Proactive Customer Service with Twitter
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The document discusses the benefits of using Twitter for proactive customer service, including problem resolution, positive brand image, staff involvement, and cost reduction. It provides examples of how companies are using Twitter for customer service, engaging customers, and building relationships. Metrics for measuring the impact of social media customer service efforts on sales, relationships, and identifying customer needs are also mentioned.
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Proactive Customer Service with Twitter
- 1. Proactive Customer Service www.twitter.com/jamesbreeze
- 2. what’s all the fuss?
- 4. it’s useful !
- 6. use is correlated to someone’s need for social support http://usableworld.com.au/2009/06/13/humans-must-be-social/
- 8. Problem resolution Positive brand image Staff involvement Cost reduction a customer service platform
- 9. Problem resolution Positive brand image Staff involvement Cost reduction a customer service platform + sales :)
- 10. answered call for help!
- 11. loyalty
- 12. Tobii Technology AB Solid position as world leader in eye tracking/eye control! 250 employees Revenue growth of 256% from 2002-2009 Awards : Fastest Growing Tech Company in Sweden The Electronics Company of the Year Winner of Microsoft’s Ingenuity Point Award Offices Sweden, Japan, US, Germany, Australia and Norway.
- 14. educate by doing value ? investment ? priority ? reach ? numbers ? who ?
- 15. quick n easy global targeted why Tweet?
- 16. visible
- 17. brand tracking
- 18. tips
- 19. just tweet!
- 20. say something!
- 22. even if the person changes
- 24. gaining momentum friends of friends staff import your gmail addresses follow:
- 25. ask your friends! and their friends..
- 26. take care!!
- 27. don’t spam!
- 28. it’s not traditional media be authentic! ‘ you are with your customers’
- 29. Twitter tools
- 30. manage
- 31. manage daily retweet (RT) reply @ direct D shorten links
- 32. other ways to manage
- 35. find problems to solve
- 36. service enquiries Fast turnaround Simple questions Quick tweets Build relationships
- 37. Tweet tips! 1. Authenticity before marketing. Have personality. 2. Be nice. Be thankful. Reply and Retweet! 3. Follow everyone who follows you 4. Use “ Favorites ” to feature your most important Tweets! 5. Tweet everyone’s content. 6. Don’t worry about those that “unfollow” you
- 38. measure
- 39. sales leads
- 40. Build relationships! Identify issues and opportunities Source case studies/research findings Promote culture of knowledge sharing Connect Global audience Feature requests Congratulations
- 41. learning
- 42. next?
- 43. kpis responsibilities training job roles integrate
- 44. My BLOG http://usableworld.com.au/2009/02/08/customer-service-with-twitter/ http://usableworld.com.au/2009/06/07/profile-your-twitter-followers / Other BLOGS Customer service with Twitter http://mashable.com/200 9/05/09/twitter-customer-service/ Mashable - 10 Twitter tools http://mashable.com/200 9/06/09/organize-twitter/ Geeks Guide to Promoting yourself with Twitter ** http://en .calameo.com/read/0000000257624143a2b57 Video case study http://www.loiclemeur.com /english/2009/03/how-to-do-customer-service-in-a -twitter-world-and-case-study-robert-scoble.html Companies using Twitter http://econsultancy.com/b log/2954-using-twitter-for-customer-service Twi tter Do’s and Don’ts http://www.mlmprofitsblog.com /2009/05/top-5-tw i tter-dos-and-dont-for-internet.html Twitter and brand management http://www.chromaticsites.com/blog/impressive-twitter-c ustomer-service-brand-management-cases/ links www.tobii.com
Editor's Notes
- Problem resolution: The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning-fast platform that can help sift through and solve problems quickly. If it’s a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer. Positive brand image: Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story. Staff involvement: If the team does not buy into the notion of helping the customer, they are going to provide sub-par assistance. Twitter is not only a more interesting platform than phone or email, but gives staff a better picture of their impact on others. Cost reduction: Customer service via Twitter often takes less time and a lot less money than a dedicated call center. With Twitter, it’s necessary to be short and to the point, which reduces the time needed to solve each problem.
- Problem resolution: The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning-fast platform that can help sift through and solve problems quickly. If it’s a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer. Positive brand image: Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story. Staff involvement: If the team does not buy into the notion of helping the customer, they are going to provide sub-par assistance. Twitter is not only a more interesting platform than phone or email, but gives staff a better picture of their impact on others. Cost reduction: Customer service via Twitter often takes less time and a lot less money than a dedicated call center. With Twitter, it’s necessary to be short and to the point, which reduces the time needed to solve each problem.
- Problem resolution: The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning-fast platform that can help sift through and solve problems quickly. If it’s a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer. Positive brand image: Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story. Staff involvement: If the team does not buy into the notion of helping the customer, they are going to provide sub-par assistance. Twitter is not only a more interesting platform than phone or email, but gives staff a better picture of their impact on others. Cost reduction: Customer service via Twitter often takes less time and a lot less money than a dedicated call center. With Twitter, it’s necessary to be short and to the point, which reduces the time needed to solve each problem.
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process
- My observation My goal My process