Social media goes to call center and becomes another customer service tool just like voice, email, etc.

1. SOCIAL
MEDIA Social media – a new
customer service
CALL CENTER channel

2. "If you make customers unhappy in the physical world, they might
each tell 6 friends. If you make customers unhappy on the Internet,
they can each tell 6,000 friends."
-- Jeff Bezos

3. Customers are asking for support on social media
channels

4. Social media is becoming a new trend in
customer service!
What we're seeing is that customers are
turning to social media channels for
customer service, regardless of whether
and where a particular brand is actually
equipped to handle customer service over
social media.
Today's customers choose when and where
they voice their questions, issues, and
complaints.
They don't care if a company is set up to
answer customer questions on Facebook,
or if it has an actual Twitter handle for
customer service.
http://www.damarque.com/blog/gianluigi-cuccureddu/customer-service-through-social-media-diffusing-fast

5. What
customers are
expecting!

6. When customer service issues are not resolved
via social media, they become expensive!

7. Social media influence impacting sentiments on
a wider scale
Negative PR is larger risk now than ever before

8. What you should do – go beyond campaigns!
• Don’t avoid such
conversation – bring them
closer
• Enable visibility to issue
resolution resulting into
customer satisfaction,
positive word of mouth and
decrease contacts on other
touch-points

9. What you need – have a social support plan
Scale up your Conduct
Build SLAs
team ongoing social
(response time, media support
(include your
ACHT) training
call center)
Establish
Create
Create FAQs approval
escalation
templates process
process
(what & how to (before
(if no answer,
answer) response hits
who will help)
the wall)

10. Social media customer service tools
https://www.youtube.com/watch?v=jx3R-v31tHw https://www.youtube.com/watch?v=XErGxMYuF2M

11. THANK YOU!
Vinod Nagar,
Regional Social Media Manager
Nokia - Asia Pacific, Middle East & Africa Operations
Currently, he’s working with Nokia as a regional social media manager for APAC & MEA Regions
based out of Dubai. Previously worked in Ogilvy, Euro RSCG, etc. where he enjoyed working on IBM,
Dell, HP, BSNL and list goes on.
His entrepreneur skills drove him to build the foundation of a digital and social media company in
Dubai as well. He provides digital marketing consultancy to some of media & ad agencies in Dubai.
Some of the brands include Clarins, Levis, Lulu Hypermarket, Thierry Mugler, Azzaro, BITS Pilani,
MBC2, Samsung, Ford, Du, Parachute, Almarai, etc.
You can reach out to me at www.vinodnaagar.com ae.linkedin.com/in/vinodnaagar
www.twitter.com/vinodnaagar (@vinodnaagar)
Email: vinodnaagar@gmail.com