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 Social media: delivering effective customer service
Using social media:
Delivering effective
#custservice
 Social media: delivering effective customer service
Is your customer services on
Facebook?
 Social media: delivering effective customer service
Is your customer services on
Twitter?
 Social media: delivering effective customer service
Is your customer services on
LinkedIn?
 Social media: delivering effective customer service
3 levels of social
media engagement
 Social media: delivering effective customer service
passive:
monitor situation &
obtain information
 Social media: delivering effective customer service
active:
respond to rumours &
answer questions
 Social media: delivering effective customer service
engaged:
active, passive, plus full
interaction on sites
 Social media: delivering effective customer service
Stage one:
Preparing for
social media
 Social media: delivering effective customer service
develop your policy
 Social media: delivering effective customer service
state when you’ll monitor
 Social media: delivering effective customer service
eg. Vodafone NZ
We are available
8am to 8pm on Weekdays
10am to 6pm ...
 Social media: delivering effective customer service
use real people
 Social media: delivering effective customer service
eg. Vodafone NZ
 Social media: delivering effective customer service
train to speak human
 Social media: delivering effective customer service
eg. Hamilton Ring Road
 Social media: delivering effective customer service
promote call channel
 Social media: delivering effective customer service
Stage two:
Getting on and
doing it
 Social media: delivering effective customer service
be proactive & helpful
 Social media: delivering effective customer service
respond quickly
 Social media: delivering effective customer service
free up call centre
 Social media: delivering effective customer service
get real, admit mistakes
 Social media: delivering effective customer service
use to educate
 Social media: delivering effective customer service
acknowledge asap
 Social media: delivering effective customer service
have heart & humour
 Social media: delivering effective customer service
thank those that help
 Social media: delivering effective customer service
encourage sharing
 Social media: delivering effective customer service
deal to rumours
 Social media: delivering effective customer service
use management tools
 Social media: delivering effective customer service
Stage three:
Knowing you’re
doing it right
 Social media: delivering effective customer service
you get thanked, share it
 Social media: delivering effective customer service
not followers, queries
Cost per
transaction:
Queries by:
- phone
- m...
 Social media: delivering effective customer service
you use the feedback
news sites
Twitter
blogs
TradeMe
community
YouT...
 Social media: delivering effective customer service
More resources:
www.algim.org.nz/socialmedia
 Social media: delivering effective customer service
what have I
learnt?
 Social media: delivering effective customer service
Lesson #1:
Set clear goals &
objectives
 Social media: delivering effective customer service
Lesson #2:
Keep social media
outside approvals
 Social media: delivering effective customer service
Lesson #3:
Monitor, monitor,
respond, monitor
 Social media: delivering effective customer service
Lesson #5:
Focus your social
media channels
 Social media: delivering effective customer service
Lesson #5:
Have fun along
the way
 Social media: delivering effective customer service
Jason Dawson
General Manager – Customer Relationships
07 838 6507 | ...
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Using social media to deliver customer services

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Presentation to 2013 ALGIM Customer Services Symposium on the effective use of social media to deliver exceptional customer service.

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Transcript of "Using social media to deliver customer services"

  1. 1.  Social media: delivering effective customer service Using social media: Delivering effective #custservice
  2. 2.  Social media: delivering effective customer service Is your customer services on Facebook?
  3. 3.  Social media: delivering effective customer service Is your customer services on Twitter?
  4. 4.  Social media: delivering effective customer service Is your customer services on LinkedIn?
  5. 5.  Social media: delivering effective customer service 3 levels of social media engagement
  6. 6.  Social media: delivering effective customer service passive: monitor situation & obtain information
  7. 7.  Social media: delivering effective customer service active: respond to rumours & answer questions
  8. 8.  Social media: delivering effective customer service engaged: active, passive, plus full interaction on sites
  9. 9.  Social media: delivering effective customer service Stage one: Preparing for social media
  10. 10.  Social media: delivering effective customer service develop your policy
  11. 11.  Social media: delivering effective customer service state when you’ll monitor
  12. 12.  Social media: delivering effective customer service eg. Vodafone NZ We are available 8am to 8pm on Weekdays 10am to 6pm on Weekends
  13. 13.  Social media: delivering effective customer service use real people
  14. 14.  Social media: delivering effective customer service eg. Vodafone NZ
  15. 15.  Social media: delivering effective customer service train to speak human
  16. 16.  Social media: delivering effective customer service eg. Hamilton Ring Road
  17. 17.  Social media: delivering effective customer service promote call channel
  18. 18.  Social media: delivering effective customer service Stage two: Getting on and doing it
  19. 19.  Social media: delivering effective customer service be proactive & helpful
  20. 20.  Social media: delivering effective customer service respond quickly
  21. 21.  Social media: delivering effective customer service free up call centre
  22. 22.  Social media: delivering effective customer service get real, admit mistakes
  23. 23.  Social media: delivering effective customer service use to educate
  24. 24.  Social media: delivering effective customer service acknowledge asap
  25. 25.  Social media: delivering effective customer service have heart & humour
  26. 26.  Social media: delivering effective customer service thank those that help
  27. 27.  Social media: delivering effective customer service encourage sharing
  28. 28.  Social media: delivering effective customer service deal to rumours
  29. 29.  Social media: delivering effective customer service use management tools
  30. 30.  Social media: delivering effective customer service Stage three: Knowing you’re doing it right
  31. 31.  Social media: delivering effective customer service you get thanked, share it
  32. 32.  Social media: delivering effective customer service not followers, queries Cost per transaction: Queries by: - phone - mail - email - social media
  33. 33.  Social media: delivering effective customer service you use the feedback news sites Twitter blogs TradeMe community YouTube Facebook feedback forms topic trends & emerging issues communication & media celebrate customer satisfaction
  34. 34.  Social media: delivering effective customer service More resources: www.algim.org.nz/socialmedia
  35. 35.  Social media: delivering effective customer service what have I learnt?
  36. 36.  Social media: delivering effective customer service Lesson #1: Set clear goals & objectives
  37. 37.  Social media: delivering effective customer service Lesson #2: Keep social media outside approvals
  38. 38.  Social media: delivering effective customer service Lesson #3: Monitor, monitor, respond, monitor
  39. 39.  Social media: delivering effective customer service Lesson #5: Focus your social media channels
  40. 40.  Social media: delivering effective customer service Lesson #5: Have fun along the way
  41. 41.  Social media: delivering effective customer service Jason Dawson General Manager – Customer Relationships 07 838 6507 | 021 912 571 jason.dawson@hcc.govt.nz www.hamilton.co.nz Thanks.
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