Using social media to deliver customer services

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Presentation to 2013 ALGIM Customer Services Symposium on the effective use of social media to deliver exceptional customer service.

Empresariales Educación

 Social media: delivering effective customer service
Using social media:
Delivering effective
#custservice

 Social media: delivering effective customer service
Is your customer services on
Facebook?

 Social media: delivering effective customer service
Is your customer services on
Twitter?

 Social media: delivering effective customer service
Is your customer services on
LinkedIn?

 Social media: delivering effective customer service
3 levels of social
media engagement

 Social media: delivering effective customer service
passive:
monitor situation &
obtain information

 Social media: delivering effective customer service
active:
respond to rumours &
answer questions

 Social media: delivering effective customer service
engaged:
active, passive, plus full
interaction on sites

 Social media: delivering effective customer service
Stage one:
Preparing for
social media

 Social media: delivering effective customer service
develop your policy

 Social media: delivering effective customer service
state when you’ll monitor

 Social media: delivering effective customer service
eg. Vodafone NZ
We are available
8am to 8pm on Weekdays
10am to 6pm on Weekends

 Social media: delivering effective customer service
use real people

 Social media: delivering effective customer service
eg. Vodafone NZ

 Social media: delivering effective customer service
train to speak human

 Social media: delivering effective customer service
eg. Hamilton Ring Road

 Social media: delivering effective customer service
promote call channel

 Social media: delivering effective customer service
Stage two:
Getting on and
doing it

 Social media: delivering effective customer service
be proactive & helpful

 Social media: delivering effective customer service
respond quickly

 Social media: delivering effective customer service
free up call centre

 Social media: delivering effective customer service
get real, admit mistakes

 Social media: delivering effective customer service
use to educate

 Social media: delivering effective customer service
acknowledge asap

 Social media: delivering effective customer service
have heart & humour

 Social media: delivering effective customer service
thank those that help

 Social media: delivering effective customer service
encourage sharing

 Social media: delivering effective customer service
deal to rumours

 Social media: delivering effective customer service
use management tools

 Social media: delivering effective customer service
Stage three:
Knowing you’re
doing it right

 Social media: delivering effective customer service
you get thanked, share it

 Social media: delivering effective customer service
not followers, queries
Cost per
transaction:
Queries by:
- phone
- mail
- email
- social media

 Social media: delivering effective customer service
you use the feedback
news sites
Twitter
blogs
TradeMe
community
YouTube Facebook
feedback
forms
topic trends & emerging issues
communication
& media
celebrate
customer satisfaction

 Social media: delivering effective customer service
More resources:
www.algim.org.nz/socialmedia

 Social media: delivering effective customer service
what have I
learnt?

 Social media: delivering effective customer service
Lesson #1:
Set clear goals &
objectives

 Social media: delivering effective customer service
Lesson #2:
Keep social media
outside approvals

 Social media: delivering effective customer service
Lesson #3:
Monitor, monitor,
respond, monitor

 Social media: delivering effective customer service
Lesson #5:
Focus your social
media channels

 Social media: delivering effective customer service
Lesson #5:
Have fun along
the way

 Social media: delivering effective customer service
Jason Dawson
General Manager – Customer Relationships
07 838 6507 | 021 912 571
jason.dawson@hcc.govt.nz
www.hamilton.co.nz
Thanks.

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Using social media to deliver customer services

1.  Social media: delivering effective customer service Using social media: Delivering effective #custservice

2.  Social media: delivering effective customer service Is your customer services on Facebook?

3.  Social media: delivering effective customer service Is your customer services on Twitter?

4.  Social media: delivering effective customer service Is your customer services on LinkedIn?

5.  Social media: delivering effective customer service 3 levels of social media engagement

6.  Social media: delivering effective customer service passive: monitor situation & obtain information

7.  Social media: delivering effective customer service active: respond to rumours & answer questions

8.  Social media: delivering effective customer service engaged: active, passive, plus full interaction on sites

9.  Social media: delivering effective customer service Stage one: Preparing for social media

10.  Social media: delivering effective customer service develop your policy

11.  Social media: delivering effective customer service state when you’ll monitor

12.  Social media: delivering effective customer service eg. Vodafone NZ We are available 8am to 8pm on Weekdays 10am to 6pm on Weekends

13.  Social media: delivering effective customer service use real people

14.  Social media: delivering effective customer service eg. Vodafone NZ

15.  Social media: delivering effective customer service train to speak human

16.  Social media: delivering effective customer service eg. Hamilton Ring Road

17.  Social media: delivering effective customer service promote call channel

18.  Social media: delivering effective customer service Stage two: Getting on and doing it

19.  Social media: delivering effective customer service be proactive & helpful

20.  Social media: delivering effective customer service respond quickly

21.  Social media: delivering effective customer service free up call centre

22.  Social media: delivering effective customer service get real, admit mistakes

23.  Social media: delivering effective customer service use to educate

24.  Social media: delivering effective customer service acknowledge asap

25.  Social media: delivering effective customer service have heart & humour

26.  Social media: delivering effective customer service thank those that help

27.  Social media: delivering effective customer service encourage sharing

28.  Social media: delivering effective customer service deal to rumours

29.  Social media: delivering effective customer service use management tools

30.  Social media: delivering effective customer service Stage three: Knowing you’re doing it right

31.  Social media: delivering effective customer service you get thanked, share it

32.  Social media: delivering effective customer service not followers, queries Cost per transaction: Queries by: - phone - mail - email - social media

33.  Social media: delivering effective customer service you use the feedback news sites Twitter blogs TradeMe community YouTube Facebook feedback forms topic trends & emerging issues communication & media celebrate customer satisfaction

34.  Social media: delivering effective customer service More resources: www.algim.org.nz/socialmedia

35.  Social media: delivering effective customer service what have I learnt?

36.  Social media: delivering effective customer service Lesson #1: Set clear goals & objectives

37.  Social media: delivering effective customer service Lesson #2: Keep social media outside approvals

38.  Social media: delivering effective customer service Lesson #3: Monitor, monitor, respond, monitor

39.  Social media: delivering effective customer service Lesson #5: Focus your social media channels

40.  Social media: delivering effective customer service Lesson #5: Have fun along the way

41.  Social media: delivering effective customer service Jason Dawson General Manager – Customer Relationships 07 838 6507 | 021 912 571 jason.dawson@hcc.govt.nz www.hamilton.co.nz Thanks.

Using social media to deliver customer services

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