from local village to global village: how social is changing customer service
DESCRIPTION
Conversocial CEO Joshua March's presentation at the Dublin Web Summit on 17th October 2012. The presentation focuses on how social media is changing the face of traditional customer service methods.TRANSCRIPT
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From Local Village to Global Village
How social media is changing customer service
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Hi, I’m Josh
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A nation of social shopkeepers
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Small communities meant stories spread fast
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Post-World War II: automobiles
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The first supermarkets
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The rise of mass media
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Customer service became a cost centre
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The internet started to change things
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The world is connected, instantly, everywhere
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First time, brands have a real social identity
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Started as a last resort
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Now becoming a primary support channel
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Ignore your customers - and lose them
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Social crises caused by shared bad experiences
Causes of Social Media Crises (2001-2011)
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Customers want help, not redirection
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Dedicated social agents
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Training in tone of voice
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Escalation process
Social agentSpecialist help
(eg store manager)
Team manager
Corporate comms / Social media team
Social media / comms agency
Management
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It’s cheaper than dealing with a phone call
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Opportunity to create positive brand mentions
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conversocial.com/resources
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Thank you
Follow me @joshuamarchCheck out www.conversocial.com