Social media and customer service - some examples
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Presentation used at a workshop at the Call Centre and Customer Strategy Conference, September 2009. Presents a range of examples of good and bad use of social media in customer service: Zappos, Dell, Virgin Trains, United Airlines.
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Social media and customer service - some examples
- 1. From Twitter to online communities Social media and the impact it has on your customer strategy and the contact centre
- 2. I just want to get home
- 4. Is it just me, or does everybody seem to be talking about Twitter…
- 5. … or Facebook, Flickr, forums and online communities
- 6. But for all this talk there is little revolutionary
- 7. It’s not just about doing old things in new ways. It’s about doing completely new things. Things can get much more exciting
- 8. But let’s take a moment to think about definitions
- 9. So what is social media? Source: McCann Key Social Platforms Photo Sharing Blogging Video Sharing Micro Blogging Podcasts Message Boards Product Reviews RSS Widgets Social Networking
- 10. And why should I care? (Let’s do the maths) 83% + = £££
- 11. Online social networks “ it’s all about me” Online communities “ it’s about us” Social Network or Online Community?
- 12. A hub and spoke approach Your Brand
- 13. So why could this work in a customer service business?
- 14. The role social media can play in customer service May, 2009 “The ROI of Online Customer Service Communities” Forrester report
- 15. And the value of an online customer service community? May, 2009 “The ROI of Online Customer Service Communities” Forrester report
- 16. So how do you do it? How do we achieve this?
- 17. Don’t listen to ‘experts’
- 18. Look for ideas and try things out
- 19. The good, the bad and the ugly
- 20. From $0 to $1bn in eight years. With “no marketing spend”.
- 22. That’s right. They deal with 100,000 people every day through social media
- 23. That’s 365 million interactions every year
- 24. What about in a more traditional industry
- 25. listening correcting taking action informing we’re human educating offers
- 26. Richard uses Twitter to give information, to listen and to interact. And to show that he’s human.
- 27. He also gets other people to do his work for him, spreading the word through their networks.
- 28. d
- 29. What to do when your laptop explodes
- 30. Get your online engagement strategy right
- 31. Dell now make $3m from a single Twitter account
- 32. That’s $50 per year from everybody who follows them
- 33. But what about support?
- 34. One man has saved Dell $1m a year by answering questions about a CD Rom drive…
- 35. When social media is used against you
- 36. Viewed over 6 million times
- 37. With no response from United
- 38. Be good (not bad or ugly)
- 39. But the best thing is just to have a go
- 40. Time to think…what challenges are you facing right now?
- 41. So what have you learnt today?
Hinweis der Redaktion
- 80% of people who use social networks have commented on brands or products online. [ Tamar ] Clearly this provides an opportunity for listening in to conversations and carrying out research based on what people are saying That’s great in some ways… But has limitations … SLIDE
- So before I move on, can I ask which of you has spent time on a social network or a community? Which? Why? ----- We think there is an important distinction to be made … SLIDE
- HT
- HT
- Great as a project – but opportunity much bigger for product / marketing teams
- http://www.flickr.com/photos/margolove/3598539623/