Tag Archives: customer service

Stats of the Week

Written by: Jackie Mendez
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Every week we compile lots of interesting stats here at Fanscape and we try to share a lot of what we learn with you in these posts.

62% of Consumers Expect Live Chat to be Available on Mobile Devices

Sixty-two percent of consumers expect live chat to be available on mobile devices, and 82% would use it, according to a new study commissioned by Moxie Software. Seventy-five percent of survey respondents stated that they would prefer to use live online chat versus calling to speak with an agent.

According to the study, consumers’ growing preference for online chat provides companies an opportunity to enhance the customer journey and increase customer satisfaction, specifically on mobile devices. Seventy-two percent of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 92% when live chat is used on a mobile device.

“Today, people have their mobile phones with them at all times and they are primarily using them to research information, message family and friends and engage with apps,” said Nikhil Govindaraj, VP of products, Moxie.

Additional insights from the study reveal the following trends:

  • Holiday shoppers expect superior service and live chat: consumers who plan to make purchases on mobile devices this holiday season expect top-notch service and support. Sixty percent of consumers abandon their online shopping carts and never make purchases from an online retailer again if they experience poor customer service.
  • Men shop often on mobile devices: Twice as many men than women surveyed make daily purchases online and are making more weekly purchases as well;
  • Millennial men are active online shoppers: Millennial men are becoming the new power shoppers, and those living in the Pacific region (California, Oregon, Washington, Hawaii and Alaska) are among the most active online shoppers in the nation.

Source: Chain Store Age

Stats of the Week

Written by: Digitally Approved
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Every week we compile lots of interesting stats here at Fanscape and we try to share a lot of what we learn with you in these posts.

Customer Service
October 2013: Consumer Expectations for Brands’ Twitter Responses
key findings, among respondents who have ever re-tweeted, tweeted directly to or about a brand on Twitter

  • 53% of consumers who expect brands to respond to their tweets expect that toss responses come in less than an hour, a figure which rises 72% when complaints are involved
  • 38% feel more negative about the brand and 60% will actively express their dissatisfaction if companies don’t meet their response expectations
  • 74% of customers who take to social media to shame brands believe it leads to better service
  • 34% are likely to buy more from a company that responds in a timely fashion
  • 43% are likely to encourage friends and family to buy the company’s products
  • 42% are willing to praise or recommend the brand through social media

Source: Marketing Charts

Insightful
Half of American want to wait before hopping on trends.

Source: Marketing Charts

Local Search
Basic local optimization steps boosted Google (SEO) visibility by 179 percent.

Source: SIM Partners

Search
1 in 7 people on the planet visit a Google property every month

Source: Statista

Mobile
Photos, Maps and Games are Mobile-First Content.

Source: Statista

Platforms

  • 49% of Facebook’s advertising revenue is coming from mobile.
  • 78% of US Facebook users are mobile users.
  • Soundcloud joins LinkedIn in the 250 MM member club
  • Revenue per visit up YoY 39% on Facebook, 300% on Twitter, and 50% on Pinterest

Source: Adobe

Stats of the Week

Written by: Digitally Approved
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Every week we compile lots of interesting stats here at Fanscape. Here are some of our favorites that we collected this week.

Customer Service
Ask us why we got into social media and we’ll tell you it’s because we love great customer service.  And Social Media is an extension of great customer service.  Dimensional Research and ZenDesk conducted a survey of 1,000 people who have had experiences with the customer service of a mid-sized company.  Guess what?  Turns out that people are more likely to share bad experiences than good ones.  Shocker we know.  But nothing beats some cold hard data to support what you already know in your gut happens. You can read the whole survey HERE and here are some of the highlights:

  •  62% of B2B and 42% of B2C customers purchased more after a good experience
    • while 66% and 52% respectively stopped making purchases after a bad experience
  • 95% of respondents who have had a bad experience said they told someone about it compared to 87% who shared a good experience
    • Friends or family (in person) were most commonly told, by 81% of those with bad experiences and 72% with good experiences
    • Followed by coworkers (in person – 57% and 40%; respectively)
  • Propensity to share bad customer service was above-average among Gen X (36-50) respondents (99%) and those with annual household income of more than $150,000 (100%)
    • Those groups were also more likely to share positive experience (95% and 100%, respectively)
  • 54% of respondents who had shared a bad experience said they shared it more than 5 times, compared to 33% of those who had shared a good interaction
  • 58% of respondents said they are more likely to tell others about customer service experiences now than they were 5 years ago
    • That figure rises to 61% among Millennials (18-35) and 65% among Gen Xers.

