1. 10 Trends to Watch in Social
Customer Service in 2013

2. What’s the
overall
trend
in 2013?

3. OVER ALL TREND IN 2013
More Social
Channels
More Time Being
Spent on Social
More
Users
+

4. GR OW TH R ATES A N D N U MB ER OF U SER S
343 million users
Active users base grew by 33%
from June 2012 through to
March 2013
500 million users
44% growth rate from June 2012
to March 2013
48.7 million users
Total unique visitors increased
by 2,702.2% since May 2011
(Wishpond)
225 million users
Two new users join LinkedIn
every second
1.11 billion users
751 million mobile users access
Facebook every month
1 billion users
Reaches more U.S. adults ages
1-34 than any cable network

5. Americans ages
18-64 who use
social networks
say they spend
an average of
hours per day
on the
networks
(Ipsos Open Thinking Exchange)
Users spend
on average
over
minutes on
Facebook
each month
(Nielsen)

6. 17% of adults have increased
their time spent on social
media over the past 6 months
The Drum

7. NUMBER 1
“words tell,
but pictures sell”
Visual Social Media
has been on the r i s e
Nearly tripled the
number of users
from 2012 to 2013
Gained 13 million
users
in the first 7 months
40 million
pictures posted
daily

8. NUMBER 2
Switching to simpler and cost
effective social media advertising
relying on ratings, photos, and
reviews to provide feedback
= customers, ROI, sales and leads

9. NUMBER 3
Companies
now need to
create
communities
and engage in
personal
relationships
within already established social networks

10. NUMBER 4
Continued r i s e of expectations…
….Gap between
what customers
expect and
what they
receive
continues to
grow
Top brands with premium customer
service set the bar high for others
and capitalize the differences

11. NUMBER 5
Speed is King
People have
less free time
and companies
need to
prioritize fast
and efficient
service

12. NUMBER 6
Customer Power Shift
Power
balance is
tipping away
from the
corporation
and in the
favor of the
customer
Customers are
smarter and more
resourceful..
…They expect the
best customer
service from all
companies or they
will blast public
comments and do
business elsewhere

13. NUMBER 7
Current online
customer
support is
disappointing…
…call centers
aren’t enough
anymore
of customers are
dissatisfied
with phone
experience
(Gartner)
Increasingly
impatient with
being on hold

14. NUMBER 8
Customer
experience
and
retention
must be a
priority

15. NUMBER 9
Older demographic (age 55+)
continues to adapt to social
media

16. NUMBER 10
Customers prefer self-service
of consumers
will always
check a website
first before
emailing or
calling a
company
(Synthetix)

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