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Training Your Customer Service Team for Social Media
 

Training Your Customer Service Team for Social Media

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

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

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    Training Your Customer Service Team for Social Media Training Your Customer Service Team for Social Media Presentation Transcript

    • Training Your Customer Service Team for Social Media Presented by: Andrey Grigoryev Social Strategy Director, Conversocial linkedin.com/in/andreygrigoryev
    • 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
    • 150+ global customers 3
    • 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
    • Agenda ‣ Importance of Training ‣ Three Areas of Training ‣ Social Media ‣ Policies & Processes ‣ Social Media Management System (SMMS) ‣ Effective Training Methods ‣ Tips for Successful Deployment
    • Importance of Training ‣ Unfamiliar technologies ‣ Visibility of actions ‣ Team confidence 6
    • Three areas of training Social Media Policies & Processes Social Media Management System (SMMS) 7
    • 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
    • Social Media 9
    • Policies & Processes Social Customer Service Playbook ‣ Overview & mission ‣ Workflows ‣ Tone guide ‣ Crisis procedures ‣ SLAs ‣ KPIs 10
    • Social Media Management System (SMMS) ‣ Functionality ‣ Applied workflows ‣ Power use ‣ Limitations 11
    • Effective Training Methods Train here Social Media Policies & Processes Social Media Management System (SMMS) 12
    • 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
    • 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
    • Further information: conversocial.com/resources 15
    • Thank you Learn more: conversocial.com Presented by: Andrey Grigoryev Social Strategy Director, Conversocial linkedin.com/in/andreygrigoryev