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Emerging Best Practices In Social Customer Services презентация
Содержание
- 2. UK Communication Behaviour
- 3. Brands Are Waking Up
- 4. 216 Advisors globally Standards Are Rising
- 5. Channel Behaviour
- 6. Instagram
- 7. Linkedin
- 8. Mobile Access
- 9. Where Next?
- 10. Putting Social In Context
- 11. Putting Social In Context
- 12. The Rise Of Video
- 13. Customer Effort
- 14. Name Tells Users It’s A Help Service
- 15. Name Tells Users It’s A Help Service
- 16. Name Tells Users It’s A Help Service
- 17. Name Tells Users It’s A Help Service
- 18. Conversational Style
- 19. 1 In Rapport 2 On Brand
- 20. A Culture Of Excellence
- 21. Levels of Responsiveness
- 22. Good Enough?
- 23. Excellent!
- 24. Service Specific Infrastructure
- 25. Advisor Dashboard
- 26. Team Leader Dashboard
- 27. Twitter Facebook P2PCommunity Cross Channel Management Organised Under A System Of Unified Queuing
- 28. Operational Management
- 29. Scheduling Use social analytics to map traffic
- 30. Silo Busting
- 31. StarHub’s Singapore Centre
- 32. Wells Fargo’s Center
- 33. R&D Finance Manufacturing Sales Marketing Distribution Customer Service Customer Hubs Are Strategic
- 34. Command Centre 2.0 Is Coming
- 35. Growth Trends
- 36. Where Does The Time Go?
- 38. Why Does All This Remain Important?
UK Communication Behaviour
Слайд 14Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets
Alternative Support Options Are Stated
Слайд 15Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets
Alternative Support Options Are Stated
Слайд 16Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets
Alternative Support Options Are Stated
Слайд 17Name Tells Users It’s A Help Service
The Provision Of Customer Service
Is Explicitly Mentioned in Bio
Opening Hrs Are Stated
Advisors' Pictures/Names Are Shown
Advisors Sign Their Tweets
Alternative Support Options Are Stated
Слайд 27Twitter
Facebook
P2PCommunity
Cross Channel Management
Organised Under
A System Of
Unified Queuing
Слайд 29Scheduling
Use social analytics to map traffic patterns
Consider the variables
Use what you’re
seeing to project future workload
Factor in social crisis volumes (10-1,000 volumes)
Factor in social crisis volumes (10-1,000 volumes)
Слайд 33R&D
Finance
Manufacturing
Sales
Marketing
Distribution
Customer Service
Customer Hubs Are Strategic
