Our Social Times is hosting a series of free to attend webinars and seminars in Belgium and the Netherlands, exploring how to make your social customer care great.
Hosted in partnership with webcare technology provider, Genesys, these events will explore how to deliver effective customer service using social media. Featuring brands such as Telenet, TNS and Spring Global, as well as author and consultant, Martin Hill-Wilson, we will highlight the importance of social customer service and provide insights into how companies integrate social media with traditional customer service channels.
These are part of a series of 12 events that Our Social Times is hosting in the UK, France, Germany, Belgium, the Netherlands and Dubai during 2013.
Book your free place here:
June 5 – Netherlands Webinar – oursocialtimes.com/event/webcare-webinar-netherlands
June 18 – Belgium Webinar – oursocialtimes.com/event/webinar-social-customer-belgium
June 26 – Amsterdam Seminar – oursocialtimes.com/event/webcare-seminar-amsterdam
July 3 – Brussels Seminar – oursocialtimes.com/event/seminar-social-customer-belgium
Why is good social customer care (webcare) important?
Many Customer Service teams are a long way behind their customers when it comes to social media. For an increasing number of people, social media is the first place they turn when they experience a problem. According to Nielson’s social media report 2012, 47% of social media users engage in social media care and 1 in 3 users prefer to contact brands using social media rather than the telephone.
Despite this, research by Gleanster shows that only 41% of companies actively respond to consumer complaints on social media. What’s more, the average response time for enquiries through social media is over 24 hours.
When you consider that 92% of consumers have switched business at least once in the last year because of poor customer service, this is not good enough.
Globally we spend $500 billion every year on Marketing and Advertising and only $9 billion on Customer Service, yet several years ago, Bain and Co. suggested that a 5% increase in customer retention can increase a company’s profitability by 25% to 95%.
Gartner Group statistics tell us that 80% of your company’s future revenue will come from just 20% of your existing customers; and Lee Resources informs us that attracting new customers will cost your company 5 times more than keeping an existing customer.
Clearly there needs to be a change in the way brands function. Brands need to invest in looking after customers on the channel of their choice and ensure a consistent customer service experience across all customer service channels.
Find out more about these events and book your free place using the links above, or via our events page.