Trusting Your Support Team with Social Media

PRESENTED BY

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Follow me on Twitter: @aviwarner

Avi Warner SENIOR CUSTOMER EVANGELIST, ZENDESK

Follow me on Twitter: @andrewcaravella

Andrew Caravella VP MARKETING, SPROUT SOCIAL

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SAN FRANCISCO

LONDON

COPENHAGEN

MELBOURNE

DUBLIN

TOKYO

SAO PAULO

MADISON

MANILA

SINGAPORE

Support + Social =Customers get acknowledged quickly

Social does double (or triple) duty

Public, positive interactions

Really great support metrics

Super easy (for everyone)

You don’t have a choice

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The Tough Stuff

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Two teams

Two products

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Worst Case

Social TeamCustomer Support Team

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@zendesk

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• Training (both teams) to ID support tweets.

• Handling in Twitter vs. bringing to another channel.

• Support gets first crack.

• Support helps social during non-US hours.

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• Built social into our red alert process.

• Post updates on a schedule.

• @ZendeskOps is substantive, @Zendesk retweetsand refers.

• Support keeps social team informed, scheduled promotions are suspended.

• Clear post-incident process.

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Lessons Learned

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Have Support help fill in 24/7 Social coverage.

Give Support brand and social training.

Triage a customer in Zendesk before replying.

Make sure Social and Support share a communication channel.

Do

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Sound like a robot.

Try and solve complex issues via social.

Tweet back to everyone affected by an incident.

Feed the trolls.

Make your customers do extra work!

Don’t

YAY TEAMWORK!

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Q&A

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Thanks!

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