Social media and customer service - some examples

From Twitter to online communities Social media and the impact it has on your customer strategy and the contact centre

I just want to get home

Today is about three things

Understanding what social media is and how it can help in a business setting

Learning from people who have got it right (and wrong)

Working on your own particular challenges

Let’s get cracking with the first of these…

Is it just me, or does everybody seem to be talking about Twitter…

… or Facebook, Flickr, forums and online communities

But for all this talk there is little revolutionary

It’s not just about doing old things in new ways. It’s about doing completely new things. Things can get much more exciting

But let’s take a moment to think about definitions

So what is social media? Source: McCann Key Social Platforms Photo Sharing Blogging Video Sharing Micro Blogging Podcasts Message Boards Product Reviews RSS Widgets Social Networking

And why should I care? (Let’s do the maths) 83% + = £££

Online social networks “ it’s all about me” Online communities “ it’s about us” Social Network or Online Community?

A hub and spoke approach Your Brand

So why could this work in a customer service business?

The role social media can play in customer service May, 2009 “The ROI of Online Customer Service Communities” Forrester report

And the value of an online customer service community? May, 2009 “The ROI of Online Customer Service Communities” Forrester report

So how do you do it? How do we achieve this?

Don’t listen to ‘experts’

Look for ideas and try things out

The good, the bad and the ugly

From $0 to $1bn in eight years. With “no marketing spend”.

The value of microinteractions

Every day:

6,000 people by phone

300+ people by live chat

100,000+ people through social media

That’s right. They deal with 100,000 people every day through social media

That’s 365 million interactions every year

What about in a more traditional industry

listening correcting taking action informing we’re human educating offers

Richard uses Twitter to give information, to listen and to interact. And to show that he’s human.

He also gets other people to do his work for him, spreading the word through their networks.

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What to do when your laptop explodes

Get your online engagement strategy right

Dell now make $3m from a single Twitter account

That’s $50 per year from everybody who follows them

But what about support?

One man has saved Dell $1m a year by answering questions about a CD Rom drive…

When social media is used against you

Viewed over 6 million times

With no response from United

Be good (not bad or ugly)

But the best thing is just to have a go

Time to think…what challenges are you facing right now?

So what have you learnt today?

That’s it…

Matt Rhodes

FreshNetworks

[email_address]

020 7692 4199

@mattrhodes

blog.freshnetworks.com

Photo credits

Slide 2: Imperial Airways, Kodak Agfa (www.flickr.com/photos/96884693@N00/772162193/)

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Slide 6: Jump on the social media bandwagon, Matt Hamm ( www.flickr.com/photos/matthamm/2945559128/)

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Slide 8: 1907 webster dictionary, jbrownell (www.flickr.com/photos/jbrownell/145765416/)

Slide 13: Telephone, Jon (www.flickr.com/photos/jonburnell/393385965/)

Slide 16: Question mark in Esbjerg, alexanderdrachmann (www.flickr.com/photos/drachmann/327122302/)

Slide 18: idea, by Matthew Burpee www.flickr.com/photos/mburpee/3570361432/

Slide 19: Rub a dub dub, John Carleton (www.flickr.com/photos/johncarleton/2422621568/)

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Slide 24: 夜の電車 Night trains, kamoda (www.flickr.com/photos/kamoda/2874902779/)

Slide 38: Rub a dub dub, John Carleton (www.flickr.com/photos/johncarleton/2422621568/)

Slide 39: An Apple a Day, by jaredflo www.flickr.com/photos/jaredflo/219190131/

Slide 40: In Flight, Shavar (www.flickr.com/photos/shavar/30536761/)

Slide 41:

I’m afraid some of these images have been used for so long at FreshNetworks that we seem to have lost the reference to who to credit for them. Sorry about this. They are great photos so we wanted to share them, but if they are yours let us know so we can give you all the credit they deserve