Training Your Customer Service Team for Social Media
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Transcript of Training Your Customer Service Team for Social Media
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
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Marketing
PR
Consumer Insights
Customer Service?
150+ global customers
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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
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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