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How to integrate social media with customer service, presented by Keith McArthur

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In his Brands-Only Summit presentation, Rogers Communications' Keith McArthur teaches a class on how to integrate social media with customer service.

He shares how to manage a scalable and reliable process to extend customer service to social channels.

Veröffentlicht in: Soziale Medien
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How to integrate social media with customer service, presented by Keith McArthur

  1. 1. How to integrate social media with customer service KEITH MCARTHUR ROGERS COMMUNICATIONS OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014
  2. 2. How to Integrate Social Media with Customer Service Keith McArthur VP, Social Media Rogers Oct. 28, 2014 @keithmcarthur @RogersKeith
  3. 3. Actions Taken Due to Poor Customer Service 4% 9% 15% 13% Complained on social Yelled Lied Cried
  4. 4. Actions Taken Due to Poor Customer Service 4% 9% 15% 13% 34% 30% 46% Talked to supervisor Cancelled Service Dropped the brand Complained via Social Media Yelled Lied Cried
  5. 5. 2) #MindTheHippo *Hippo *Highest Paid Person’s Opinion *ht @setlinger @keithmcarthur #ArgyleCMOTor
  6. 6. Why are you talking to your customers? 1. To improve your customer experience? 2. To lower call centre costs? 3. To improve online reputation 4. To move prospects from consideration to purchase? 5. To get existing customers to buy more? 6. To learn from them about how to improve products and services? @keithmcarthur #ArgyleCMOTor
  7. 7. UNASSISTED ASSISTED @keithmcarthur #brandsonly
  8. 8. 3) #LiveTheBridge @keithmcarthur #ArgyleCMOTor
  9. 9. Bridging: BRAINS!!!!!!!! @keithmcarthur #ArgyleCMOTor
  10. 10. Learn more about past and upcoming events SOCIALMEDIA.ORG/EVENTS OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014

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