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!

©2010 Interactive Intelligence, Inc.

SOCIAL MEDIA

What exactly is it?


What is Social Media?


Let’s find out…

...the Social Media revolution?

Is Social Media important?

http://www.callcentrehelper.com/inin-video.html


SOCIAL MEDIA BRANDS

Social Media, which are the most important sites


Social Media in United Kingdom

Facebook

• 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


Social Media in United Kingdom

SOURCE: Facebakers.com

Top Brands on Facebook UK


Social Media in UK

LinkedIn

• 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


Social Media in UK

Twitter

• 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


NEW FORMS OF COMMUNICATION

Making the connection between Social Media and Customer Service


Why does this matter to your business?

Social creates new channels of

communication


Reporting problems about your

products & services


But also singing your praise

or seeking info


But unlike other channels, this channel

is NOT directed to you


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


But how can you handle it all?

Contact Center Agent


Monitoring

If you don’t know about it, you can’t

influence it.


Social Media Monitoring

And more…

Social media posts

• Issues

• Leads

• Feedback

Social Media Analytics and Integration

Platform

(Persistent Storage)


Management

Once you know about it, you still

need to effectively manage it.


Social Media and the Contact Center


DECISION TIME

Now that you are well informed…


• 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


Your Customers are talking…about YOU

Are YOU listening?

Introduction to Social Media for

Customer Service Professionals

Simon J. Cook – Practice Manager

Interactive Intelligence, EMEA

Introduction to Social Media for Customer Service Professionals · · 2018-01-08Introduction to...

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