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La atención al cliente a través de las redes sociales, conocida como social customer care, es de suma importancia. Nos permite conocer a nuestros clientes y comunicar de manera excelente. Aprende a utilizar Hootsuite para tu estrategia de social customer care y mejorar tu manera de comunicar.
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*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Atención al Cliente con Hootsuite
#HootUpBCN
Social Customer Care Evangelist
@BillieSastre
Billie Sastre
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Social Media Strategist, especializada en Atención al Cliente en social media. Embajadora de Hootsuite en España. Mi misión: ayudar a mis clientes a desarrollar estrategias innovadoras basadas en escuchar a sus clientes (internos y externos)
Billie Sastre
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
LOS CLIENTES: qué hacen y cuáles son sus expectativas
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Los clientes de hoy en día esperan experiencias inmediatas y relevantes por cualquier canal
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Brian & Company“Putting Social Media to Work”
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
42 53
15 24
Usuarios de social media
Usuarios regulares
si recibimos atención por social media compartimos más
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Recupera a tus clientes, incrementa su satisfacción
71%quejas en social media
Provienen de un servicio de atención al cliente
pobre o desilusionante
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Consigue Brand Advocates
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
90%consumidores
confía en las recomendaciones de sus
contactos en Social Media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
70%consumidores
confía en las reseñas escritas de los medios online
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
La atención al cliente es el nuevo marketing
La comunicación ya no es unidireccional, es bidireccional.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
LAS MARCAS: ¿Cómo se están enfrentando a este nuevo reto?
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
39%Marcas en UK
Contesta a las preguntas que les hacen a través
deTwitter
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
8hrsTiempo medio
A las preguntas realizadas por
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
33%Contact centers
A nivel mundial dispone de soporte a través de
lasRedes sociales
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
50%durante este año 2014
usuarios usan Social Media como
medio de Atención al Cliente
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
teléfono
=
se predice que para el 2018
Social media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Para comunicar
hay que mover el
corazón
El futuro está basado en experiencias compartidas
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Hootsuite for Social Customer Care
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Para tener una conversación en social media debemos aprender a escuchar y conocer a nuestros clientes. Hootsuite te ofrece posibilidades avanzadas para filtrar conversaciones y esuchar en profundidad
Monitorizar las conversaciones en social media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Crear columnas específicas para escuchar a tus clientes
ejercicio 1Crear columnas en hootsuite para la escucha activa
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Hootsuite nos permite colaborar con los miembros de nuestros equipos y de otros departamentos. Podemos asignar mensajes, y saber cuándo un miembro de nuestro equipo ya ha contestado.
Colaborar con tu equipo y con otros departamentos
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Ejercicio 2Responder mensajes dentro de un equipo y asignar mensajes a un
miembro de nuestra organización
Colaborar con tu equipo y con otros departamentos
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Las crisis en social media afectan a todo tipo de marcas. Desde empresas grandes hasta las más pequeñas. Aprende a prevenir las crisis.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
1. Formar a tus empleados
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Transparencia – un valor a la alza
• En internet todo lo que publicas queda grabado, aunque lo borres
• No puedes culpar a otros de tu error
• Existen maneras de impedir o controlar este tipo de publicaciones
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Transparencia – un valor a la alza
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
“With the internet, if you erase something, it just means you have to spend another half-minute to find it.”
Gilbert Gottfried
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Debemos tener personal formado y comunicar bien
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
2. Centraliza tus canales de social media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Conforme crece nuestra empresa, aumenta el número de redes sociales en las que estamos presentes. Debemos de monitorizar nuestra marca y gestionar nuestros perfiles.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
3. Protege tus cuentas
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
• Facilita el acceso sin compartir tu contraseña a los miembros de tu equipo.
• Administra a tu equipo conforme a tus necesidades
• Con la app móvil permite a tu equipo trabajar desde dónde sea
Protege tus cuentas sociales con Hootsuite
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Sistema de aprobación en Hootsuite
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Sistema de aprobación en Hootsuite
• Las organizaciones grandes con muchos perfiles pueden elegir cuentas como “seguras”
• Los miembros de la organización recibirán un mensaje antes de que se envíe el contenido
• Hootsuite Enterprise
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
4. Prepara tu plan de crisis
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Tu plan de crisis debe contemplar lo siguiente
1 Departamentos de la empresa: legal, RRPP, Comunicación, Dirección General, etc
2 Los pasos a seguir: el medio por el cuál responderás, los tiempos posibles de respuesta, etc
3 Los escenarios posibles que pueden detonar tu plan de crisis y cómo se solventarían
4 Monitoriza: durante la crisis y unos días después de haberla resuelto.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Web
www.billiesastre.com
BLOG HOOTSUITE
APRENDE CON HOOTSUITE
@billiesastre
/billie.sastre
/es.linkedin.com/in/billiesastre
+BillieLouSastreMontiel
gracias
