smchat
    Wed, May 09 2012 10:12:06
  11. mjayliebs
    Mitch Lieberman@mjayliebs
    A1: Oddly, only about 20% admit to using social channels for #custserv - about 1/2 of those r direct about it (source: Amex study) #smchat
    Wed, May 09 2012 10:12:12
  12. mjayliebs
    Mitch Lieberman@mjayliebs
    Link to study - bit.ly/CiRsrch (reg, sorry email me if an issue) and post by @ekolsky bit.ly/IL8kNS #smchat
    Wed, May 09 2012 10:21:05
  13. sourcePOV
    Chris Jones@sourcePOV
    A1. Best way to understand customer needs is to ask. Requires engagement. And manpower. C/b hard to scale. #smchat
    Wed, May 09 2012 10:12:45
  14. serviceplease20
    Andrew Maher@serviceplease20
    @mjayliebs true but 60% don't even try to respond to #custserv issues on social #smchat
    Wed, May 09 2012 10:13:37
  15. SptRght
    SpotRight@SptRght
    @serviceplease20 thanks! Where do you think that 60% are going to vent issues? Store? Phone support? Thats a big chunk! #smchat
    Wed, May 09 2012 10:16:17
  16. sourcePOV
    Chris Jones@sourcePOV
    A1. Best way to understand customer needs is to ask. Requires engagement. And manpower. C/b hard to scale. #smchat
    Wed, May 09 2012 10:12:45
  17. ajmunn
    Alasdair Munn@ajmunn
    A1: Monitoring what people say too you important but generally reactive. monitoring wider & acting more proactive #smchat
    Wed, May 09 2012 10:13:02
  18. SMSJOE
    Joseph Ruiz@SMSJOE
    @ajmunn you touched on key point take care of symptom but solve the problem #smchat
    Wed, May 09 2012 10:13:38
  19. ajmunn
    Alasdair Munn@ajmunn
    A1: Wider monitoring also takes 2 routes. Fix existing issues. 20 make changes to stop them occurring again #smchat
    Wed, May 09 2012 10:13:48
  20. WebImage
    Robert Jones@WebImage
    A1) It also helps to have a dedicated person on your team to monitor social streams #smchat
    Wed, May 09 2012 10:14:22
  21. lttlewys
    Brandie McCallum@lttlewys
    A1: Customers are goin to tell someone, somewhere that they are unhappy, must be listening and looking #smchat
    Wed, May 09 2012 10:14:30
  22. sourcePOV
    Chris Jones@sourcePOV
    @ambercleveland gist of your post to me is that focus so often on issues, problems, complaints; easy to stay mired there .. #smchat
    Wed, May 09 2012 10:14:36
  23. SMSJOE
    Joseph Ruiz@SMSJOE
    @lttlewys yep Listen/Look/Solve good points #smchat
    Wed, May 09 2012 10:15:43
  24. Jabaldaia
    Jose Baldaia@Jabaldaia
    A1 Customer issues: Complaints: look at the words; Needs: look ate the environment #smchat
    Wed, May 09 2012 10:15:42
  25. SMSJOE
    Joseph Ruiz@SMSJOE
    and emotional connection RT @Jabaldaia: A1 Customer issues: Complaints: look at the words; Needs: look ate the environment #smchat
    Wed, May 09 2012 10:17:08

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