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Great customer service on social media presents the biggest opportunity for all
facets of your business
73% of 18-34 year olds found there last job through a social network (source: Aberdeen Group)
By 2020, less than 5 years from now, Generation Y will make up 50% of the workforce
73% of recruiters said that to compete against other employers they highlight company culture (source:
Jobvite)
MUST respond to engagement on profiles Get to know your community by individuals Remember your community may not all be your direct customers, but they are equally as important Don’t miss out on opportunities to weave your brand (aka logo) into conversations off your profile
Equal engagement as posting
#1: Negative comments #2: Questions, reviews #3: Check-ins, posts to page, UGC #4: Product feedback, opportunity to sell #5: General feedback (like and move on)
If high volume, prioritize
First responder: daily monitoring, engagement, and conversation, maintain relationships Customer service specialist: handles the negative, questions, maintains relationship and facilitates answers to inquiries with team members outside of social Team members outside of social: customer service, guest services, product development, HR, PR, marketing Project lead: ensures all team members follow protocols
Customer service takes teamwork
Explain action items for each kind of inquiry Include points of contact Response examples Keep a record of responses, build a “response database”
Develop protocols
Podio (workspace management platform): create custom app to feed customer service inquiries through. Can activate with little to no training for outside team members Zen Desk: ticketing system for high volume Hootsuite, Sprout Social: utilize “task” features
Utilize tracking system
Claim profiles Monitor at a minimum weekly Aim for 100% response rate Address the negative, leave on positive note Use management & reporting tool - Revinate
Review management
Keepintouch!
Wahine Media web: wahinemedia.comblog: wahinemedia.com/wahineblogfacebook: facebook.com/wahinemediatwitter: @wahinemedia
Gwen Woltz Twitter/Instagram: @gjwahine