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Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
Social Media in Customer Service
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Social Media in Customer Service

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Andrew Hesselden from Viadeo talks about using social media for customer service

Andrew Hesselden from Viadeo talks about using social media for customer service

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  • This has 164000 followersBP – official account @BP_America 14,000and @Oil_Spill_2010 have just 7,500 followers
  • Keep for final slide
  • Transcript

    • 1. Social Media in Customer Service<br />Andrew Hesselden<br />Head of Member Communication<br />Viadeo<br />
    • 2. Social Media in Customer Service<br />Social Media… and why you should be interested<br />Using Social Media for Customer Service<br />
    • 3. About Viadeo<br />
    • 4. Founded in June 2004, Viadeo quickly established itself as an essential tool for professionalnetworking in Europe and beyond.<br /> <br />Office Locations<br />Weemploy 200 peopleHQ in Paris<br />About Viadeo<br />
    • 5. 25 million members worldwide<br />1 million new members /Month<br />150 million viewed pages/Month<br />100 000 connections/Day<br />From 20 people in a restaurant to…<br />
    • 6. Leader in Europe and emerging countries25 million members and growing each day<br />Europe<br />5.7m<br />China<br />3.5m<br />North America<br />4m<br />India<br />1.5m<br />South America<br />8.5m<br />Other countries<br />1.8m <br />
    • 7. What is Viadeo For?<br />
    • 8. Social Media …and why you should be interested…<br />…Because your customers are<br />
    • 9. The Web is finally becoming universal…<br />1.8 billion users worldwide. That’s 26% of humanity<br />75% of populations in Western countries & about 10% in Africa<br />(Source: Internet World Stats)<br />…and still, growth is amazing<br />Since 2000…<br />400% globally– 1500% in Africa – 900% in Latin America 550% in Asia and even 300% in Europe <br />
    • 10. SOCIAL NETWORKING<br />is changing the web<br /><ul><li>Facebook
    • 11. 400 million members
    • 12. 5 billion minutes spent each day
    • 13. Twitter
    • 14. monthly growth up to 1400%
    • 15. 180 million unique visitors May 2010
    • 16. 50 million tweets per day — almost 60 per second</li></ul>v<br />2 out of 3 internet users are on social networks <br />4th most popular online activity (ahead of email) 10% of time spent on the web – and so on… <br />(Source: Nielsen)<br />
    • 17. And it’s growing<br />
    • 18. More popular than search engines<br />UK internet users now visit favorite social media channels more frequently than search engines, with 55% of all social media visits going to Facebook<br />The viralnature of social media is huge. Average Facebook user has between 120 and 130 friends on the social network.<br />
    • 19. But it’s not just Facebook & Twitter<br />Users use different networks for different activities<br />Socialising<br />Business and Career<br />Photo & Video<br />Thematic<br />
    • 20.
    • 21. Harris Poll April 2010<br />34%of adults who use social media have used social media tools “as an outlet to rantor rave about a company, brand or product” <br />26% of those adults use social media to share their dissatisfactionwith a company, brand or product<br />23% of those adults use social media to share their feelings about the companies, brands and products they like<br />38%said that they aim to influence others when they express their preferences online<br />
    • 22. CONTENT is no longer king<br />The <br />INDIVIDUAL is!<br />Their differences make the difference<br />The web is about sharing & engaging <br />
    • 23. Companies need<br />to <br /><ul><li> 93% of social media users believe</li></ul>a company should have a presence<br />on Social Networks <br />(Source: Cone Inc.)<br />
    • 24. Using Social Media for Customer Service<br />
    • 25. Social Customer Service<br />To listen to your customers and ENGAGE with them<br />Find out how to improve your products<br />Discover new markets you didn’t know existed<br />To let your customers talk to each other….<br />…save time in the contact centre – why answer questions when your customers will do it for you?<br />…“Collaborative Self Service” - link to a Forum/FanPage/Group/Community?<br />…Imagine FAQs that write themselves<br />…Brand Ambassadors<br />…People trust word of mouth<br />
    • 26. Social Customer Service<br />By 2013, at least 35% of customer service centres will integrate some form of community/social capabilities as a part of the contact centre solution<br />Gartner<br />
    • 27. Twitter @viadeo<br />For PR, press releases and stuff like that (yawn, yawn… all companies do this stuff, but it has a place)<br />To LISTEN to our members and ENGAGE with them<br />To develop BRAND PERSONALITY – what words do you use? I or we? Fun or serious? Formal or informal? What suits your brand?<br />
    • 28. Community Self Service <br />Our own Viadeo Forums and Facebook pages<br />Bloggers<br />Social Media Gurus<br />Accreditation<br />
    • 29. Who does it well<br />Manchester Airport (@manairport)<br />Seesmic (@askseesmic)<br />
    • 30. Ingredients Required…<br />The Basics<br />Some free tools<br />Twitter<br />Tweetdeck or Seesmic<br />CoTweet<br />Google Alerts<br />Social Mention<br />Someone (or a small team) who loves social media<br />If it becomes a chore, it’s impossible to engage warmly<br />And as a bonus…<br />Genuine buy in from “the Top” and commitment to communicate info internally<br />Employees that love your company<br />Some paid-for tools?<br />Eg Radian6<br />
    • 31. Your brands…<br />
    • 32. Here’s what <br /> they said…<br />
    • 33. How to do it really, really badly<br />
    • 34. BP<br />
    • 35. Nestlé – Give the Orangutans a Break<br />
    • 36. And when poor customer service comes back to bite you…<br />
    • 37. United Airlines Breaks Guitars<br />
    • 38. @andrewhesselden<br />ahesselden@viadeoteam.com<br />andrewhesselden@gmail.com<br />http://www.viadeo.com/en/profile/andrew.hesselden<br />

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