No. 37

cbsi Exchange
Whether you like, use or even appreciate Social Media is largely irrelevant. Social Media is real and will be part of the immediate future.

Now while you don't need to follow Kanye West and Kim Kardashian on Twitter to appreciate the value of Social Media, know this: more than 26% of consumers "choose social media for customer service when they are unable to reach a representative through another contact platform." (SOURCE: DexMedia) Experts expect that number to rise significantly during the next 12 months.

So now the question is this: is your company prepared to use Social Media to communicate with your customers?

In a Fortune Magazine article, Social Media ranks LAST in meeting customer expectations; Corporate Customer Service Centers are behind the progress made by consumer contact channels such as Facebook, Twitter, Google+ and more.

In this issue we explore the impact of Customer Service and Social Media. We also offer two surveys - one consumer focused, the other business focused - to gauge your experiences with Social Media and Customer Service.



Are you familiar with Benefit Product short copy and long copy? Do you even know the difference?

If you are preparing your Customer Service unit to manage Social Media inquiries, consider using traditional messaging Short Copy resources - such as those found within telephony scripts -  when speaking to customers via Social Media.

All cbsi Benefit Media is designed to not only support Call Center representatives but to be used as potential copy for Twitter, Facebook and other Social Media outlets.

You can use Short Copy within Social Media to actively promote Benefits, as demonstrated in this example for Lost Luggage, which could easily be delivered (with minor modifications) via Twitter:

Rest easy knowing you can be reimbursed if your covered luggage and its contents are lost or stolen due to theft or misdirection by the common carrier (airline, bus, train, cruise ship).

Further, you can respond to Facebook comments from customers who have questions regarding Price Match and other similar products. Consider the following short copy as a potential response:

Shop with peace of mind knowing you can get the lowest price. If you buy an eligible item with your eligible card and find it advertised for less within 60 days of purchase, you can be reimbursed for the difference.

With first-hand knowledge of the Benefits in the marketplace and how to integrate that knowledge within Customer Service unit, we can provide you with the assistance you may need to ensure a seamless and worry-free Customer Service Social Media experience for your bank customers.

Remember, when marketing these benefits, specific Terms and Conditions apply and should be referenced.

To learn more about the ways in which cbsi can help you with Social Media and Benefit promotion, contact us at .
The integration of the Call Center and Social Media is taking shape - slowly. Given that companies have invested millions of dollars in more traditional support lines such as telephony, email and live chat, it's no wonder that these same organizations are investigating the best way to support Social Media customer interactions.

The articles below should provide you with some interesting information that you may be able to apply to your business:

Contact for more information.
Executive Summary:
Opportunities Exist to Enhance Management Controls Over the CFPB's Consumer Complaint Database
Recently, the Office of Consumer Response implemented controls to monitor the accuracy of all consumer complaints received by the CFPB to ensure the accuracy of data extracted from the system and included in the Consumer Complaint Database.

Designed to help improve the overall accuracy and reliability of the CFPB, this new process should generate additional support to current CFPB processes. To read the complete report, click HERE.

CFPB to Host Credit Union Advisory Council Meeting
The CFPB will host a Credit Union Advisory Council Meeting on Thursday, October 8 from 3:00 p.m. to 4:30 p.m. EDT.
The meeting will include remarks from CFPB Director Richard Cordray and a discussion about consumer challenges in payments.

The meeting will be held at:
Consumer Financial Protection Bureau
Second Floor Auditorium
1275 First Street, N.E.
Washington, D.C. 20002

This event is open to the public, but RSVP is required to attend. A recording of the event will be available after the event.

To view the meeting invite, click  HERE.

To visit the CFPB website, click HERE. 
This month, we ask you to take two cbsi Surveys.

The first Survey wants you  to wear your consumer hat. Let us know how you interact with businesses via Social Media.

In the second survey, we'd like you to take a seat in your office to answer questions about your company and its ability to expertly manage customer inquiries via Social Media.

As always, thank you for you help.

SURVEY ONE: Social Media and Consumer Points of View

SURVEY  TWO: Social Media and Corporate Preparedness

For results from the August Technology Survey, click HERE.