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Using Technology to Improve Customer Service<br />Use social media like FaceBook, Twitter, and blogs to engage withyour cu...
Using Technology to Improve Customer Service<br />robin fay / georgiawebgurl @ robinfay.net, twitter, linkedin, google+<br...
Using Technology to Improve Customer Service<br />Trends in technology:<br /><ul><li>Social media 
Customization and personalization
Mobile, mobile, mobile
smaller screens
The rise of gadgets that can interact with the web and others without being on the web
GPS/Directions
Posting pix directly from cameras
Smaller screens
Apps vs. just web
Buying using a cell phone </li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
Using Technology to Improve Customer Service<br />Trends in technology:<br /><ul><li>User created content - blogs, movies,...
Take away information - QR Codes, saved maps, etc.
Broadband + Wifi - more access everywhere - more instaneous
Webcams and inexpensive HD quality
Security and privacy issues</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
Using Technology to Improve Customer Service<br />nearly three-quarters (73%) of American cell phone owners are texting, a...
Using Technology to Improve Customer Service<br />robin fay aka georgiawebgurl, 10/2011 <br />
Using Technology to Improve Customer Service<br /> So, we:<br /><ul><li>need to be where our customers are
provide services that are relevant to them. 
Make the best use of our time through tailoring services and products while using resources efficiently</li></ul>robin fay...
Using Technology to Improve Customer Service<br />The Big 3:<br /><ul><li>Social Media
Mobile
The web (our website)</li></ul>Since most of us have a website and hopefully a web editor, we’ll focus on Social Media & M...
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Customer service and technology - social media, mobile & more

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using technology and social media effectively for good customer service. Slides companion to session at USG Staff Council Conference by robin fay, georgiawebgurl@gmail.com

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Transcript of "Customer service and technology - social media, mobile & more"

  1. 1. Using Technology to Improve Customer Service<br />Use social media like FaceBook, Twitter, and blogs to engage withyour customers; be productive with Google Documents; learnmobile tips & tricks like the e-mail address of your cellphone andusing your phone to read barcodes, UPCs, and QRcodes.<br />robin fay aka georgiawebgurl, 10/2011 <br />
  2. 2. Using Technology to Improve Customer Service<br />robin fay / georgiawebgurl @ robinfay.net, twitter, linkedin, google+<br />robin fay aka georgiawebgurl, 10/2011 <br />
  3. 3. Using Technology to Improve Customer Service<br />Trends in technology:<br /><ul><li>Social media 
  4. 4. Customization and personalization
  5. 5. Mobile, mobile, mobile
  6. 6. smaller screens
  7. 7. The rise of gadgets that can interact with the web and others without being on the web
  8. 8. GPS/Directions
  9. 9. Posting pix directly from cameras
  10. 10. Smaller screens
  11. 11. Apps vs. just web
  12. 12. Buying using a cell phone </li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  13. 13. Using Technology to Improve Customer Service<br />Trends in technology:<br /><ul><li>User created content - blogs, movies, reviews (such as yelp, amazon reviews, and ratemyprofessor), tweets & more
  14. 14. Take away information - QR Codes, saved maps, etc.
  15. 15. Broadband + Wifi - more access everywhere - more instaneous
  16. 16. Webcams and inexpensive HD quality
  17. 17. Security and privacy issues</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  18. 18. Using Technology to Improve Customer Service<br />nearly three-quarters (73%) of American cell phone owners are texting, and nearly a third (31%) prefer texting to talking. - Pew Internet Research, Sept. 2011 <br /> <br />65% of American use social media sites like Facebook or Twitter - August 2011<br /> <br />..but search is still the number 1 activity online.<br />robin fay aka georgiawebgurl, 10/2011 <br />
  19. 19. Using Technology to Improve Customer Service<br />robin fay aka georgiawebgurl, 10/2011 <br />
  20. 20. Using Technology to Improve Customer Service<br /> So, we:<br /><ul><li>need to be where our customers are
  21. 21. provide services that are relevant to them. 