Source: MarketingCharts

Moms and Social Media
Also falling into that – no duh but actual numbers never hurt – file, ComScore and parenting site, BabCenter.com surveyed 1,500 U.S. moms and found out:

  • The vast majority of moms (91%) make regular use of social media — a 20% increase from 2010
  • Over a fifth of moms (22%) now expect a high level of social media engagement from their friends and family
  • Despite making up only 18% of the total U.S. Web population, moms were responsible for 32% of total online spending in the last quarter
  • Compared to the general population, moms who are also heavy social networkers are more likely to shop online for clothing (61%), portable devices (91%), baby supplies (63%), and home and garden products (65%)
  • Compared to the general population, 49% more moms have smartphones (81% vs. 54%), while, in a year-over-year comparison, mom’s smartphone ownership is up 25%, while tablet ownership is up 79%
  • 89% of moms with smartphones access Facebook on their phones, and they are four times more likely to prefer to check social media via their smartphone than the average user
  • 91% of moms have used Facebook in the past six months — compared to 80% of the general population
    • While nearly two-thirds of moms (61%) report having used Pinterest in the last six months — nearly double its 30% usage among the general population

Source: MediaPost

Just for Fun – Earth Day Stats

A recent study from Bridgestone surveyed 4,000 Americans about their green habits and found:

  • 86% of consumers recycle
  • 52% recycle more than they did two years ago
  • 92% of consumers say a product or manufacturer’s environmental sustainability has some impact on their purchasing decisions
  • Respondents also indicated that the most important ways a company can show they are environmentally friendly are creating a product that minimizes generated waste and carbon emissions tied to waste

 

Source: VentureBeat

Stats of the Week

Written by: Digitally Approved
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Every week we compile lots of interesting stats here at Fanscape. Here are some of our favorites from this past week:

Customer Service

SocialBakers defines a brand as #SociallyDevoted if they respond to at least 65% of all questions received on a social property.  Per their latest update (see infographic below for more detail):

  • Across Facebook, 70% of questions that companies receive on social media are not responded to 
  • 25% of global companies have a closed wall on Facebook
  • The average response time for companies on social media is 26 hours.

Social Channel: Facebook

  • Brands that posted (or scheduled posts) outside of business hours showed engagement rates 20 percent higher than those that posted only during business hours
  • 15% higher engagement rates for posts ending in a questions
  • 27% higher engagement rates for posts containing fewer than 80 characters

Source: ZoomSphere

Industry – Social Media Customer Service

  • 47% of all social media users have used social care, with usage as high as 59% among 18-24 year olds
  • 71% of those who experience positive social care are likely to recommend that brand to others
  • Nearly 1 in 3 social media users prefer to reach out to a brand for customer service through a social channel rather than by phone

Source: NMIncite

Just for Fun

  • The first alarm clock could only ring at 4am
  • Birds don’t urinate
  • Dying is illegal in the Houses of Parliaments – This has been voted as the most ridiculous law by the British citizens

Source:  www.thefactsite.com

Customer Service in the Twitterverse

Written by: Digitally Approved
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John Newton, marketing professor at Emerson College in Boston, believes that the definition of public relations is “getting caught in the act of doing something good.” I’ve heard him repeat this mantra in class many times, and it’s an interesting perspective on a critical marketing tactic.

Social media is the perfect venue to catch brands in the act of doing good deeds on the behalf of consumers or the environment, and many brands have embraced the immediacy of social networks to reach consumers quickly and efficiently.  I recently caught Bose in the act of doing something good on Twitter, and as a Bose customer I now have a new respect for their service tactics and involvement in social media.

Last week I was saddened to realize that my Bose ear bud headphones were broken: sound was only coming from one ear bud.  A little bit of cord wiggle action would help, but they were pretty much useless.  I went to Twitter to voice my sadness:

blogbose3

I decided I’d have to buy a cheap pair of headphones to hold me over until Christmas.  Quality headphones come in handy when living with three roommates and battling the monotony of running on treadmills, but my wallet isn’t exactly in the position to fork over $100 for new Bose headphones.

Lucky for me, @boseservice noticed my tweet within an hour and offered their services.  The resulting direct message conversation via Twitter lead me to filing a replacement order. Once I ship out my damaged pair, I will be receiving a brand new set of headphones for half the price, even though my warranty is long expired.

bose

My experience with Bose was pain free and surprisingly easy.  Instead of defecting from the Bose brand and buying a cheaper set of headphones, Bose offered me a deal to secure my loyalty to the brand and hopefully encourage me to tell people about my amazing customer service experience.

blogbose2

Many brands are on Twitter, Facebook and the like.  But the level of conversational interaction with consumers varies with each brand.  It’s not enough to just post company and product information to your followers or fan page members, there needs to be an initiative that seeks out consumer problems or recommendations and digs deeper to develop a one-on-one relationship with a particular customer.  And this needs to be enacted on a daily basis as part of the company’s social media strategy as a whole.

Social media is a great tactic for brands to reach their consumers, and a little attention to detail can strengthen a brand’s image and reputation among brand loyalists. Bose’s high-end products come with high-end prices, but at least you’re getting what you pay for…and then some.

Spam Or Marketing?

Written by: Christy Wise
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spam

Bloomberg recently posted an article discussing the down side to marketing via Twitter. In the article a Twitter user of 2-months expresses her frustration with companies contacting her based on what she tweets. As with any social media tool that grows in popularity, marketers and brands set up shop hoping to reach their consumers in their natural environment. After a while the community becomes so flooded with poorly targeted and irrelevant marketing messages that users either flee the community all together, or the site begins putting stern regulations into place. In the case of Twitter, I think it’s important to highlight the difference between marketing and spam, which is something the mentioned article doesn’t do a great job of distinguishing. There is no doubt that Twitter spam (“twam”) has been an issue in recent months. Flooding consumers with messages unrelated to their needs or interests, mass auto following, hacking into accounts, etc. is a practice no reputable marketing agency should ever support. On the other hand, joining conversations where your service or brand is welcome or relevant is something I think we all agree can be an effective tactic.

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