"Community College": Social Support Strategies
by Get Satisfaction
- 1,663 views
Amy Muller, Co-founder and Director of Community Education at Get Satisfaction, walks you through how Get Satisfaction can help you connect your support community to different social media channels on ...
Amy Muller, Co-founder and Director of Community Education at Get Satisfaction, walks you through how Get Satisfaction can help you connect your support community to different social media channels on the web. And how you create an effective social support strategy.
Accessibility
Categories
Upload Details
Uploaded via SlideShare as Apple Keynote
Usage Rights
© All Rights Reserved
Statistics
- Likes
- 0
- Downloads
- 25
- Comments
- 1
- Embed Views
- Views on SlideShare
- 1,655
- Total Views
- 1,663
1–1 of 1 previous next
Everyone’s talking about social media these days, but we’re going to talk practically about how you can use it to improve the experience of support for your customers and prove the results for your business. How you can connect your customers with your Get Satisfaction community space, increase community participation AND use Get Satisfaction to get more out of your social media efforts.
Most of us are familiar with Frank Eliason’s efforts over at Comcast with his ComcastCares group which uses Twitter, Facebook and blogs to respond to customers. That’s a great example of Social Support.
How can we put some structure around a strategy for engaging in this “lazyweb” world? The strategy needs to embrace these new channels but also has to allow us to evolve our existing ones.
The Facebook Support Tab allows you to truly get value out of your efforts on Facebook. Many of you may already have a Facebook fan Page for your company and you may have customers interacting with you and each other on your Wall. But there are several limitations to this:
2.There is no search function which results in costly, repetitive responses
3.The content has no permanence so there is limited value to internal teams and systems
4.The content is not optimized for SEO which means you’re getting limited leverage of user generated content.
When a user posts a topic in your support tab on FB, that same content is mirrored in your GS community and is then hosted there where you can easily share it internally, export it for reports or product marketing insight and curate it for easy findability by other customers with the same question, issue or idea.
The Facebook Support Tab is available for $99/month in addition to any Get Satisfaction paid plan.
This allows you to do several things.
You can connect Twitter with your community space to drive traffic to your community; it allows you to make relevant content about your company that is posted on Twitter trackable and findable; and it enables you to have a longer conversation with a customer or even a group of customers as others join in the conversation. And again, it’s all tracked in one topic on Get Satisfaction.
Check out our Partners page to find out more at getsatisfaction.com/partners/wordpress.
We’ll take a look at some widget implementation examples and use cases first.
Here, you can see it in use on Cartfly.com. When the tab is clicked...
That’s the basic functionality of the feedback widget, which I’m sure a lot of you are familiar with.
Here on the Typepad site, they’ve combined the Satisfaction Search and Live Topic widgets with their knowledgebase. This way they give their customers plenty of resources to find their answers before turning to more traditional support channels.
(A discussion of Basic Widgets vs. Premium Widgets and an overview of all the types of widgets was done as a live demo. No corresponding slides.)
Some notes about the Topic Widget, though:
-Notice that with the Topic List widget, you can set it to show only topics associated with a particular Tag or Product or even a particular topic type.
-This is useful when you want to show dynamic FAQs somewhere on your own web site – just tag the topics you want to appear as FAQs then generate this widget code based on that tag and voila!
-Another idea is to generate a topic widget based only on “praise” topics. Pop this on your home page or a marketing page in your website for an authentic and dynamic customer testimonials feed.
Some notes about widget customization:
-As you can see, you have a lot more customization options in the Premium widgets, including adding your own CSS to the widget. You can do quite a bit of customization just using our configuration tool, but you can also really get as creative as your technical ability permits by playing around with the CSS once you’ve grabbed the widget code and added it to your own HTML.