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Using social media to deliver customer services

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Jason Dawson
Jason Dawson

Presentation to 2013 ALGIM Customer Services Symposium on the effective use of social media to deliver exceptional customer service.

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 Social media: delivering effective customer service Using social media: Delivering effective #custservice
 Social media: delivering effective customer service Is your customer services on Facebook?
 Social media: delivering effective customer service Is your customer services on Twitter?
 Social media: delivering effective customer service Is your customer services on LinkedIn?
 Social media: delivering effective customer service 3 levels of social media engagement
 Social media: delivering effective customer service passive: monitor situation & obtain information
 Social media: delivering effective customer service active: respond to rumours & answer questions
 Social media: delivering effective customer service engaged: active, passive, plus full interaction on sites
 Social media: delivering effective customer service Stage one: Preparing for social media
 Social media: delivering effective customer service develop your policy
 Social media: delivering effective customer service state when you’ll monitor
 Social media: delivering effective customer service eg. Vodafone NZ We are available 8am to 8pm on Weekdays 10am to 6pm on Weekends
 Social media: delivering effective customer service use real people
 Social media: delivering effective customer service eg. Vodafone NZ
 Social media: delivering effective customer service train to speak human
 Social media: delivering effective customer service eg. Hamilton Ring Road
 Social media: delivering effective customer service promote call channel
 Social media: delivering effective customer service Stage two: Getting on and doing it
 Social media: delivering effective customer service be proactive & helpful
 Social media: delivering effective customer service respond quickly
 Social media: delivering effective customer service free up call centre
 Social media: delivering effective customer service get real, admit mistakes
 Social media: delivering effective customer service use to educate
 Social media: delivering effective customer service acknowledge asap
 Social media: delivering effective customer service have heart & humour
 Social media: delivering effective customer service thank those that help
 Social media: delivering effective customer service encourage sharing
 Social media: delivering effective customer service deal to rumours
 Social media: delivering effective customer service use management tools
 Social media: delivering effective customer service Stage three: Knowing you’re doing it right
 Social media: delivering effective customer service you get thanked, share it
 Social media: delivering effective customer service not followers, queries Cost per transaction: Queries by: - phone - mail - email - social media
 Social media: delivering effective customer service you use the feedback news sites Twitter blogs TradeMe community YouTube Facebook feedback forms topic trends & emerging issues communication & media celebrate customer satisfaction
 Social media: delivering effective customer service More resources: www.algim.org.nz/socialmedia
 Social media: delivering effective customer service what have I learnt?
 Social media: delivering effective customer service Lesson #1: Set clear goals & objectives
 Social media: delivering effective customer service Lesson #2: Keep social media outside approvals
 Social media: delivering effective customer service Lesson #3: Monitor, monitor, respond, monitor
 Social media: delivering effective customer service Lesson #5: Focus your social media channels
 Social media: delivering effective customer service Lesson #5: Have fun along the way
 Social media: delivering effective customer service Jason Dawson General Manager – Customer Relationships 07 838 6507 | 021 912 571 jason.dawson@hcc.govt.nz www.hamilton.co.nz Thanks.

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Using social media to deliver customer services

  • 1.  Social media: delivering effective customer service Using social media: Delivering effective #custservice
  • 2.  Social media: delivering effective customer service Is your customer services on Facebook?
  • 3.  Social media: delivering effective customer service Is your customer services on Twitter?
  • 4.  Social media: delivering effective customer service Is your customer services on LinkedIn?
  • 5.  Social media: delivering effective customer service 3 levels of social media engagement
  • 6.  Social media: delivering effective customer service passive: monitor situation & obtain information
  • 7.  Social media: delivering effective customer service active: respond to rumours & answer questions
  • 8.  Social media: delivering effective customer service engaged: active, passive, plus full interaction on sites
  • 9.  Social media: delivering effective customer service Stage one: Preparing for social media
  • 10.  Social media: delivering effective customer service develop your policy
  • 11.  Social media: delivering effective customer service state when you’ll monitor
  • 12.  Social media: delivering effective customer service eg. Vodafone NZ We are available 8am to 8pm on Weekdays 10am to 6pm on Weekends
  • 13.  Social media: delivering effective customer service use real people
  • 14.  Social media: delivering effective customer service eg. Vodafone NZ
  • 15.  Social media: delivering effective customer service train to speak human
  • 16.  Social media: delivering effective customer service eg. Hamilton Ring Road
  • 17.  Social media: delivering effective customer service promote call channel
  • 18.  Social media: delivering effective customer service Stage two: Getting on and doing it
  • 19.  Social media: delivering effective customer service be proactive & helpful
  • 20.  Social media: delivering effective customer service respond quickly
  • 21.  Social media: delivering effective customer service free up call centre
  • 22.  Social media: delivering effective customer service get real, admit mistakes
  • 23.  Social media: delivering effective customer service use to educate
  • 24.  Social media: delivering effective customer service acknowledge asap
  • 25.  Social media: delivering effective customer service have heart & humour
  • 26.  Social media: delivering effective customer service thank those that help
  • 27.  Social media: delivering effective customer service encourage sharing
  • 28.  Social media: delivering effective customer service deal to rumours
  • 29.  Social media: delivering effective customer service use management tools
  • 30.  Social media: delivering effective customer service Stage three: Knowing you’re doing it right
  • 31.  Social media: delivering effective customer service you get thanked, share it
  • 32.  Social media: delivering effective customer service not followers, queries Cost per transaction: Queries by: - phone - mail - email - social media
  • 33.  Social media: delivering effective customer service you use the feedback news sites Twitter blogs TradeMe community YouTube Facebook feedback forms topic trends & emerging issues communication & media celebrate customer satisfaction
  • 34.  Social media: delivering effective customer service More resources: www.algim.org.nz/socialmedia
  • 35.  Social media: delivering effective customer service what have I learnt?
  • 36.  Social media: delivering effective customer service Lesson #1: Set clear goals & objectives
  • 37.  Social media: delivering effective customer service Lesson #2: Keep social media outside approvals
  • 38.  Social media: delivering effective customer service Lesson #3: Monitor, monitor, respond, monitor
  • 39.  Social media: delivering effective customer service Lesson #5: Focus your social media channels
  • 40.  Social media: delivering effective customer service Lesson #5: Have fun along the way
  • 41.  Social media: delivering effective customer service Jason Dawson General Manager – Customer Relationships 07 838 6507 | 021 912 571 jason.dawson@hcc.govt.nz www.hamilton.co.nz Thanks.