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Trusting Your Support Team with Social Media
The document discusses the integration of social media and customer support teams, emphasizing the need for training both teams to identify support requests on Twitter. It outlines strategies for effective communication and the importance of timely customer acknowledgment through social media interactions. Key lessons include providing 24/7 social coverage and ensuring that the support team is informed and involved in social media incident responses.
Trusting Your Support Team with Social Media
- 1. Trusting Your SupportTeam with Social Media PRESENTED BY +
- 2. + Follow me onTwitter: @aviwarner Avi Warner SENIOR CUSTOMER EVANGELIST, ZENDESK Follow me on Twitter: @andrewcaravella Andrew Caravella VP MARKETING, SPROUT SOCIAL
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- 5. Support + Social= Customers get acknowledged quickly Social does double (or triple) duty Public,positive interactions Really great support metrics Super easy (for everyone) You don’t have a choice
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- 8. + Worst Case Social TeamCustomerSupport Team
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- 10. + • Training (bothteams) to ID support tweets. • Handling in Twitter vs. bringing to another channel. • Support gets first crack. • Support helps social during non-US hours.
- 11. + • Built socialinto our red alert process. • Post updates on a schedule. • @ZendeskOps is substantive, @Zendesk retweets and refers. • Support keeps social team informed, scheduled promotions are suspended. • Clear post-incident process.
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- 13. + Have Support helpfill in 24/7 Social coverage. Give Support brand and social training. Triage a customer in Zendesk before replying. Make sure Social and Support share a communication channel. Do
- 14. + Sound like arobot. Try and solve complex issues via social. Tweet back to everyone affected by an incident. Feed the trolls. Make your customers do extra work! Don’t
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- 18. sproutsocial.com Get a free30-day trial.
- 19. zendesk.com Get a free30-day trial.