Introduction to Social Media for Customer Service Professionals · · 2018-01-08Introduction to...
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Transcript of Introduction to Social Media for Customer Service Professionals · · 2018-01-08Introduction to...
Introduction to Social Media for
Customer Service Professionals
Simon J. Cook – Practice Manager
Interactive Intelligence, EMEA
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
What will you learn
In just 40 minutes you will be able to
hold your own in the great social
media v customer service debate!
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
What is Social Media?
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Let’s find out…
...the Social Media revolution?
Is Social Media important?
©2010 Interactive Intelligence, Inc.
SOCIAL MEDIA BRANDS
Social Media, which are the most important sites
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Social Media in United Kingdom
• 27.9 million have a profile
– 44.78% of UK population
– 54.27% of online population
– 48% male
– 52% female
• Ages
– 18-34 54%
– 35-54 26%
– 54-64 4%
SOURCE: Facebakers.com
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Social Media in United Kingdom
SOURCE: Facebakers.com
Top Brands on Facebook UK
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Social Media in UK
• Ranked 14th highest traffic site
on Alexa.com
• 1.8m unique visitors per month
• 10 minute average site visit
• “Professionals” network
• B2B usage and networking
• Resumes
• Personal Recommendations
• Customer Service uses?
• Discussion Groups
• Customer/vendor references SOURCE: LinkedIn
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Social Media in UK
• Ranked 11th highest traffic site
on Alexa.com
• 3.8m unique visitors per month
• 12 minute average site visit
• World wide there are 160 Million Twitter Accounts
• 90 million tweets a day
• 1/3 of users make Twitter a daily habit
• 51% of active Twitter users follow companies, brands or
products on social networks
• 53% women; 47% men
SOURCE: Web Marketing Group & Edison research
©2010 Interactive Intelligence, Inc.
NEW FORMS OF COMMUNICATION
Making the connection between Social Media and Customer Service
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Why does this matter to your business?
Social creates new channels of
communication
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Reporting problems about your
products & services
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Reporting problems about your
products & services
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
But also singing your praise
or seeking info
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
But also singing your praise
or seeking info
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
But unlike other channels, this channel
is NOT directed to you
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Like other communication channels
Social Media is just…
Different
–Public
–One-to-many
–Near real-time
–Generally unfiltered
–Open opinions/negative comments
–Brand Loyalty (followers/fans)
Calls
Emails Faxes
Social Media
Video
Chats
SMS
Web Call-back
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
But how can you handle it all?
Contact Center Agent
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Monitoring
If you don’t know about it, you can’t
influence it.
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Social Media Monitoring
And more…
Social media posts
• Issues
• Leads
• Feedback
Social Media Analytics and Integration
Platform
(Persistent Storage)
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Management
Once you know about it, you still
need to effectively manage it.
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Social Media and the Contact Center
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
• Survey your customer base
• Identify the skills and capabilities needed to operationalize
a social media strategy
• Select the appropriate talent and technology to launch the
strategy
• Create a process to “listen” and actively respond to online
conversations
• Track social media progress in driving engagement,
customer service and sales opportunities
• Lather, rinse, repeat…
Best Practices
Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.
Your Customers are talking…about YOU
Are YOU listening?