Analyzing Social Customer Service

The Good, The Bad and The Ugly

Abbas Alidina
CEO/Founder
Crowdbabble
@AbbasAlidina

@AbbasAlidina

Social is the Fastest Growing Service Channel

Hi, Im Abbas

@AbbasAlidina

Social is the Fastest Growing Service Channel

@AbbasAlidina

Social is the Fastest Growing Service Channel

@AbbasAlidina

Social is the Fastest Growing Service Channel

@AbbasAlidina

Social is the Fastest Growing Service Channel

Analyzing Social Customer Service

The Good, The Bad and The Ugly

@AbbasAlidina

Social is the Fastest Growing Service Channel

So, Why Should Brands Provide

Social Customer Service?

@AbbasAlidina

The Poor Marketer

Marketing

@AbbasAlidina

Customer
Service

Technical
Support

Human
Resources

Social is the Fastest Growing Service Channel

Source: Liveops

@AbbasAlidina

The Bad

@AbbasAlidina

Disabling Fan Posts

@AbbasAlidina

Not Responding to Fans

@AbbasAlidina

The Ugly

@AbbasAlidina

Dele>ng Nega>ve Comments or Fan Posts

@AbbasAlidina

Comment War

@AbbasAlidina

Comment War

@AbbasAlidina

The Good

@AbbasAlidina

Fitbit on Facebook

@AbbasAlidina

Respond Quickly and Accurately

@AbbasAlidina

3 Ways To Analyze
Social Customer Service

@AbbasAlidina

Social is the Fastest Growing Service Channel

1) Response Rate

@AbbasAlidina

Response Rate

@AbbasAlidina

Response Rate

@AbbasAlidina

Response Rate

@AbbasAlidina

Social is the Fastest Growing Service Channel

2) Response Time

@AbbasAlidina

How Fast Should Brands Respond on Social Media?

Source: Lithium Technologies

@AbbasAlidina

How Fast Should Brands Respond on Social Media?

Source: Lithium Technologies

@AbbasAlidina

People care more about ge@ng a

Fast Response
than ge@ng markeBng messages
@AbbasAlidina

Response Time

@AbbasAlidina

Response Time

@AbbasAlidina

Social is the Fastest Growing Service Channel

3) Time-Parting Analysis
(Ninja-Level)

@AbbasAlidina

Response Time by Day

@AbbasAlidina

Response Time by Hour

@AbbasAlidina

Summary
1.

Response Rate

2.

Response Time

3.

Time Par>ng Analysis

@AbbasAlidina

For Social Customer Care,

Good is BeEer than Ugly

@AbbasAlidina

Abbas Alidina
CEO/Founder
Crowdbabble
@AbbasAlidina

www.crowdbabble.com

@AbbasAlidina