raleigh user group social customer service deck (final)
Post on 14-Sep-2014
783 views
DESCRIPTION
TRANSCRIPT
![Page 1: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/1.jpg)
Lee Pisacano, Strategic Account Manager, Service CloudSalesforce.com
Robin Callender, Senior Solution Specialist, Service CloudSalesforce.com
Going Social in the Modern Contact Center
![Page 2: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/2.jpg)
The world’s gone social. What’s stopping your call center?
Blend social with traditional service channels
Start with a social customer service strategy
How do you deliver amazing customer service in the social
world?
![Page 3: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/3.jpg)
Your customers are hereYou invested here
Contact Center
Old Contact Centers Cant Connect with Social Customers
Michael Maoz, Gartner, April 2011
“By 2013, at least 50% of customer service centers will integrate some form of
community/social capabilities as part of the CRM contact center solution”
![Page 4: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/4.jpg)
![Page 5: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/5.jpg)
![Page 6: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/6.jpg)
![Page 7: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/7.jpg)
Even the Best Can End Up In the Gallery of Social Media Casualties
![Page 8: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/8.jpg)
Start with a social customer service strategy
![Page 9: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/9.jpg)
Raise CSAT Generate ROI
Protect brandReduce service costs
Deflect calls
Get new product ideas
Strengthen customer relationships
Join conversations
Increase loyalty
Empower a self-service community
Define Your Goals
![Page 10: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/10.jpg)
Measure Success
higher CSAT
raised NPS# social referrals
more use of public knowledge
# deflected calls
increase in positive sentiment
deflections to social channels
# new product ideas
# twitter followers
lower AHT
increased FCR
![Page 11: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/11.jpg)
1. Start by just listening
2. Define your plan and align across departments
3. Choose product-savvy, social savvy agents. Train them well
4. Respond early to social media issues
5. Be authentic and respectful – this is still customer service
6. Think: what would your mother say? Everything is public now
7. Add a social media policy to your employee handbook
8. Give social agents the right tools (case management, knowledge)
9. Record social interactions to build social customer profile
10.Measure volumes/topics by channel to optimize channel/agent mix
Put Your Social Strategy to the Test
![Page 12: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/12.jpg)
Blend social with traditional service channels
![Page 13: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/13.jpg)
LISTEN
HANDLEMEASURE
First, Recap Today’s Customer Service Process…
(calls)
(the queue)(volume, AHT, FCR)
![Page 14: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/14.jpg)
Provide An Amazing Service Experience On All Channels
LISTEN
HANDLEMEASURECustomer
(social conversations)
(trending topics, influence,
sentiment)
(tweets, posts)
![Page 15: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/15.jpg)
The Social Customer Profile Provides Complete View of the Customer
Social Profile
Contact: Sarah Patel @sarahp
# followersrecent product tweetssocial influencerecent “likes”blog comments
account #service historyrecent casesproducts ownedteam insights
Twitter Handle on Twitter
Twitter Handle on Twitter
sarahpatel@sarahp
![Page 16: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/16.jpg)
Live Agent Web Chat
Customer PortalKnowledge
Social
Search
One Platform
Service Cloud
Manager
Secure Performant Agile
Call Center
Visual Workflow
Entitlements
![Page 17: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/17.jpg)
Source: Comscore, 2010
![Page 18: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/18.jpg)
![Page 19: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/19.jpg)
Improving Key Service Metrics and Improving Brand
First Call ResolutionReduce FCR from 7
days to 24 hours
Build Loyalty
Increased NPS by 45%
Deflect Calls
Handle 10x volume at World Cup 2010
Product InnovationCustomers invent the
Dell Linux Laptop
Differentiated Customer Care
Top 10 Twitter Company
CommunityEngagement
Crowd-source new ideas
![Page 20: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/20.jpg)
DEMONSTRATION
![Page 21: Raleigh user group social customer service deck (final)](https://reader036.vdocuments.us/reader036/viewer/2022081602/541606d88d7f72a26c8b466d/html5/thumbnails/21.jpg)
THANK YOU