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Social Customer Service: Why It Pays To Meet Your Customers On Social Media

Blog   /   Social
May 26, 2015

Did you know that 3 out of 10 people would rather reach out to a business on social media instead of picking up the phone?

The growth of social media has transformed the nature of the conversation between businesses and their clients. Instead of occurring behind closed doors on a private phone line, the majority of customers’ questions and concerns are taken to a public forum—and they expect businesses to deliver a response within hours.

That’s why it’s crucial for your organisation to have social media guidelines and training in place, to ensure all employees can apply their expertise in the field—as well as social savvy—to improve customer experience.

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We have paired up with social customer service experts from Zendesk to explore how smart organisations are using social media to increase customer satisfaction. Watch our on-demand webinar, Serving Customers Through Social Media, to learn about the process of becoming a social organisation, as well as how social customer service is beneficial:

  • Reduce costs by streamlining the social customer service workflows between teams;
  • Increase revenue by maintaining customer loyalty;
  • Increase customer satisfaction by reducing the time it takes to respond and solve a customer’s problem.

Watch the webinar

About our speakers:

Tom Blackman
Sales & Account Management for Asia, ZenDesk

Tom manages Zendesk Sales & Account Management for Asia. He works with customers from various industries ranging from small-to-medium enterprises to blue chip organizations; and works closely with Kickstart Ventures as a Mentor to the portfolio companies, as well. He has previously worked with some of the most prominent Philippine startups, running Product Marketing, Creatives and Business Development. Over a decade of experience in customer service, process improvement and training now allows him to become an authority in the industry.

Andy Yeo
Solutions Consultant, Hootsuite

Andy helps enterprises understand the possibilities for success in social. He is an expert in customer retention and building long-term business relationships with his clients across Asia Pacific, guiding them through their social journey by helping them with their problems. For his clients, he develops ways for them solve business problems and achieve strategic goals by leveraging social media. Andy was previously the region’s customer success manager focused on social strategy execution and on-going education.
Chris Brownlee
Senior Integrations Manager, App Directory

Chris manages the App Directory program at Hootsuite and works with partners to inform new product solutions through app integrations. Having successfully launched over 150 partner integrations, that have helped drive joint success for developers and partners. Chris has worked with a wide spectrum of partners that specialize in customer support, CRM, marketing and more.