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Social Customer Service: You Know the Why, Here's the How Customers are increasingly reaching out to brands over social media to resolve service inquiries. To offer the highest level of service, leading brands are bringing social media into their contact centers and enabling live agents to respond directly over social channels. Listen to discover: - Why training matters - Challenges of training for social - The three areas of training - Effective methods of training - Strategies for successful deployment Presented by: Andrey Grigoryev Director of Social Strategy, Conversocial [email protected]
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Training Your Customer Service Team for Social Media
Presented by:Andrey GrigoryevSocial Strategy Director, Conversociallinkedin.com/in/andreygrigoryev
Conversocial is a cloud solution that enables businesses to manage social media as a large-scale customer service channel
2
Marketing
PR
Consumer Insights
Customer Service?
150+ global customers
3
360° Integrated Solution for Social Customer Service
4TRAINING
ACTIVATION
TECHNOLOGY
SUPP
ORT
STRATEGY
Social Customer
Service Integrated
Solution
Agenda‣ Importance of Training
‣ Three Areas of Training
‣ Social Media
‣ Policies & Processes
‣ Social Media Management System (SMMS)
‣ Effective Training Methods
‣ Tips for Successful Deployment
‣Unfamiliar technologies
‣Visibility of actions
‣Team confidence
Importance of Training
6
Three areas of training
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Social MediaManagement
System (SMMS)
SocialMedia
Policies & Processes
Social media 101
‣ Overview
‣ Key functionality
‣ Use patterns & statistics
‣ Potential pitfalls
Social Media
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Element' Descrip.on' Example'
@"symbol" All"account"handles"begin"with"the"@"symbol."Including"an"@"men7on"in"your"Tweet"directs"the"Tweet"to"that"account."
@Hertz;"@JohnSmith;"@Starbucks"
Tweet"star7ng"with"an"@men7on""
Customer"is"speaking"directly"to"you."This"appears"on"their"profile"rather"than"being"published"to"their"followers,"and"so"is"specifically"targeted"at"you."
Tweet"containing"an"@men7on""
Customer"is"wri7ng"a"tweet"about"you"to"their"followers’"news"feeds,"but"they"want"you"to"see"it."
Retweet"(RT)" When"someone"sees"something"they"find"interes7ng"and"retweets"it,"they"are"effec7vely"hiLng"‘share’"to"their"followers."This"isn’t"a"new"tweet"(it’s"even"displayed"with"the"original"name"and"picture),"but"is"the"way"in"which"one"tweet"gets"a"whole"new"audience."
Direct"Message"(DM)" Direct"Messages"are"used"to"send"private"messages"to"other"TwiPer"users."Only"users"that"follow"each"other"may"exchange"direct"messages."
N/A"
#"hashtag" Tags"a"tweet"to"a"topic"that"can"be"easily"searched/followed"by"others.""
Social Media
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Policies & Processes
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‣ Overview & mission
‣ Workflows
‣ Tone guide
‣ Crisis procedures
‣ SLAs
‣ KPIs
Social Customer Service Playbook
Social Media Management System (SMMS)
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‣ Functionality
‣ Applied workflows
‣ Power use
‣ Limitations
Effective Training Methods
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Social MediaManagement
System (SMMS)
SocialMedia
Policies & Processes
Train here
Effective Training Methods
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‣ Social media boot camp
‣ Policies & processes presentation
‣ Review past interactions
‣ Response development exercises
‣ Over-the-shoulder agent shadowing
‣ Engagement simulation workshop
Tips for effective deployment
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‣ Establish approval workflow
‣ Assign agents to single channels
‣ Resource volume-appropriately
‣ Re-train stand-by agents before high-volume periods
‣ Review performance regularly
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Further information:
conversocial.com/resources
Thank youLearn more: conversocial.com
Presented by:Andrey GrigoryevSocial Strategy Director, Conversociallinkedin.com/in/andreygrigoryev
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