We’re officially entering the holiday season and the Lithium Social Web (LSW) team is kicking it off with a bang. We’re so excited for what’s to come, but let’s take a minute to look back at October 2015.
October was a big month for the LSW team and the LSW Download for October gives you all the info you need to guarantee that you’re up to speed on the latest and greatest.
Total Community: If you attended LiNC 15, you saw Rob Tarkoff unveil our Total Community vision and we now have a supplemental whitepaper that details everything you need to know about building a Total Community. The whitepaper dives into how Total Community helps brands connect, engage and understand their audiences across digital. Find out the benefits of extending LSW into a Total Community approach by downloading the whitepaper here.
TAR SLA and Monitor Wall Alerts: There’s no doubt that response times are critical for the ultimate social care experience. With new LSW alert features rolled out in October, agents will stay ahead of spikes and help manage workloads in order to meet Response Times goals. Specifically, TAR SLA Alerts enable agents to set up real-time alerts and be notified when teams are falling behind their goals, before TAR SLA goals for the day are at risk. LSW also now has Visual Alerts for Monitor Walls, which allows agents to set up alerts for Incoming Post and TAR SLA widgets on your Monitor Walls. When an alert is triggered, a notification appears at the top of the Monitor Wall and the widget that is in an alert state is highlighted.
LSW Helps You Cut Through the Noise: The key to competitive advantage (and great customer service) is often all about how clearly you can see the big picture before it becomes a crisis, or before your competitors do. So, how can you gain a clearer image of what’s trending among customers for your brand? Check out our latest POV blog on the topic here.
Customer Spotlight: Find out how British Gas, the 2015 Lithy Award winner for Excellence in Customer Satisfaction, turned around their social customer service with Lithium Social Web (LSW), managing more than 800 direct conversations a month on social with a response time of 2.5 hours or less—while still maintaining a positive brand sentiment. Read more at: Success Story: British Gas Excels at Social Care with LSW.
Tip of the Month: Twitter removed the 140 character limit on Direct Messages in August, which means it’s more convenient to fit a full conversation into one thread. So, what does that mean for social care and how should you navigate this change in regards to LSW? Dave Evans provides a great overview of what you should do – including: Get engagement right, operate 24X7 and provide real answers. Check out all of Dave’s tips here.
In time for the holidays, download our free eBook: 7 Customer Service Strategies For The Holiday Rush
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Whether it’s the holidays or a sharp upturn in sales, the busier your business gets, the harder it is to keep up with customer service inquiries and the more important it is to deliver great customer experiences.
Surges in sales volume, spikes around seasonal sales, new product launches, unexpected attention from negative customer tweets – the pressure is on to be able to handle every demand customers make. Not just on the front lines, but throughout your entire organization: the customer is central. And they have little tolerance for anything less than a great experience. Social customer care is taking the forefront on providing exceptional experiences.
But how can you ensure your team is ready? By implementing 7 best practices that will empower them for success during your busiest season. In our newest eBook, we share insights on staying ahead of the curve during a peak season including:
How to empower agents with the right social tools to deliver great customer care
How to minimize response times, and keep track of that metric to measure performance
How to extend customer care beyond your customer service team
How to improve customer self-service options
Don’t miss it! Download our free guide here to learn more.
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The most innovative businesses already have social customer care under their belts. What’s next on the agenda? Elevating the customer experience.
At Lithium, we believe in delivering a spectacular customer experience. It’s possible to achieve this through the customer care organization, but it’s likely that your organization will go even further if you embrace that the customer is everybody’s job.
Last week our Chief Marketing Officer, @KatyK, led a panel at the Social Media for Customer Service Summit in New York to share more insights on how our own customers are upping their customer game. Jared Schultheis, Executive Director of Digital Media Outreach & Customer Relations, from Comcast and Mary Hill, Customer Service and Social Media Manager, from StubHub joined us to provide a behind-the-scenes look at their strategies and share their expertise.
Here are 4 things we learned from their session:
1. Shift your social strategy into proactive mode
StubHub’s Mary Hill shared the fact that a pivotal moment in the company’s social strategy was when they decided to be more proactive. They made it a priority to foster relationships and develop brand champions by reaching out to all customers on social, even the passive ones who weren’t directly tagging their brand. For example, if Taylor Swift’s biggest fan tweeted that he or she is extremely excited about their ticket purchase, StubHub would respond with equal excitement to show their support and potentially turn this fan into a future customer for other events sold by StubHub. They would end the conversation with an offer: “Is there anything we can do for you?” And that’s how delight is done.
