customer service in social media (by rade tampubolon)
DESCRIPTION
Customer Service in Social Media (by Rade Tampubolon)TRANSCRIPT
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INTERNET &
SOCIAL MEDIA
DI INDONESIA
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Evolusi perilaku konsumen.
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63 juta pengguna internet di Indonesia(26% total populasi)
Source: http://www.apjii.or.id/v2/index.php/read/page/halaman-data/9/statistik.html
64% 12-34 tahun
15% 20-24 tahun
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#FaktanyaAdalah
Source: Markplus Insight tentang Netizen Survey 2012
40% pengguna internet di Indonesia mengakses Internet
lebih dari
3 jam/hari
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#FaktanyaAdalah
Source: Markplus Insight tentang Netizen Survey 2012
Komunikasi dan internet telah menjadi bagian dari kebutuhan
pokok para netizen. Pulsa & ongkos koneksi lebih penting daripada
makan & minum.
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#FaktanyaAdalah
Source: Markplus Insight tentang Netizen Survey 2012
Netizen semakin gemar berinteraksi di social media,
download/upload video, main game online dan berbagi file sesama
netizen.
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Source: http://www.socialbakers.com/facebook-statistics/
47 juta pengguna Facebook di
Indonesia (per Januari 2013)
(19.5% total populasi)
Ke-4 terbesar di dunia!
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Jakarta kota pengguna
Facebook ke-2 terbesar di dunia!
(per Januari 2013)
Source: http://www.socialbakers.com/facebook-statistics/cities/
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Source: http://www.socialbakers.com/facebook-statistics/indonesia
41% wanita
59% pria
43% 18-24 tahun
22% 25-34 tahun
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Source: http://semiocast.com/publications/2012_07_30_Twitter_reaches_half_a_billion_accounts_140m_in_the_US
30 juta pengguna Twitter di
Indonesia (per Juni 2012)
(12.5% total populasi)
Ke-5 terbesar di dunia!
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Source: http://semiocast.com/publications/2012_07_30_Twitter_reaches_half_a_billion_accounts_140m_in_the_US
Jakarta adalah kota penyumbang tweet terbanyak di dunia!
(per Juni 2012)
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#FaktanyaAdalah
Source: http://dailysocial.net/post/perilaku-pengguna-internet-indonesia-berdasar-hasil-survei-ipsos
83% pengguna internet Indonesia mengunjungi social
media saat online.
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#FaktanyaAdalah
Source: http://dailysocial.net/post/perilaku-pengguna-internet-indonesia-berdasar-hasil-survei-ipsos
Selain untuk social media, 62% pengguna internet di Indonesia menggunakan internet untuk
hiburan dan mencari informasi yang berkaitan dengan hobinya.
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CUSTOMERPENUH HARAPAN / EKSPEKTASI INGIN SOLUSI / BANTUAN
PUNYA KEINGINGAN & KEBUTUHAN EMOSIONAL
INGIN DIHARGAI & DIMENGERTI INGIN MUDAH, CEPAT, NYAMAN
INGIN DIPUASKAN
SOCIAL
INGIN YANG TERBAIK (VALUE FOR MONEY)
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SERVICEMEMENUHI HARAPAN & EKSPEKTASI CUSTOMER
MEMUASKAN CUSTOMER
MEMENUHI KEBUTUHAN & KEINGINAN CUSTOMER
MEMBERIKAN PENGALAMAN
YANG TERBAIK BAGI CUSTOMER
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CONTOH KASUSCUSTOMER SERVICE IN SOCIAL MEDIA
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Curhat dari konsumen Respon dari Kiranti
Respon positif dari konsumen
Pertanyaan yang tidak berhubungan dengan produk tetap ditanggapi oleh KIRANTI dengan baik.
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Ketika ada fans yang curhat, FULLO membantu dengan melibatkan fans lainnya.
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Tweet dari follower @KurangAsem
Permen Kurang Asem merealisasikan keinginan dari followernya yang akan berulang tahun.
Respon dari @KurangAsem
Kiriman kado dari @KurangAsem
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CONTOH KASUSCUSTOMER SERVICE IN SOCIAL MEDIA
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Nissin Wafer posting sebuah status update di fanpage-nya pada 9 Juni 2010.
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Sebuah tweet mengenai status update tersebut di-tweet oleh seseorang pada 14 Juni 2010.
4683 views dalam 7 jam
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Tweet tersebut di retweet oleh beberapa pengguna Twitter yang memiliki banyak followers (Pandji, Dewi Lestari) dan
efek viral pun mulai terjadi dengan cepat.
42,256 followers
84,036 followers
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Issue Nissin seketika menjadi pembicaraan hangat di Twitter. Semua negative sentiment.
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Dalam waktu +2 jam sejak tweet pertama diposting, detik.com langsung mengangkat issue
Nissin ini sebagai berita.
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Dan Fanpage Nissin mulai diramaikan dengan komentar-komentar negatif terhadap issue tersebut.
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Nissin menghapus status update tersebut dan meminta maaf dengan alasan ada yang hack fanpage-nya.
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Namun para netizen juga banyak yang tidak percaya terhadap pernyataan dari pihak Nissin tersebut.
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Nissin mem-posting liputan permintaan maafnya di detik.com. Komentar para netizen terlihat sudah membaik.
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Pelajaran dari kasus ini:
• Hati-hati dengan apapun yang kita posting di social media.
Berpikir dua kali sebelum posting.
• Selalu monitor percakapan tentang brand kita di social
media.
• Jika terjadi sesuatu, respon secepatnya. Telat sedikit
akibatnya bisa fatal. Penyebaran informasi di social media
sangat cepat.
• Jujurlah dan akui kesalahan kita. Jangan menciptakan
alasan yang tidak jelas. Netizen semakin pintar dan kritis.
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TIPS
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Gunakan bahasa yang baik dan benar.
Mau tidak mau kita harus pelajari dan mengerti jenis bahasa apapun yang digunakan konsumen :)
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Berikan respon dengan cepat.
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Source: http://www.socialbakers.com/blog/1319-70-of-questions-are-being-ignored-by-brands-on-twitter
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Dengarkan mereka. Tunjukkan empati.
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Jaga emosi. Tetap tenang.
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Customer = pacar
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Komplain dari customer = pacar lagi ngambek
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Beb.. maafin aku dong
beb..
Minta maaf dengan tulus.
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Berikan solusi atau kompensasi.
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Beri apresiasi. Ucapkan terima kasih.
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Kita bukan hanya sebagai CUSTOMER SERVICE
namun harus menjadi
CUSTOMER LOVER
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By: Rade Tampubolon | @radiculouz | [email protected]