SLAs on social media

Copyright Dimelo SA http://www.dimelo.com

SLAs on Social Media

CEMT Vienna 2013

Still young ?

Stephane LEE

• CEO of Dimelo SocialCRM SW company

Real life : 46 years old

• Blogs : 9 years old

• Linkedin : 9 years old

• Xing : 8 years old

• Facebook : 6 years old

• Twitter : 5 years old

• Google+ : 2 year old

• Pinterest : 1 year old

Queues are public on social media

Advertising SLA

Social Media included in rankings

Why do customers express their problems on Social Media ?

SIMPLICITY:

• Because it is more straightforward if social media channels are already open on their desktop/mobile

• Digital natives

PRESSURE:

• Because they think the public nature of social media will put more pressure on companies to answer their question

ESCALATION:

• Because they tried other channels and it didn’t work

VENGEANCE:

• Because they felt rebuffed by a previous company response

What about expectations ?

How do others fare ?

Only response time ?

KPI funnel

Response Rate

Response Time

Failed expectations

#complainvertising

Don’t let others choose the ranking

Exceeded expectations

WOW but not scalable !

Don’t forget

The Power of Evil: The Damage of Negative Social Media Strongly Outweigh Positive Contributions Marcel Corstjens INSEAD

It’s all about CONSISTENCY

Why should you enforce SLAs ?

Because customer expectations are high

Because of the public nature of social media messages

Because your company must consider social media as a valid channel

Because you have the opportunity to do things the right way this time

Because customer service is the new marketing, and it will make a difference

Ensuring service levels

1. De!ne SLAs for selected sources (Twitter, Facebook, etc.)

2. Anticipate volume

3. Plan resources

4. De!ne work"ows

5. Choose the right tool

6. Measure

7. Find improvement points

8. Survey customers

9. Make it better

Introducing Dimelo SMCC

CELLPHONE

FORMS/EMAIL

In-App Chat

SMCC Agent Interface

SMCC Dashboard

SMCC Service Level

You can monitor and commit on Social Media SLAs NOW !

Questions ?

s.lee@dimelo.com

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