Getting started with social media as a service channel has its challenges. Picking the right networks, choosing your "social" agents and getting all departments aligned are just a few. Join HelpSocial as we walk you through what to consider when establishing a social customer care strategy.

1. www.helpsocial.comwww.helpsocial.com
www.helpsocial.com @HelpSocial
Three Steps to Social Media
in the Contact Center
Presented by

2. We were customer service leaders at
Rackspace trying to align social media
with customer experience goals.
We needed a platform that could
handle all the challenges.
HelpSocial connects teams and tools to
make helping customers in social media
easier and more efficient. Matt Wilbanks,
HelpSocial CEO and CoFounder

3. 3
87%
After major issue, will stay
and purchase more if the
response felt quick enough.
95%
Millennials expect brands to
be on social for support
inquiries.
70%
Of ages 45-60 expect
brands to be responsive in
at least 3 social networks.
www.helpsocial.com
Consumers expect social customer service.

4. 4www.helpsocial.com
Social Marketing

5. 5www.helpsocial.com
Social Response

6. 6www.helpsocial.com
Social in the Enterprise
Social is a communication
channel just like the phone or
email.
Organize the channel so each
piece of the business uses it to
support their objectives.

7. 7www.helpsocial.com
Getting Social Media
to the Contact Center.

8. Step 1:
Sharing Responsibilities

9. Step 1: Sharing Responsibilities
• Who Owns Social Media?
• What can the Contact Center do to
make it easier for Marketing?
• Rules of Engagement
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10. Step 2:
Agent Training

11. Step 2: Training
• Building Trust
• Who are your All Star Agents?
• Types of Training
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12. Step 3: Tools and Systems

13. Step 3: Tools
• Choose tools that complement the
work you are already doing
• Bring teams and processes together
• Understand your goals
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14. Recap
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Step 1:
Sharing Responsibilities
Step 2:
Agent Training
Step 3:
Tools and Systems

15. Want to learn more?
Email us at info@helpsocial.com
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