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Presentation to 2013 ALGIM Customer Services Symposium on the effective use of social media to deliver exceptional customer service.
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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 Weekdays10am 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
Twitterblogs
TradeMe community
YouTube Facebookfeedback
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 DawsonGeneral Manager – Customer Relationships
07 838 6507 | 021 912 571
www.hamilton.co.nz
Thanks.
