• Save
UC Expo 2010 - How Social Media is making customer services more strategic
 

Like this? Share it with your network

Share

UC Expo 2010 - How Social Media is making customer services more strategic

on

  • 920 views

 

Statistics

Views

Total Views
920
Views on SlideShare
910
Embed Views
10

Actions

Likes
0
Downloads
0
Comments
0

2 Embeds 10

http://online.ucexpo.co.uk 7
http://www.slideshare.net 3

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • Think how that cuts down calls and complaints!

UC Expo 2010 - How Social Media is making customer services more strategic Presentation Transcript

  • 1. Customer & Service Orientated Communications Theatre
  • 2. The value of microinteractions
    • Every day:
      • 6,000 people by phone
      • 300+ people by live chat
      • 100,000+ people through social media
  • 3. How social media can make your customer service a strategic weapon Helen Trim, COO, FreshNetworks Talk to us: www.freshnetworks.com | info@freshnetworks.com | +44 (0)20 7692 4376
  • 4. 76% of people don’t believe companies tell the truth in adverts
  • 5.
      • Over 200 million
      • 5 billion videos are viewed on YouTube every month
      • 200 million blogs worldwide
      • 10 billion ‘tweets’ within 2 years of launch
      • 700,000 people join Facebook every day
      • 250 million users visit Digg
      • 2 billion images have been uploaded to FlickR
  • 6. Social media is not just about marketing
  • 7. Word of Mouth Proactive Response Insight & Innovation Education Reputation Management Peer to Peer Support
  • 8. Wait…what is social media?
    • Online tools that help people interact,
    • collaborate and share content
    image: McCann Key Social Platforms Photo Sharing Blogging Video Sharing Micro Blogging Podcasts Message Boards Product Reviews Live chat Widgets Social Networks
  • 9. A new strategy?
  • 10.
    • eg of Buzz Tracking
    1. Start mingling & being proactive What are they saying? Start responding, before issues escalate
  • 11. listening correcting taking action informing we’re human educating offers
  • 12. Richard uses Twitter to give information, to listen and to solve problems. And to show that he’s human.
  • 13. He also encourages others to spread the word through their networks.
  • 14. d
  • 15. PR disaster?
  • 16. No, because they are proactive!
  • 17. Happy customer!
    • This customer is not a ‘Troll’ but a loyal, family customer of Butlins and who feels genuinely disappointed with his stay. He apologises for the tone of his blog!
    • Butlins acknowledges comments and invites him to return to the resort to see that it is a one off.
  • 18. 2. Become an internal font of knowledge Capture feedback Share with Marketing & PR & Product teams
  • 19.  
  • 20. 3. Encourage customers to help you & each other
  • 21. One man has saved Dell $1m a year by answering questions about DVD Rom drives…
  • 22. Yikes! Where do we start?
  • 23. 5 Steps to heaven…
    • Stop thinking like a cost centre
      • Not just calls answered and resolved
      • Number ideas fed into product marketing
      • Number of PR opportunities created
    • Find some social media enthusiasts and train them
      • Role play different scenarios, mitigate your risks
    • Go beyond your domain – start mingling and responding
      • Listening tools
      • Find out who your influencers are and work with them
    • Demonstrate the strategic component of your support efforts
      • Show marketing, PR and product the value you bring and the messages you can support
      • And keep telling them…
    • New tracking tools and CRM integration are inevitable
      • Prioritise your responses according to influence
      • Capture interactions where you can
  • 24. and always be learning
  • 25. Questions?
    • FreshNetworks - a Social Media Agency, focussed on building and managing online communities
    • Software and services to help you achieve results with social media.
    • [email_address]
    • @helentr (Twitter)
    • 0207 692 4507
    • blog.freshnetworks.com
  • 26. © Copyright FreshNetworks 2009