2. Use social to tell a broader story
The channels through which customers prefer to connect with brands are changing very quickly – and social is obviously the front-runner. Both StubHub’s and Comcast’s social customer care teams have grown so successfully over the past 3 years in part because of their ability to use social to tell a broader ROI story, and we were delighted to find that LSW dashboards (pictured above) have been key for both brands.
Comcast uses social as an “early warning system” to indicate trends and issues before they become known through other service channels. StubHub uses social to keep a pulse on how product changes are being received before issues ever hit the traditional call center. Being able to provide this type of qualitative AND quantitative feedback with their broader organizations has helped them gain visibility and recognition for their teams internally.
PS – You can use LSW Alerts to monitor keywords and trends. Learn more here .
3. Get executive support for your team
Comcast’s social customer service team grew rapidly from 12 to 85 agents in just 2 years. Yes, you read that right – a whopping 608% in growth. So how do you convince your organization to invest in providing more resources or headcount, as Comcast’s Jared has? His process for advocating for headcount is backed by simple mathematical ROI calculations. Jared says that he redefined the forecasting process by standardizing how his organization thinks about the costs of operating “business as usual” by taking into account the history of the platform, agent productivity, and volume. For future projections, volume may far exceed capacity and showing the math and productivity around what they can and can’t handle is key: with X agents, we can respond to X requests per day.
StubHub’s Mary produces weekly channel comparison reports with key metrics by channel to demonstrate the shift in customer preference. In this report, she specifically shows calls vs chats vs emails vs tweets vs other social media channels, and includes insight on how certain channels might be stagnant against the ones that are growing.
4. The secret sauce (hint: it has to do with data)
One of the best ways to take your customer experience to the next level is to add data-driven innovation.
Mary from StubHub shared that her team actively leverages Klout Scores and is in the midst of piloting a new CRM program. This program would provide unique ways to prioritize and triage customer service requests based on Klout Scores and social activity -- tied back to customer CRM profiles.
At Comcast, Jared’s team is piloting a tool that tracks all social interactions within the customer profile. This type of context allows both of these brands to deliver the best and uniquely tailored experience for their customers.
Check out the recorded session below to get the full version of the discussion.
If you liked this, check out a free copy of our eBook: Three Steps to Building Brand Advocates with Social Customer Service.
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This year at #LINC15, we decided to give our partners and customers an opportunity to experience the magic of Klout Perks. If you don’t know what Klout Perks is, we connect the world’s top brands with the most powerful content creators online. We were very excited to partner with Canon, Sephora, GoPro, and TaylorMade to “perk” Klout Experts who attended LINC.
We shared the experience with 21 attendees, who walked away with some stellar perks, including a Canon printer, TaylorMade golf clubs, GoPros, and gifts from Sephora like the Clarisonic and the T3 Hair Dryer. Winners were selected based on a combination of Klout score and topical expertise, depending on the type of Perk.
To learn more about how Klout Perks works, check out our eBook: How to Identify and Measure the Impact of Influencers in Marketing.
Check out some of our winners below:
Canon Winner, Becky Scott (@lolagoetz)
TaylorMade winners, L-R Alan Wilder (@Comcast_Alan), David Peralta (@David), Jim Storer (@jstorerj)
GoPro winners, L-R Ramun Berger (@ram00n), Anton Chiang (@ac), Sherrie Rohde (@sherrie)
Congratulations to our winners!
Log into Klout to learn how you too can generate earned media by influencers.
Marketing Manager, Klout
Sahana leads the marketing campaign strategy and demand generation efforts for the Klout business. She's passionate about digital trends and creativity. Say hello!
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If you’ve ever wanted a behind-the-scenes look at how Klout Perks works with brands, we’re excited to share our brand new video with you today!
As you may already knew, the collective power of social media has changed the dynamic between brands and consumers. Consumers continue to trust powerful peer recommendations over paid media by a whopping 90%, allowing them to influence purchase decisions and have a stronger voice than ever.
Here are some interesting stats to consider:
• 74% of consumers rely on social media to inform their purchasing decisions. (Source: Nielsen Study) • Only 33% of consumers trust ads while 90% of consumers trust peer recommendations — and this number continues to grow. (Source: Nielsen Study) • Earned media produces 4x the impact on brand lift compared to paid media (Source: Nielsen BrandEffect Study, 2011)
So what does this mean? It’s becoming increasingly important for brands to partner with their biggest influencers, empower them to share their experience, and ultimately drive brand awareness at scale. This is exactly how we partner with brands to deliver value with Klout Perks campaigns.
We believe in giving the right people a great experience. That’s why we make it easy to identify and engage with your brand’s most influential, relevant, and trusted content creators.
Enjoy the video and be sure to click here to learn how to engage influencers in your marketing campaigns.
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