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How Social Media Changes Customer Service

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Tom Voirol
Tom Voirol

Most social media pundits highlight the marketing and brand building opportunities presented by social media platforms like Facebook, LinkedIn, blogs and Twitter. In this presentation at CeBIT Australia 2009 (Webciety stage) I look at what social media engagement can do for customer service.

TecnologiaNegócios
1 de 38
How Social Media changes Customer Service Tom Voirol http://voirol.com @voirol
Social media engagement strategy
Listen
Listen to blogs
Listen to blogs
Listen to Facebook, MySpace and the web in general
Listen to Twitter traffic
Listen through monitoring services
Use a Dashboard
Get to know your brand – brandtags.net
What do you listen for? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
 
 
 
Respond
Authentic conversations
Offer help but don’t be pushy
Respond in the same medium
 
 
 
Respond from the top
Drive
Set up a customer service blog ,[object Object],[object Object],[object Object],[object Object]
 
 
 
 
 
How do you go about it? ,[object Object],[object Object],[object Object],[object Object],[object Object]
No different from the real world
Authentic voices, empower staff
Social media policy ,[object Object],[object Object],[object Object],[object Object]
Scalability? ,[object Object],[object Object],[object Object]
Any other good examples then? ,[object Object],[object Object],[object Object],[object Object]
One take-away

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