Download pdf - Social Customer Service: You Know the Why, Here's the How

Training Your Customer Service Team for Social Media

Presented by:Andrey GrigoryevSocial Strategy Director, Conversociallinkedin.com/in/andreygrigoryev

http://www.linkedin.com/in/andreygrigoryev/


Conversocial is a cloud solution that enables businesses to manage social media as a large-scale customer service channel

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Marketing

PR

Consumer Insights

Customer Service?

150+ global customers

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360° Integrated Solution for Social Customer Service

4TRAINING

ACTIVATION

TECHNOLOGY

SUPP

ORT

STRATEGY

Social Customer

Service Integrated

Solution

Agenda‣ Importance of Training

‣ Three Areas of Training

‣ Social Media

‣ Policies & Processes

‣ Social Media Management System (SMMS)

‣ Effective Training Methods

‣ Tips for Successful Deployment

‣Unfamiliar technologies

‣Visibility of actions

‣Team confidence

Importance of Training

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Three areas of training

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Social MediaManagement

System (SMMS)

SocialMedia

Policies & Processes

Social media 101

‣ Overview

‣ Key functionality

‣ Use patterns & statistics

‣ Potential pitfalls

Social Media

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Element' Descrip.on' Example'

@"symbol" All"account"handles"begin"with"the"@"symbol."Including"an"@"men7on"in"your"Tweet"directs"the"Tweet"to"that"account."

@Hertz;"@JohnSmith;"@Starbucks"

Tweet"star7ng"with"an"@men7on""

Customer"is"speaking"directly"to"you."This"appears"on"their"profile"rather"than"being"published"to"their"followers,"and"so"is"specifically"targeted"at"you."

Tweet"containing"an"@men7on""

Customer"is"wri7ng"a"tweet"about"you"to"their"followers’"news"feeds,"but"they"want"you"to"see"it."

Retweet"(RT)" When"someone"sees"something"they"find"interes7ng"and"retweets"it,"they"are"effec7vely"hiLng"‘share’"to"their"followers."This"isn’t"a"new"tweet"(it’s"even"displayed"with"the"original"name"and"picture),"but"is"the"way"in"which"one"tweet"gets"a"whole"new"audience."

Direct"Message"(DM)" Direct"Messages"are"used"to"send"private"messages"to"other"TwiPer"users."Only"users"that"follow"each"other"may"exchange"direct"messages."

N/A"

#"hashtag" Tags"a"tweet"to"a"topic"that"can"be"easily"searched/followed"by"others.""

Social Media

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‣ Overview & mission

‣ Workflows

‣ Tone guide

‣ Crisis procedures

‣ SLAs

‣ KPIs

Social Customer Service Playbook

Social Media Management System (SMMS)

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‣ Functionality

‣ Applied workflows

‣ Power use

‣ Limitations

Effective Training Methods

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Social MediaManagement

System (SMMS)

SocialMedia


Train here

Effective Training Methods

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‣ Social media boot camp

‣ Policies & processes presentation

‣ Review past interactions

‣ Response development exercises

‣ Over-the-shoulder agent shadowing

‣ Engagement simulation workshop

Tips for effective deployment

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‣ Establish approval workflow

‣ Assign agents to single channels

‣ Resource volume-appropriately

‣ Re-train stand-by agents before high-volume periods

‣ Review performance regularly

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Further information:

conversocial.com/resources

Thank youLearn more: conversocial.com

Presented by:Andrey GrigoryevSocial Strategy Director, Conversociallinkedin.com/in/andreygrigoryev

