Social media call center


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Social media goes to call center and becomes another customer service tool just like voice, email, etc.

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Social media call center

  1. 1. SOCIALMEDIA Social media – a new customer serviceCALL CENTER channel
  2. 2. "If you make customers unhappy in the physical world, they mighteach tell 6 friends. If you make customers unhappy on the Internet,they can each tell 6,000 friends." -- Jeff Bezos
  3. 3. Customers are asking for support on social media channels
  4. 4. Social media is becoming a new trend in customer service! What were seeing is that customers are turning to social media channels for customer service, regardless of whether and where a particular brand is actually equipped to handle customer service over social media. Todays customers choose when and where they voice their questions, issues, and complaints. They dont care if a company is set up to answer customer questions on Facebook, or if it has an actual Twitter handle for customer service.
  5. 5. Whatcustomers areexpecting!
  6. 6. When customer service issues are not resolved via social media, they become expensive!
  7. 7. Social media influence impacting sentiments on a wider scaleNegative PR is larger risk now than ever before
  8. 8. What you should do – go beyond campaigns! • Don’t avoid such conversation – bring them closer • Enable visibility to issue resolution resulting into customer satisfaction, positive word of mouth and decrease contacts on other touch-points
  9. 9. What you need – have a social support planScale up your Conduct Build SLAs team ongoing social (response time, media support(include your ACHT) training call center) Establish Create Create FAQs approval escalation templates process process (what & how to (before (if no answer, answer) response hits who will help) the wall)
  10. 10. Social media customer service tools
  11. 11. THANK YOU!Vinod Nagar,Regional Social Media ManagerNokia - Asia Pacific, Middle East & Africa OperationsCurrently, he’s working with Nokia as a regional social media manager for APAC & MEA Regionsbased out of Dubai. Previously worked in Ogilvy, Euro RSCG, etc. where he enjoyed working on IBM,Dell, HP, BSNL and list goes on.His entrepreneur skills drove him to build the foundation of a digital and social media company inDubai as well. He provides digital marketing consultancy to some of media & ad agencies in Dubai.Some of the brands include Clarins, Levis, Lulu Hypermarket, Thierry Mugler, Azzaro, BITS Pilani,MBC2, Samsung, Ford, Du, Parachute, Almarai, etc.You can reach out to me at (@vinodnaagar)Email: