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Prepare your organization internally: Pick the right model to integrate social media into your customer service function
 

Prepare your organization internally: Pick the right model to integrate social media into your customer service function

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    Prepare your organization internally: Pick the right model to integrate social media into your customer service function Prepare your organization internally: Pick the right model to integrate social media into your customer service function Presentation Transcript

    • Prepare your organization internally: Pick the right model to integrate socialmedia into your customer service function
    • http://www.flickr.com/photos/scottmacbride/5687660589/ Gain Social Media And Lose The On Hold MusicWe Protect UsTM
    • Jas DhaliwalHead of Social Media CommunitiesAVG Technologies@Jas on TwitterBlogs at http://www.thewebpitch.com
    • Today’s Reality• 17% of Americans have used social media at least once in the past year to obtain a customer service• 65% of consumers who complain on social media prefer it to call centers• 68% of those who have used social media to engage with brands believe it gives them a greater voice• 40% of all consumers believe that social has improved customer service for good Source: American Express – Open Forum
    • Social Savvy Consumers Have High Expectations • More than 8 in 10 of consumers have bailed on a purchase because of poor service • Research suggests that Americans spend 21% more with companies who deliver great service Source: American Express® Global Customer Service BarometerWe Protect UsTM
    • http://www.flickr.com/photos/niallkennedy/4333290782/ Twitter has become the new call center and this impacts how firms and staff respond to customer feedbackWe Protect UsTM
    • •The customer service department? •Your call centre? •Your marketing team? •Or a separate social media department? http://www.flickr.com/photos/frqc/4759643/Who Should Handle Customer Service Over Social Media?
    • Escape the silo How can you overcome organization challenges when trying to apply social?We Protect UsTM
    • We Protect UsTM
    • Get your social strategy off the ground
    • Motivate and enable yourTeamteam to go above and beyondthe extra mile for yourcustomers
    • Great service comes down toRelationshipsforming relationships. Use itas an opportunity to deepenyour connection withcustomers
    • Listen to your customers and Feedback use their feedback to improve your product and servicesWe Protect UsTM
    • Customers don’t except every Listen problem to be solved instantly. They just want to be kept updated http://www.flickr.com/photos/miaelliottphotos/5689800291/We Protect UsTM
    • Every customer interaction isOpportunityan opportunity to drivelifetime customer loyalty andengagement
    • AVG’s Super Fans Empower Community
    • Social Customer Care
    • Alignment Symptom Influence Diagnosis Triage ResolutionCustomer Identifies self as Can Quickly Respond Keep a logComplaining customer with influence respond, and on clients’ issue their ask “May we behalf or immediate help?” or quickly circle “I’m inform listening” themBlogger Likely not a Their readers First, identify Find the Pull closer for customer – but – and greater their history, right level briefings feel self entitled community what’s their within a MO? company to respondTroll Anonymous Immediate Ignore or Perhaps Monitor name calling circle – and remove “cone of other silence” distractors
    • AVG VIPs, are a group of Brand Advocateswho contribute their time and experienceto help build a Peace of Mind community AVG’s VIPs
    • AVG VIPs AVG VIPs make an impact through their passion and expertise in the antivirus space, and support of fellow AVG customersWe Protect UsTM
    • Barry EytAVG Super FanWhat He Does for AVGMakes instructional videos tosupport AVG usersReviews AVG products on 3rd partywebsitesContributes to AVG blog by writingtips and tricksSupports the AVG onlinecommunity with helpfulcomments
    • Kyle MooreAVG Super FanWhat He Does for AVGReviews AVG products on3rd party websitesContributes to AVG’s blogBy writing tips and tricksSupports the AVG onlinecommunity with helpfulcomments
    • Three Key Learnings • Social customer service works best when it is resourced properly. Which includes emergency plans to manage busy periods • Don’t try and do social customer service if you haven’t got your traditional customer service right. • If your traditional customer service channels aren’t up to scratch, don’t try social media – it’ll just backfire.We Protect UsTM
    • Thanks for Listening!