five steps to getting started with social media in …...4. talk to marketing 5. engage references:...
TRANSCRIPT
Mathew Varghese
Five Steps to Getting Started with Social Media in the Contact Center
Senior Advisor – Customer Care Solutions
Office of the CTO – Asia Pacific Collaboration Team
2© 2010 Cisco Systems, Inc. All rights reserved.
Social Media is the Next Wave
0
10,000,000
20,000,000
30,000,000
40,000,000
50,000,000
60,000,000
70,000,000
80,000,000
90,000,000
100,000,000
2003 2004 2005 2006 2007 2008 2009 2010
More than 55 Million Facebook
status updates daily
The average user spends more than
55 minutes per day on Facebook
Over 3.5 Billion pieces of
content shared weekly
20 hours of video is uploaded to
YouTube every minute
LinkedIn registers a new
member almost every second
In Feb 2009 alone, Twitter
grew over 1300 percent
3© 2010 Cisco Systems, Inc. All rights reserved.
Social Media Customer Care not “just another channel”
4© 2010 Cisco Systems, Inc. All rights reserved.
It’s a change in direction
5© 2010 Cisco Systems, Inc. All rights reserved.
How Customer Care Works Today
Dial
Wait
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialPresentation_ID 6
….and with Social Media
7
Join the Conversation
8
Social Media customer care is a new approach
9
Learn
Adapt
10
Step 1. Read Your Corporate Policy
11
Step 2. Search (Listen)
12
13
14
15
Step 3. Open AccountsLearn the Etiquette
16
Step 4. Talk to Marketing
17
Step 5. Engage
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialPresentation_ID 18
Five steps to getting started with social media in the contact center
1. Read Your Company Policy
2. Search (Listen)
3. Open Accounts. Learn Etiquette
4. Talk to Marketing
5. Engage
References:
Google “Five Steps to getting started with Social Media in the Contact Center” to find Cisco Community site
Email [email protected] or tweet @matt_varghese
Customer Collaboration