From Local Village to Global Village
How social media is changing customer service
Hi, I’m Josh
A nation of social shopkeepers
Small communities meant stories spread fast
Post-World War II: automobiles
The first supermarkets
The rise of mass media
Customer service became a cost centre
The internet started to change things
The world is connected, instantly, everywhere
First time, brands have a real social identity
Started as a last resort
Now becoming a primary support channel
Ignore your customers - and lose them
Social crises caused by shared bad experiences
Causes of Social Media Crises (2001-2011)
Customers want help, not redirection
Dedicated social agents
Training in tone of voice
Escalation process
Social agentSpecialist help
(eg store manager)
Team manager
Corporate comms / Social media team
Social media / comms agency
Management
It’s cheaper than dealing with a phone call
Opportunity to create positive brand mentions
conversocial.com/resources
Thank you
Follow me @joshuamarchCheck out www.conversocial.com
