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Customer Service on Social Media
Why Social Customer Service?


Your customers are there
Your customers are already talking about you



Viral effects fr...
Things to think about


Integrate across all functions of the company



Marketing



PR





Customer Service

Oper...
Things to think about


Take one channel at the time




Start easy with Facebook of instance

Promote your channels

...
Best Practice


KLM



Focusing on Facebook & Twitter



Response rate over 95%





100 people 24/7 in 10 languages...
Crisis Management


Don’t be scared




More often than not it’s someone giving valuable feedback

Respond with empathy...
Tools


Workflow management
 Sendible
 Hootsuite
 Social Oomph
 Sprout Social



Monitoring
 Social Mention
 Googl...
post@metronet.no

HiHostels

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Social customer service

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Social customer service

  1. 1. Customer Service on Social Media
  2. 2. Why Social Customer Service?  Your customers are there Your customers are already talking about you  Viral effects from good customer service (retweet and share)  Potential cost savings, same person can handle several customers at the same time Crisis management, proactively talk about power outages and get the information out to many people at the same time   2
  3. 3. Things to think about  Integrate across all functions of the company   Marketing  PR   Customer Service Operations Get management involved   Get them onto the Social Networks, Twitter, Facebook and Google+   Have management engage in real customer conversations Need not engage but learn to listen. If not open 24/7 tell people, they are not expecting you to be. 3
  4. 4. Things to think about  Take one channel at the time   Start easy with Facebook of instance Promote your channels   Social Media has long relationship cycles  Contact cost over time approaches 0   Energy has long customer lifetime cycles Make it easy to follow you Commit for the marathon, not the sprint.  Rome wasn’t built in a day and neither is a good SM presence 4
  5. 5. Best Practice  KLM   Focusing on Facebook & Twitter  Response rate over 95%   100 people 24/7 in 10 languages @KLM NSB  Mon – Fri 8-16  Facebook & Twitter  Response rate over 90%  @NSB_no 5
  6. 6. Crisis Management  Don’t be scared   More often than not it’s someone giving valuable feedback Respond with empathy   Be real and genuine and detailed   Remember you are talking to humans Tell the truth Don’t feed the Internet Trolls  have a real strategic or customer-centric reason for responding  Consider having one marketing channel and one CS (@Delta & @DeltaAssist on Twitter) 6
  7. 7. Tools  Workflow management  Sendible  Hootsuite  Social Oomph  Sprout Social  Monitoring  Social Mention  Google Alerts  Tweetdeck  Automation / Scheduling  IFTTT  Buffer 7
  8. 8. post@metronet.no HiHostels 8

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