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How to integrate social media with customer service SONNY GILL U.S. CELLULAR DECEMBER 9–11, 2013 ORLANDO SOCIALMEDIA.OR...
How to Integrate Social Media with Customer Service Sonny Gill | @sonnygill Contains U.S. Cellular® confidential informa...
The Starting Line 2 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper ...
Where do I start? Know where you want to go • Before you start, understand… – Your business – Your social communities – Y...
Finding Your Team 4 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper ...
Who do I involve? Integration is key • Biz unit identified, but now what? – It’s not all about social • Think people + lo...
Measure It 6 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authori...
What do I measure? Know what you want to accomplish • Customer service + social metrics – Determine • What’s important to...
Tools 8 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorizatio...
What about the technology? Remember where you’re going • Which tool do I go with? – No single tool is a jack-of-all-trade...
Thank You! Sonny Gill | @sonnygill sandeep.gill@uscellular.com 10 Contains U.S. Cellular® confidential information. No...
Learn more about past and upcoming events SOCIALMEDIA.ORG/EVENTS DECEMBER 9–11, 2013 ORLANDO SOCIALMEDIA.ORG/SUMMIT
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How to integrate social media with customer service, presented by Sonny Gill

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In his presentation, U.S. Cellular's Social Media Manager, Sonny Gill, teaches a class on how to manage a scalable and reliable process to extend customer service to social channels.

He shares how having a correctly-trained team and updated tools are key to maintaining a successful customer service program.

Published in: Marketing, Business, Education
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How to integrate social media with customer service, presented by Sonny Gill

  1. 1. How to integrate social media with customer service SONNY GILL U.S. CELLULAR DECEMBER 9–11, 2013 ORLANDO SOCIALMEDIA.ORG/SUMMIT
  2. 2. How to Integrate Social Media with Customer Service Sonny Gill | @sonnygill Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  3. 3. The Starting Line 2 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  4. 4. Where do I start? Know where you want to go • Before you start, understand… – Your business – Your social communities – Your customers • What are they asking for? – Know what they need! • What did we learn? – The obvious: our customers wanted help in social • Realized social is faster than phone/email – Program lives in our call center – Customers have technical/account related ?s 3 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  5. 5. Finding Your Team 4 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  6. 6. Who do I involve? Integration is key • Biz unit identified, but now what? – It’s not all about social • Think people + logistics Manager – Operational requirements Coach • Forecasting – Scale • Build a team! – – – – Staffing models Hours of operation Hiring process Scheduling Social Media Managers • Coaching Examples of future channels 5 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  7. 7. Measure It 6 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  8. 8. What do I measure? Know what you want to accomplish • Customer service + social metrics – Determine • What’s important to both teams • Who manages reporting • Individual and team performance • • • • SLA (Service Level Agreement) Average handling time # social issues routed # social issues resolved • Framework = complete – Now, the technology… 7 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  9. 9. Tools 8 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  10. 10. What about the technology? Remember where you’re going • Which tool do I go with? – No single tool is a jack-of-all-trades • Every tool has strengths and weaknesses • Understand what’s most important to you – – – – Reporting dashboards Workflow for team structure Macros/automated routing Stream view • Visualize competing tools’ capabilities – Training • Customized for social service team – Company voice, social tone, expectations, tool ins/outs • Periodic refreshes to keep team/program up to speed 9 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  11. 11. Thank You! Sonny Gill | @sonnygill sandeep.gill@uscellular.com 10 Contains U.S. Cellular® confidential information. Not for external use or disclosure without proper authorization.
  12. 12. Learn more about past and upcoming events SOCIALMEDIA.ORG/EVENTS DECEMBER 9–11, 2013 ORLANDO SOCIALMEDIA.ORG/SUMMIT

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