Gwen Woltz's slides from Social Media Club Hawaii's Social Media Boot Camp for HR, Staffing and Recruiting #SMCHI

2. Customer service should play a larger role

3. Great customer service on social media
presents the biggest opportunity for all
facets of your business

4. Why is great customer service important
for recruitment?

5. 73% of 18-34 year olds found there last job through a
social network (source: Aberdeen Group)
By 2020, less than 5 years from now, Generation Y will
make up 50% of the workforce
73% of recruiters said that to compete against other
employers they highlight company culture (source:
Jobvite)

6. Millennials value company culture more
than any other generation

7. Build a social employer brand with
great customer service

8. Put your best fruit forward

9. MUST respond to engagement on profiles
Get to know your community by individuals
Remember your community may not all be your
direct customers, but they are equally as important
Don’t miss out on opportunities to weave your brand
(aka logo) into conversations off your profile
Equal engagement as posting

12. #1: Negative comments
#2: Questions, reviews
#3: Check-ins, posts to page, UGC
#4: Product feedback, opportunity to sell
#5: General feedback (like and move on)
If high volume, prioritize

13. First responder: daily monitoring, engagement, and
conversation, maintain relationships
Customer service specialist: handles the negative,
questions, maintains relationship and facilitates answers to
inquiries with team members outside of social
Team members outside of social: customer service,
guest services, product development, HR, PR, marketing
Project lead: ensures all team members follow protocols
Customer service takes teamwork

15. Explain action items for each kind of inquiry
Include points of contact
Response examples
Keep a record of responses, build a “response
database”
Develop protocols

17. Podio (workspace management platform): create
custom app to feed customer service inquiries
through. Can activate with little to no training for
outside team members
Zen Desk: ticketing system for high volume
Hootsuite, Sprout Social: utilize “task” features
Utilize tracking system

18. Claim profiles
Monitor at a minimum weekly
Aim for 100% response rate
Address the negative, leave on positive note
Use management & reporting tool - Revinate
Review management

19. Keep in touch!
Wahine Media
web: wahinemedia.com
blog: wahinemedia.com/wahineblog
facebook: facebook.com/wahinemedia
twitter: @wahinemedia
Gwen Woltz
Twitter/Instagram: @gjwahine