The document discusses emerging best practices in social customer services. It covers topics like the rise of different social media channels for customer service, the importance of responsive customer service across multiple channels, and trends that are shaping how customer service is delivered through social media. Operational aspects like advisor dashboards, cross channel management, and silo busting between customer service and other departments are also examined.

2. UK Communication Behaviour
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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3. Brands Are Waking Up
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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4. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
216 Advisors
globally
Standards Are Rising

5. Channel
Behaviour

6. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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Instagram

7. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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Linkedin

8. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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Mobile Access

9. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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Where Next?

10. Putting Social In Context
Voice – Text – Video
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E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Advisor
Virtual Advisors
IVR
Email
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
A S S I S T E D S E R V I C E – S E L F S E R V I C E

11. Putting Social In Context
Voice – Text – Video
©Brainfood Consulting 2013
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Advisor
Virtual Advisors
IVR
Email
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
A S S I S T E D S E R V I C E – S E L F S E R V I C E

12. The Rise Of Video
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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13. Customer
Ef for t

14. Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Alternative Support Options Are Stated
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets

15. Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Alternative Support Options Are Stated
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets

16. Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Alternative Support Options Are Stated
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets

17. Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Alternative Support Options Are Stated
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets

18. Conversat ional
Style

19. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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1
In Rapport
2
On Brand

20. A Culture Of Excellence
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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21. Levels of
Responsiveness

22. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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Good Enough?

23. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Excellent!

24. Service Speci f ic
Inf rast ructure

25. Advisor Dashboard
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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26. Team Leader Dashboard
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014

27. Cross Channel Management
Twitter
Facebook
P2PCommunity
Organised Under
A System Of
Unified Queuing
One set of routing rules
One source for reporting
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014

28. Operat ional
Management

29. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
© Brainfood Consulting Ltd 2014
Scheduling
1. Use social analytics to map traffic patterns
2. Consider the variables
3. Use what you’re seeing to project future workload
4. Factor in social crisis volumes (10-1,000 volumes)

30. Si lo
Bust ing

31. StarHub’s Singapore Centre
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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32. Wells Fargo’s Center
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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33. Customer Hubs Are Strategic
Marketing
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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R&D
Finance
Manufacturing
Sales
Distribution
Customer Service

34. Command Centre 2.0 Is Coming
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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35. Growth
Trends

36. Where Does The Time Go?
E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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38. Why Does Al l This
Remain Impor tant?

39. E m e r g i n g B e s t P r a c t i c e s I n S o c i a l C u s t o m e r S e r v i c e s
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