  22. 22. Make the best use of our time through tailoring services and products while using resources efficiently</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  23. 23. Using Technology to Improve Customer Service<br />The Big 3:<br /><ul><li>Social Media
  24. 24. Mobile
  25. 25. The web (our website)</li></ul>Since most of us have a website and hopefully a web editor, we’ll focus on Social Media & Mobile. <br />
  26. 26. Using Technology to Improve Customer Service<br />Facebook Pages<br />robin fay aka georgiawebgurl, 10/2011 <br />
  27. 27. Using Technology to Improve Customer Service<br />Facebook<br />Pages not personal accounts should be used for organizations and departments because they <br /><ul><li> provide statistics
  28. 28. allow a relationship without invading personal privacy (Like!)
  29. 29. are a powerful communication, promotion and information tool
  30. 30. subscribable!
  31. 31. provide tools such as widgets to use on your website
  32. 32. are publicly indexed on the web
  33. 33. can be shared with others outside of Facebook
  34. 34. can be designed using Iframes and widgets to provide a more customized interface
  35. 35. help establish identity and brand
  36. 36. can be a centralized presence</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  37. 37. Using Technology to Improve Customer Service<br />Twitter<br />robin fay aka georgiawebgurl, 10/2011 <br />
  38. 38. Using Technology to Improve Customer Service<br />Twitter<br /><ul><li> good for promotion and community building
  39. 39. ease of rebroadcast
  40. 40. subscribable
  41. 41. can be like shouting in the wind
  42. 42. good for immediate information and resource sharing
  43. 43. its own language and simplified privacy settings (public or private)
  44. 44. focus on real time
  45. 45. Various 3rd party tools for twitter stats</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  46. 46. Using Technology to Improve Customer Service<br />Google – not a traditional social media tool<br /><ul><li> Google’s suite of tools is robust – blogger is now owned by Google as is Youtube
  47. 47. Google+ has recently been rolled out which can include Picasa Web Albums, Google Buzz, Youtube & more – social media the Google way
  48. 48. Google documents can be used to collaborate and share work including presentations such as this
  49. 49. Google calendars can be used to share scheduling and events
  50. 50. All Google products are cloud based except for the Picasa Image Editor (although the album are web based)</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  51. 51. Using Technology to Improve Customer Service<br />Other social media sites<br /><ul><li>Youtube (movies)
  52. 52. PodcastAlley (podcasts)
  53. 53. Flickr, Picasa Web Albums
  54. 54. Google+
  55. 55. Tumblr, Blogger (Blogging)
  56. 56. Myspace , PageFlakes,& more </li></ul>Find what works for your community and focus on your community. <br />robin fay aka georgiawebgurl, 10/2011 <br />
  57. 57. Using Technology to Improve Customer Service<br />Using social media to connect with your users & track what’s being said about you (track message + track reputation):<br /><ul><li> Set up a Google Alerts http://www.google.com/alerts to monitor your name/brand, etc.
  58. 58. Look for links back to your content, shares on Facbook, RTs on Twitter, etc.
  59. 59. Social media can be used to:
  60. 60. respond to criticism
  61. 61. communicate directly
  62. 62. promotion of events
  63. 63. pr
  64. 64. get feedback
  65. 65. find testers/survey takers
  66. 66. get help to promote your content (go viral!) </li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  67. 67. Using Technology to Improve Customer Service<br />tools to track reputation:<br /><ul><li>Pbgrader
  68. 68. Klout
  69. 69. Facebook Pages statistics
  70. 70. Google alerts
  71. 71. Website statistics – referring links, traffic, etc</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  72. 72. Using Technology to Improve Customer Service<br />Smart uses of social media: <br /><ul><li>Read the TOS and Privacy statements. Yes, they are boring and confusing….and they sometimes change.
  73. 73. Always doublecheck preferences or options in any social media site.
  74. 74. Think about the information you give away. Use a “throwaway” email address for personal use; use a generic departmental email when participating on behalf of your institute.
  75. 75. Don’t make your private life public (unless that is your goal). Be aware of social networking etiquette.
  76. 76. Be aware of your department’s social media policies and practices.
