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6 Steps to Brilliant Social Customer Service

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Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations strive to adopt social media into their contact center, but few get it right.

Follow these 6 easy steps to create a differentiated social customer service experience.

Published in: Business, Education
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6 Steps to Brilliant Social Customer Service

  1. 1. 6 Steps to the Ultimate Social xContact CenterA How-To Guide for Your Social CustomerService Strategy.April 2012Introduction - edia.1. Identify the Right Channels 2 1
  2. 2. -2 2
  3. 3. Social media support has become mainstream, with over 80% adoption in 2011, up from 40% in 2007.What about customer service leaders? Below: “Benchmarking Social Media Customer Service” byTELUS, shows us how they prioritize social support.Most of these leaders, with the exception of Best Buy, have not adopted all channels. They ensure best-in-class status in each channel they use before they expand.What about specific channel strategies? Here are some helpful resources to get you started:1. Twitter – “How To Use Twitter for Customer Service”2. YouTube – “YouTube for Customer Service”3. Facebook – “Five Tips for using Facebook for Customer Service”4. LinkedIn – “33 Ways to Use LinkedIn for Business”The channels you implement will depend on your objectives, resources, and nature of your customers.Remember to start small and grow one step at a time, just like the leaders mentioned above.2. Social Goals and Metrics 2 3
  4. 4. 1. Service Measures for Social Care2 4
  5. 5. 2. Quality Measures for Social Care 3. Effectiveness Measures for Social Care2 5
  6. 6. 3. Understand Your Social Customer - 2 6
  7. 7. 1. Social Customer Demographics2 7
  8. 8. 2. Social Customer Characteristics2 8
  9. 9. 3. Social Customers by Country2 9
  10. 10. 4. Social Customers by Device4. People, Processes, TechnologyPeople -Managers 2 10
  11. 11. - -ProcessesTechnology - -5. Follow Social Media Etiquette - 2 11
  12. 12. 6. Analyze Social Feedback “ ”– “ ” – TELUS “ - TELUS “ - ”– “ ”– “ ”– 2 12
  13. 13. Appendix: Introduction to FonoloDo Customers Enjoy Calling Your Company?Lower Costs and Happier Callers with no Infrastructure Changes? - before:•• -••Features - - - Pre- Post- -time. Smart- Ready 2 13
  14. 14. - - - - sales@fonolo.com. info@fonolo.com. fonolo.com.2 14

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