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Sla social media
1. SLAs on Social Media
CEMT Vienna 2013
Copyright Dimelo SA
http://www.dimelo.com
2. Still young ?
Stephane LEE
• CEO of Dimelo SocialCRM SW company
Real life : 46 years old
• Blogs : 9 years old
• Linkedin : 9 years old
• Xing : 8 years old
• Facebook : 6 years old
• Twitter : 5 years old
• Google+ : 2 year old
• Pinterest : 1 year old
Copyright Dimelo SA
http://www.dimelo.com
3. Queues are public on social media
Copyright Dimelo SA
http://www.dimelo.com
6. Why do customers express their
problems on Social Media ?
SIMPLICITY:
• Because it is more straightforward if social
media channels are already open on their
desktop/mobile
• Digital natives
PRESSURE:
• Because they think the public nature of
social media will put more pressure on
companies to answer their question
ESCALATION:
• Because they tried other channels and it
didn’t work
VENGEANCE:
• Because they felt rebuffed by a previous
company response
Copyright Dimelo SA
http://www.dimelo.com
14. Don’t forget
The Power of Evil: The Damage of Negative Social Media Strongly Outweigh Positive Contributions Marcel Corstjens INSEAD
It’s all about CONSISTENCY
Copyright Dimelo SA
http://www.dimelo.com
15. Why should you enforce SLAs ?
Because customer expectations are high
Because of the public nature of social media messages
Because your company must consider social media as a valid channel
Because you have the opportunity to do things the right way this time
Because customer service is the new marketing, and it will make a
difference
Copyright Dimelo SA
http://www.dimelo.com
16. Ensuring service levels
1. Define SLAs for selected sources (Twitter, Facebook, etc.)
2. Anticipate volume
3. Plan resources
4. Define workflows
5. Choose the right tool
6. Measure
7. Find improvement points
8. Survey customers
9. Make it better
Copyright Dimelo SA
http://www.dimelo.com