  77. 77. ..and always be aware of USG and your institution’s computer usage policies. </li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  78. 78. Using Technology to Improve Customer Service<br />Smart uses of social media: <br />Timesavers <br /><ul><li>Batch process
  79. 79. Automate when possible (one post> to multiple sites)
  80. 80. Automatically send blog posts directly to a twitter account> twitterfeed.com
  81. 81. Selectively send twitter to post as facebook status: selectivetweets app in fb ; then add #fb to the end of a tweet
  82. 82. Automatically send blog posts to facebook> Use networkedblogs app in facebook (need to setup account at networkedblogs, too)
  83. 83. Schedule time for creating content and engaging with audience
  84. 84. Spellcheckers and other plugins
  85. 85. See my “Automating your social media” for information about specific tools </li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  86. 86. Using Technology to Improve Customer Service<br />On to Mobile<br /><ul><li>Your phone is a powerful resource. If you have a smartphone (Android, Iphone, tablet), you can download tons of apps.
  87. 87. If you have a smartphone with a camera, you can use it get information via QRCodes or even barcodes .</li></ul>If you don’t have a smartphone, you can still take advantage of texting features including blogging, tweeting, the weather and even movie times! <br />robin fay aka georgiawebgurl, 10/2011 <br />
  88. 88. Using Technology to Improve Customer Service<br /><ul><li>QRCodes = Quick Response code.
  89. 89. Using an app like Barcode scanner – you can scan a QR Code and get all sorts of info. QRCodes can load information into your address book, provide maps & directions, look up prices – all sorts of things.
  90. 90. You can even create QRCodes for your business cards: http://www.the2dcode.com/qr-code-generator</li></ul>robin fay aka georgiawebgurl, 10/2011 <br />
  91. 91. Using Technology to Improve Customer Service<br />Besides apps on smartphones any phone that can text has an email address… which is really useful!<br />Your cellphone's email address<br />10 digit phone number @ the domain from your service provider. <br />Alltel : [10-digit phone number]@message.alltel.com<br />Boost: [10-digit phone number]@myboostmobile.com<br />Tmobile: [10-digit phone number]@tmomail.net<br />Verizon: [10-digit phone number]@vtext.com<br />List at http://sms411.net/how-to-send-email-to-a-phone/<br />.<br />robin fay aka georgiawebgurl, 10/2011 <br />
  92. 92. Using Technology to Improve Customer Service<br />Another way to find your mobile email address: Compose a text message from your cell/mobile and send it to your email address. From the email you received you can find your cell phone’s email address.<br />When you send the SMS from your computer, the first 160 characters will be delivered and the subject of the email is also counted towards this.<br />
  93. 93. Using Technology to Improve Customer Service<br />Texting – smart texting for most phones<br />Weather: Receive a local 36-hour forecast from Weather Channel every day. <br /><ul><li>Text "SUB + FCST + your 5 digit US zipcode" to 42278 or 78676 ex. "SUB FCST 90210"
  94. 94. Text "pollen" + ZIP code or city name + GA to 42278 or 78676 for a one time alert (or subscribe below).
  95. 95. Complete list http://www.weather.com/mobile/customtextmessaging.html </li></ul>Reply "STOP" to any message (to end). Note: Not offered for Sprint/Nextel, Boost Mobile, and Virgin Mobile<br />robin fay aka georgiawebgurl, 10/2011 <br />
  96. 96. Using Technology to Improve Customer Service<br />Texting – smart texting for most phones<br />Search Google: Text message your search query to 466453 (GOOGLE) > Google will text you back results.<br />Blog via text (Blogger): Send an SMS text message with the word “REGISTER” to 256447 (BLOGGR)<br />Movie times: text your zip code to FNDGO (36346) or “m” plus your zip to 4INFO (44636), you’ll get a text message back with movie show times in your area (US only). <br />
  97. 97. Using Technology to Improve Customer Service<br />Our customers and community are in social media and using technology – we need to be using it too!<br />Materials used<br />All available at http://www.delicious.com/georgiawebgurl/social_media_training_materials<br />Also, please check slideshare.net/robinfay/ for lots more on identity and social media. <br />Thanks!<br />Questions?<br />georgiawebgurl@gmail.com<br />@twitter<br />@linkedin<br />@delicious<br />robin fay aka georgiawebgurl, 10/2011 <br />

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