Training Your Customer Service Team for Social Media

1,840 views
1,489 views

Published on

Social Customer Service: You Know the Why, Here's the How

Customers are increasingly reaching out to brands over social media to resolve service inquiries. To offer the highest level of service, leading brands are bringing social media into their contact centers and enabling live agents to respond directly over social channels.

Listen to discover:

- Why training matters
- Challenges of training for social
- The three areas of training
- Effective methods of training
- Strategies for successful deployment

Presented by:

Andrey Grigoryev
Director of Social Strategy, Conversocial
andrey@conversocial.com

Published in: Social Media, Business, Education
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,840
On SlideShare
0
From Embeds
0
Number of Embeds
68
Actions
Shares
0
Downloads
18
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Training Your Customer Service Team for Social Media

  1. 1. Training Your Customer Service Team for Social Media Presented by: Andrey Grigoryev Social Strategy Director, Conversocial linkedin.com/in/andreygrigoryev
  2. 2. Conversocial is a cloud solution that enables businesses to manage social media as a largescale customer service channel eting Mark mer usto C ice? Serv ume Cons ights r Ins PR 2
  3. 3. 150+ global customers 3
  4. 4. 360° Integrated Solution for Social Customer Service TR A LO G Y Social Customer Service Integrated Solution ATION TIV AC SUPPO RT TRATEGY S IN IN G EC H T O N 4
  5. 5. Agenda ‣ Importance of Training ‣ Three Areas of Training ‣ Social Media ‣ Policies & Processes ‣ Social Media Management System (SMMS) ‣ Effective Training Methods ‣ Tips for Successful Deployment
  6. 6. Importance of Training ‣ Unfamiliar technologies ‣ Visibility of actions ‣ Team confidence 6
  7. 7. Three areas of training Social Media Policies & Processes Social Media Management System (SMMS) 7
  8. 8. Social Media Social media 101 Overview ‣ Key functionality ‣ Descrip.on' Example' @"symbol" All"account"handles"begin"with"the"@" symbol."Including"an"@"men7on"in"your" Tweet"directs"the"Tweet"to"that"account." @Hertz;"@JohnSmith;"@Starbucks" Tweet"star7ng"with"an" @men7on"" Customer"is"speaking"directly"to"you."This" appears"on"their"profile"rather"than"being" published"to"their"followers,"and"so"is" specifically"targeted"at"you." Tweet"containing"an" @men7on"" Customer"is"wri7ng"a"tweet"about"you"to" their"followers’"news"feeds,"but"they"want" you"to"see"it." Retweet"(RT)" When"someone"sees"something"they"find" interes7ng"and"retweets"it,"they"are" effec7vely"hiLng"‘share’"to"their" followers."This"isn’t"a"new"tweet"(it’s"even" displayed"with"the"original"name"and" picture),"but"is"the"way"in"which"one" tweet"gets"a"whole"new"audience." Direct"Message"(DM)" ‣ Element' Direct"Messages"are"used"to"send"private" messages"to"other"TwiPer"users."Only" users"that"follow"each"other"may" exchange"direct"messages." #"hashtag" Tags"a"tweet"to"a"topic"that"can"be"easily" searched/followed"by"others." " Use patterns & statistics ‣ Potential pitfalls N/A" 8
  9. 9. Social Media 9
  10. 10. Policies & Processes Social Customer Service Playbook ‣ Overview & mission ‣ Workflows ‣ Tone guide ‣ Crisis procedures ‣ SLAs ‣ KPIs 10
  11. 11. Social Media Management System (SMMS) ‣ Functionality ‣ Applied workflows ‣ Power use ‣ Limitations 11
  12. 12. Effective Training Methods Train here Social Media Policies & Processes Social Media Management System (SMMS) 12
  13. 13. Effective Training Methods ‣ Social media boot camp ‣ Policies & processes presentation ‣ Review past interactions ‣ Response development exercises ‣ Over-the-shoulder agent shadowing ‣ Engagement simulation workshop 13
  14. 14. Tips for effective deployment ‣ Establish approval workflow ‣ Assign agents to single channels ‣ Resource volume-appropriately ‣ Re-train stand-by agents before high-volume periods ‣ Review performance regularly 14
  15. 15. Further information: conversocial.com/resources 15
  16. 16. Thank you Learn more: conversocial.com Presented by: Andrey Grigoryev Social Strategy Director, Conversocial linkedin.com/in/andreygrigoryev

×