CALL CENTER

Social media – a new

customer service

channel

SOCIAL MEDIA

"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

Customers are asking for support on social media

channels

Social media is becoming a new trend in

customer service!

http://www.damarque.com/blog/gianluigi-cuccureddu/customer-service-through-social-media-diffusing-fast

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.

What

customers are

expecting!

When customer service issues are not resolved

via social media, they become expensive!

Social media influence impacting sentiments on

a wider scale

Negative PR is larger risk now than ever before

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

What you need – have a social support plan

Scale up your team

(include your call center)

Create FAQs templates

(what & how to answer)

Build SLAs

(response time, ACHT)

Establish approval process

(before response hits

the wall)

Conduct ongoing social media support

training

Create escalation

process

(if no answer, who will help)

Social media customer service tools

https://www.youtube.com/watch?v=XErGxMYuF2M https://www.youtube.com/watch?v=jx3R-v31tHw

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