Episode 143 – 2018 State of Digital Customer Service

Episode-143-FacebookAd-1200x628
Listen to this episode

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

“Phone calls and email are dead for the next generation.” – Joshua March

Book of the day: Message Me: The Future of Customer Service in the Era of Social Messaging and Artificial Intelligence – Joshua March

Informed by Conversocial’s report titled “The State of Digital Care in 2018” released 3/14/2018.

2018 State of Digital Customer Service

  • Stats
    • “…by 2018, at least 3.6 billion people will have at least one messaging appo n their smartphone, catching up with the total number of internet users, and eclipsing pure social media users.” (attributed to Activate)
    • “…80% of customer engagements can be handled by bots, if the bots are also integrated seamlessly with agent workflows” (attributed to Accenture)
  • Conversocial Research Findings
    1. 81% report higher expectations today for digital customer service than last year
    2. 59% report human interaction being more important than bot or AI resolution
    3. 37% have used digital channels for customer service
    4. 54% say digital customer care teams meet expectations
    5. 7% say digital customer care teams exceed expectations
    6. 57% reported they would stop doing business with a brand who delivered poor digital customer service
    7. 100% reported first interaction resolution was a must-have.
  • What Should You Do About This?
    1. Find out what your customers specifically expect from their digital customer care
      • Do they want to message you?
      • Are they satisfied when they do?
      • Is there something they want that you are not offering?
    2. Calculate the cost to satisfy this requirement (see Episode 53 – Calculating Social Care ROI with Himadri Sarkar)
    3. Get a plan outlined
    4. Share with your leadership
  • What Else is In the Report?
    • Key Findings
    • Loyalty Drivers
    • Changing Expectations
    • Recommendations

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

Leave a Comment