Conversocial - DDM Alliance Summit Marketing on Facebook
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Customers turn to Facebook as a major customer service channel Facebook.com/conversocial @conversocial Julian Johns VP of EMEA @JJ_Conversocial
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Transcript of Conversocial - DDM Alliance Summit Marketing on Facebook
Customers turn to Facebook as a major customer service channel
Facebook.com/conversocial@conversocial
Julian JohnsVP of EMEA
@JJ_Conversocial
Conversocial is a cloud solution that enables businessesto manage customer service engagement over social media.Powering the evolution of social media into the contact centre
500,000,000+fans and followers served
by our customers
150+ major brand customers in more than 20 countries
has processed over
220,000,000interactions
300,000+ reponses made every month through Conversocial
Featured in:Strategic Preferred Marketing Developer
#SoLoMoSummit
@conversocial
Social Media ‘Blunders’
Preparing for the future
‣ By the year 2020, 95% of all retail banking transactions willbe digital. Allied Irish Bank is preparing for the digital shift bystreamlining and developing its social customer service offering.
Security
Comprehensive safeguardsensure information securityand regulatory compliance.
•Role-based granular permissions•Approval workflow•IP Locking•Searchable archive
Tigo Honduras’ challenge:
• Over 14,000 incoming messages monthly in posts, comments and private messages • Over 9,000 responses required
How Conversocial helps:
•Average First ResponseTime of 23 minutes•95% of messages respondedto in less than 30 minutes
Social customer service at a large scale
Creating conversations
…
Context is king
Steps for success
Social Maturity Scale
Observe
PR &
Marketing
Participate
Marketing &
Social Media
Respond
Cross
Departmental
Engage
Contact
Centre
Optimise
Customer
Engagement
Hub
The key to scaling up your social customer service operationand ensuring efficient communication between departmentsis a playbook outlining how your company delivers social customer service.
A social customer playbook should include:‣Your objectives and mission statement for social customer care‣Roles and responsibilities for every team member‣Example responses to FAQs‣Step by step processes for how to handle customerservice issues
Outline your processes
Average response times demanded on a company’s
Facebook page*
*Conversocial, ‘The definitive guide to Social Customer Service’ (2nd Ed.)
Understand expectations for speed
For maximising efficiency in using Facebook as a customerservice platform:
‣ What if you agent doesn’t know the answer?‣ Speak to your community as a whole ‣ When things fall foul‣ Keep it public‣ The personal touch
Top tips
Thank you.Questions?
Find out more at www.conversocial.com
Telephone us on: +44 (0) 207 045 0970
@conversocial
/conversocial
Customers turn to Facebook as a major customer service channel
Julian JohnsVP of EMEA
@JJ_Conversocial
Facebook.com/conversocial@conversocial
