Customer service in 140 characters

Customer service in 140 characters

“ Fish where the fish are” Our ecosystem #cpwcares @cpwcares Tweetdeck How we use Twitter Why we use Twitter Future challenges A final word Content

“ Fish where the fish are”

Our ecosystem

#cpwcares @cpwcares

Tweetdeck

How we use Twitter

Why we use Twitter

Future challenges

A final word

“ Fish where the fish are…” People have created their own networks and ecosystems built on social platforms where the sharing of information between trusted ‘friends’ is paramount. In this new paradigm, customers are increasingly helping each other or complaining on third party sites; bypassing the need to engage with a company altogether. Companies are now having to proactively and publicly reach out to customers on their terms and in their spaces.

Our ecosystem

One shared account, one common hashtag: #cpwcares Fanatical Support Escalations agents + insurance agent responding to issues on Twitter, Facebook, ComplaintCommunity, Plebble, blogs etc Customer service issues handled via Twitter Orders, repairs, chequeback, billing, PUK codes, disconnection, data support for O2-CPW (MMS, web settings, BB can’t send emails), insurance-related issues, complaints (general), tariff (can I use free minutes to call overseas)… Reporting Source, type, department, inbound / outbound tweets, escalated / first time tweet resolution, response time, handling time, issue type / status, RTs, +/- tweets… #cpwcares @cpwcares

One shared account, one common hashtag: #cpwcares

Fanatical Support Escalations agents + insurance agent responding to issues on Twitter,

Facebook, ComplaintCommunity, Plebble, blogs etc

Customer service issues handled via Twitter

Orders, repairs, chequeback, billing, PUK codes, disconnection, data support for

O2-CPW (MMS, web settings, BB can’t send emails), insurance-related issues,

complaints (general), tariff (can I use free minutes to call overseas)…

Reporting

Source, type, department, inbound / outbound tweets, escalated / first time tweet

resolution, response time, handling time, issue type / status, RTs, +/- tweets…

Tweetdeck If required the issue is then escalated through to resolution to Fanatical Support. Tweetdeck with searches set up for Carphone Warehouse, Carphone, Carphonewarehouse ; @becksatcarphone, @stuartcarphone 1 2 3 4

Provide customer service alerts Identify and resolve complaints Early warning system Answer queries about products and service Provide information: help tips, stock availability, store location Monitor / manage brand reputation Lead generation / soft sell Let people know what we’re doing How we use Twitter

Provide customer service alerts

Identify and resolve complaints

Early warning system

Answer queries about products and service

Provide information: help tips, stock availability, store location

Monitor / manage brand reputation

Lead generation / soft sell

Let people know what we’re doing

Real time loop: feedback, search, issue identification It’s part of the future Our customers are there Cost savings for general low level query deflection Early warning system Information / knowledge harnessing Listening empathetically and saying ‘I’m sorry’ works Why we use Twitter

Real time loop: feedback, search, issue identification

It’s part of the future

Our customers are there

Cost savings for general low level query deflection

Early warning system

Information / knowledge harnessing

Listening empathetically and saying ‘I’m sorry’ works

Trust: company information vs crowd sourced information Integrity of ‘mobile information of convenience’ Knowledge: harnessing, reusing ; local, at source Building awareness of Twitter Scalability of service Showing ROI / having the right KPIs Brand ‘me’ vs company brand Integrating social media with traditional channels: public, real time The use of #hashtags as a common link between channels (#cpwcares) Educating / training staff Silos vs collaboration Freedom within a framework Twitter outages Social media exposes a company’s heartbeat; everything is laid bare Future challenges

Trust: company information vs crowd sourced information

Integrity of ‘mobile information of convenience’

Knowledge: harnessing, reusing ; local, at source

Building awareness of Twitter

Scalability of service

Showing ROI / having the right KPIs

Brand ‘me’ vs company brand

Integrating social media with traditional channels: public, real time

The use of #hashtags as a common link between channels (#cpwcares)

Educating / training staff

Silos vs collaboration

Freedom within a framework

Twitter outages

Social media exposes a company’s heartbeat; everything is laid bare

A final word … in desperation - I turned to Twitter to try to penetrate what felt like the huge, uncaring behemoth of Carphone Warehouse. And I found Guy Stephens, the company’s Knowledge and Online Help Manager, who appeared to be tackling customer rage in a passionately empathetic way on Twitter. I tweeted him at 8pm; by 8.07pm, I had a reply, rendering me unconditionally blown away. Three months of periodic call centre torture had got me nowhere, but via social media I felt listened to within minutes and my problem solved within a few days. True, I was a departing customer, but not before being turned from a ”hater” to a fan of what Carphone Warehouse is doing to improve its customer experience via social media…. From: http://pr-media-blog.co.uk/prwin-carphone-warehouse-gets-social/

… in desperation - I turned to Twitter to try to penetrate what felt like the huge,

uncaring behemoth of Carphone Warehouse. And I found Guy Stephens, the company’s

Knowledge and Online Help Manager, who appeared to be tackling customer rage in

a passionately empathetic way on Twitter. I tweeted him at 8pm; by 8.07pm, I had a

reply, rendering me unconditionally blown away. Three months of periodic call centre

torture had got me nowhere, but via social media I felt listened to within minutes

and my problem solved within a few days.

True, I was a departing customer, but not before being turned from a ”hater” to a fan

of what Carphone Warehouse is doing to improve its customer experience

via social media…. From: http://pr-media-blog.co.uk/prwin-carphone-warehouse-gets-social/

Guy Stephens Customer Knowledge Manager, The Carphone Warehouse Tweet me: @guyatcarphone Email me: guyatcarphone@cpwplc.com Call me: 07515 034 622 LinkedIn: in/guy1067

Guy Stephens

Customer Knowledge Manager, The Carphone Warehouse

Tweet me: @guyatcarphone

Email me: guyatcarphone@cpwplc.com

Call me: 07515 034 622

LinkedIn: in/guy1067