Training Your Customer Service Team for Social Media
Presented by:
Andrey Grigoryev
Social Strategy Director, Conversocial...
Conversocial is a cloud solution
that enables businesses to
manage social media as a largescale customer service channel

...
150+ global customers

3
360° Integrated Solution for Social Customer Service

TR

A

LO
G

Y

Social
Customer
Service
Integrated
Solution

ATION
T...
Agenda
‣ Importance of Training
‣ Three Areas of Training
‣ Social Media
‣ Policies & Processes
‣ Social Media Management
...
Importance of Training

‣ Unfamiliar technologies
‣ Visibility of actions
‣ Team confidence

6
Three areas of training

Social
Media

Policies
& Processes

Social Media
Management
System (SMMS)
7
Social Media

Social media 101
Overview

‣

Key functionality

‣

Descrip.on'

Example'

@"symbol"

All"account"handles"be...
Social Media

9
Policies & Processes

Social Customer Service Playbook

‣

Overview & mission

‣

Workflows

‣

Tone guide

‣

Crisis proce...
Social Media Management System (SMMS)

‣

Functionality

‣

Applied workflows

‣

Power use

‣

Limitations

11
Effective Training Methods

Train here

Social
Media

Policies
& Processes

Social Media
Management
System (SMMS)
12
Effective Training Methods

‣

Social media boot camp

‣

Policies & processes presentation

‣

Review past interactions

‣...
Tips for effective deployment

‣

Establish approval workflow

‣

Assign agents to single channels

‣

Resource volume-appro...
Further information:

conversocial.com/resources

15
Thank you
Learn more: conversocial.com
Presented by:
Andrey Grigoryev
Social Strategy Director, Conversocial
linkedin.com/...
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Social Customer Service: You Know the Why, Here's the How

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Customers are increasingly reaching out to brands over social media to resolve service inquiries. To offer the highest level of service, leading brands are bringing social media into their contact centers and enabling live agents to respond directly over social channels.

Discover:

- Why training matters
- Challenges of training for social
- The three areas of training
- Effective methods of training
- Strategies for successful deployment

For the full audio presentation head to:http://landing.conversocial.com/training-your-customer-service-team-recordings

Published in: Social Media
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Social Customer Service: You Know the Why, Here's the How

  1. 1. Training Your Customer Service Team for Social Media Presented by: Andrey Grigoryev Social Strategy Director, Conversocial linkedin.com/in/andreygrigoryev
  2. 2. Conversocial is a cloud solution that enables businesses to manage social media as a largescale customer service channel eting Mark mer usto C ice? Serv ume Cons ights r Ins PR 2
  3. 3. 150+ global customers 3
  4. 4. 360° Integrated Solution for Social Customer Service TR A LO G Y Social Customer Service Integrated Solution ATION TIV AC SUPPO RT TRATEGY S IN IN G EC H T O N 4
  5. 5. Agenda ‣ Importance of Training ‣ Three Areas of Training ‣ Social Media ‣ Policies & Processes ‣ Social Media Management System (SMMS) ‣ Effective Training Methods ‣ Tips for Successful Deployment
  6. 6. Importance of Training ‣ Unfamiliar technologies ‣ Visibility of actions ‣ Team confidence 6
  7. 7. Three areas of training Social Media Policies & Processes Social Media Management System (SMMS) 7
  8. 8. Social Media Social media 101 Overview ‣ Key functionality ‣ Descrip.on' Example' @"symbol" All"account"handles"begin"with"the"@" symbol."Including"an"@"men7on"in"your" Tweet"directs"the"Tweet"to"that"account." @Hertz;"@JohnSmith;"@Starbucks" Tweet"star7ng"with"an" @men7on"" Customer"is"speaking"directly"to"you."This" appears"on"their"profile"rather"than"being" published"to"their"followers,"and"so"is" specifically"targeted"at"you." Tweet"containing"an" @men7on"" Customer"is"wri7ng"a"tweet"about"you"to" their"followers’"news"feeds,"but"they"want" you"to"see"it." Retweet"(RT)" When"someone"sees"something"they"find" interes7ng"and"retweets"it,"they"are" effec7vely"hiLng"‘share’"to"their" followers."This"isn’t"a"new"tweet"(it’s"even" displayed"with"the"original"name"and" picture),"but"is"the"way"in"which"one" tweet"gets"a"whole"new"audience." Direct"Message"(DM)" ‣ Element' Direct"Messages"are"used"to"send"private" messages"to"other"TwiPer"users."Only" users"that"follow"each"other"may" exchange"direct"messages." #"hashtag" Tags"a"tweet"to"a"topic"that"can"be"easily" searched/followed"by"others." " Use patterns & statistics ‣ Potential pitfalls N/A" 8
  9. 9. Social Media 9
  10. 10. Policies & Processes Social Customer Service Playbook ‣ Overview & mission ‣ Workflows ‣ Tone guide ‣ Crisis procedures ‣ SLAs ‣ KPIs 10
  11. 11. Social Media Management System (SMMS) ‣ Functionality ‣ Applied workflows ‣ Power use ‣ Limitations 11
  12. 12. Effective Training Methods Train here Social Media Policies & Processes Social Media Management System (SMMS) 12
  13. 13. Effective Training Methods ‣ Social media boot camp ‣ Policies & processes presentation ‣ Review past interactions ‣ Response development exercises ‣ Over-the-shoulder agent shadowing ‣ Engagement simulation workshop 13
  14. 14. Tips for effective deployment ‣ Establish approval workflow ‣ Assign agents to single channels ‣ Resource volume-appropriately ‣ Re-train stand-by agents before high-volume periods ‣ Review performance regularly 14
  15. 15. Further information: conversocial.com/resources 15
  16. 16. Thank you Learn more: conversocial.com Presented by: Andrey Grigoryev Social Strategy Director, Conversocial linkedin.com/in/andreygrigoryev

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