Raleigh user group social customer service deck (final)

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  • 1. Lee Pisacano, Strategic Account Manager, Service Cloud Salesforce.com Robin Callender, Senior Solution Specialist, Service Cloud Salesforce.com Going Social in the Modern Contact Center
  • 2. Blend social with traditional service channels Start with a social customer service strategy How do you deliver amazing customer service in the social world? The world’s gone social. What’s stopping your call center?
  • 3. Old Contact Centers Cant Connect with Social Customers Your customers are here You invested here Contact Center Michael Maoz, Gartner, April 2011 “ By 2013, at least 50% of customer service centers will integrate some form of community/social capabilities as part of the CRM contact center solution”
  • 4.  
  • 5.  
  • 6.  
  • 7. Even the Best Can End Up In the Gallery of Social Media Casualties
  • 8. Start with a social customer service strategy
  • 9. Define Your Goals Raise CSAT Generate ROI Protect brand Reduce service costs Deflect calls Get new product ideas Strengthen customer relationships Join conversations Increase loyalty Empower a self-service community
  • 10. Measure Success higher CSAT raised NPS # social referrals more use of public knowledge # deflected calls increase in positive sentiment deflections to social channels # new product ideas # twitter followers lower AHT increased FCR
  • 11.
    • Start by just listening
    • Define your plan and align across departments
    • Choose product-savvy, social savvy agents . Train them well
    • Respond early to social media issues
    • Be authentic and respectful – this is still customer service
    • Think: what would your mother say? Everything is public now
    • Add a social media policy to your employee handbook
    • Give social agents the right tools (case management, knowledge)
    • Record social interactions to build social customer profile
    • Measure volumes/topics by channel to optimize channel/agent mix
    Put Your Social Strategy to the Test
  • 12. Blend social with traditional service channels
  • 13. First, Recap Today’s Customer Service Process… (calls) (the queue) (volume, AHT, FCR) LISTEN HANDLE MEASURE
  • 14. Provide An Amazing Service Experience On All Channels LISTEN HANDLE MEASURE (social conversations) (trending topics, influence, sentiment) (tweets, posts) Customer
  • 15. The Social Customer Profile Provides Complete View of the Customer Social Profile Contact: Sarah Patel @sarahp # followers recent product tweets social influence recent “likes” blog comments account # service history recent cases products owned team insights Twitter Handle on Twitter sarahpatel @sarahp
  • 16. One Platform Secure Performant Agile Live Agent Web Chat Customer Portal Knowledge Social Search Service Cloud Manager Call Center Visual Workflow Entitlements
  • 17. Source: Comscore, 2010
  • 18.  
  • 19. Improving Key Service Metrics and Improving Brand First Call Resolution Reduce FCR from 7 days to 24 hours Build Loyalty Increased NPS by 45% Deflect Calls Handle 10x volume at World Cup 2010 Product Innovation Customers invent the Dell Linux Laptop Differentiated Customer Care Top 10 Twitter Company Community Engagement Crowd-source new ideas
  • 20. DEMONSTRATION
  • 21. THANK YOU