socap symp11 singley mackie
DESCRIPTION
Why Customer Service Should Be In Social Media and How To StartTRANSCRIPT
Why Customer Service Should Be In Social Media
and How To Get Started
Matt Singley (@mattsingley)
Chief Engagement Officer
Singley + Mackie (@singleymackie)
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
So Who Is This Matt Singley Character?
• CEO of singley + mackie
• singleymackie.com
• twitter.com/singleymackie
• facebook.com/singleymackie
• Social Media strategy and execution for some amazing companies
• Lover of life, hater of PowerPoint
• Father of Four
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
• Moving Through The
Ecosystem
• Growth in social media is attained
through acquisition-centric programs and
contests, as well as “social peer
pressure”. As friends and online
influencers discuss brands, their peers
and followers are more likely to join the
communities over a purely organic “search
and like” approach.
• One-to-one and one-to-many
conversations must happen with channel-
appropriate tone and frequency so as to
keep the consumer feelings engaged and
appreciated.
• Only after trust has developed between
the consumer and the brand can they be
converted to consider purchasing goods
or services.
• Increase size of marketable base
Growth
•Create1:1 conversations with
customers Engagement
• Inform and education consumer, drive to purchase
Conversion
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Why Should
Customer
Service Even
Care About
Social Media?
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Who Should “Own” Social Media?
PR
• Press Releases
• Brand Reputation
• Crisis Management
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Who Should “Own” Social Media?
Marketing
• Online/Offline Offers
• Coupons and Deals
• Amplification of New
Products and Offers
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Who Should “Own” Social Media?
Customer
Care
• Product Help
• Complaint Line
• Escalation
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Who Should “Own” Social Media?
PR
Customer
Care
Marketing
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Who Should “Own” Social Media?
PR
(Growth)
Customer
Care
(Engagement)
Marketing
(Conversion)
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Who Should “Own” Social Media?
PR
(Growth)
Customer
Care
(Engagement)
Marketing
(Conversion)
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Case Studies
© SOCAP International 2011.
Questions?
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@mattsingley
with hashtag
#symp11
Case Studies: Xbox & Zune Support
• http://twitter.com/xboxsupport
• http://twitter.com/zunesupport
• Guinness Book of World Records for most
engaged brand!
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Case Studies: Caesars Entertainment (WOMMA)
This is no good…
© SOCAP International 2011.
Questions?
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@mattsingley
with hashtag
#symp11
Case Studies: Caesars Entertainment (WOMMA)
Much better!
© SOCAP International 2011.
Questions?
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@mattsingley
with hashtag
#symp11
Case Studies: Caesars Entertainment (CES)
© SOCAP International 2011.
Questions?
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@mattsingley
with hashtag
#symp11
Case Studies: Caesars Entertainment (CES)
Be Proactive!
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
How To Start
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Increase Your Chances of Success in Social
• Get buyoff from Legal, PR and Marketing
• Create a separate Twitter channel for support
• Provide back channel access to your customer care team for those
on the front line
• Publish an FAQ/Customer Care tab on your Facebook Page
• Staff appropriately
• Search for mentions of your name (both @ and regular), as well as
mentions of your products
• Be timely
• Take negative sentiment offline when possible
• Be a real person!
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Increase Your Chances of Success in Social
http://bit.ly/engagemoderate
© SOCAP International 2011.
Questions?
Send a tweet to
@mattsingley
with hashtag
#symp11
Thank You!