Recruiting a Best-in-Class Social Customer Service Team
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Recruiting a best-in-class social customer service team February 19, 2pm GMT/9am EST @conversocial #socialcsagents David Barber Head of Professional Services @DavidBarberUK
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Consumers have increasingly high expectations of the brands they interact with on social media - 71% expect to receive assistance within five minutes of reaching out to a company, and not just within business hours. Brands need to be prepared to meet – and exceed – these expectations around the clock. Forming a specialized team within your contact center will maximize the impact of your customer service offering across social channels. - The key skills to look for when recruiting social customer service agents - A training plan to quickly upskill your team - Tips and tactics for how to empower your team for maximum impact - How to avoid common mistakes and pitfalls
Transcript of Recruiting a Best-in-Class Social Customer Service Team
Recruiting a best-in-class social customer service team February 19, 2pm GMT/9am EST @conversocial #socialcsagents
David Barber Head of Professional Services
@DavidBarberUK
Conversocial’s platform equips brands with the tools they need to cut through the noise, deliver seamless real-time customer service and
drive insight back into the business.
Conversocial powers social customer service
Featured in:
500,000,000+fans and followers served by our customers
150+ major brand customers in more than 20 countries
300,000+ responses made every month through Conversocial
has processed over
60,000,000interactions
facebook.com/pmd
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Key Skills
Whether recruiting internally or externally – key skills to look for include: • Personable
• Ability to assess individual situations
• Eagerness to upskill and diversify
• Good written and verbal skills
• Working under high pressure • Focus on the customer
#socialcsagents
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Training Plan
With a social customer care team training (and maintaining that training) is of the utmost importance • Take social back to basics • Train the team on tools and platforms used • Regularly review content and responses • Discuss successful customer contact cases
• Do this as a team
#socialcsagents
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Empowering Your Team
An empowered team performs better • Value their input
• Listen to the agents and their feedback • Allow the team the autonomy to craft responses and not be restricted
• Share the metrics that they are reviewed on
• Provide feedback on how their performance improves customer satisfaction
• Attend industry contact center forums
#socialcsagents
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Avoiding Common Mistakes and Pitfalls
• Don’t micromanage every aspect of the agent’s role
• Be dynamic with social customer care
• Have a crisis management procedure in place for social
• Do not assume an agent that performs well on email/phone will perform well on social
• Regularly check the quality of responses
• Ensure social customer care is placed within the contact center
• Be aligned with PR and Marketing teams
• Put your customers first!
#socialcsagents
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Putting customers at the heart of social
“The kind of person who will empathise with our customers; someone with warmth, friendliness, humor and passion. But also resilience when things get tough. Credentials are not the most important thing - I would rather take on someone with little experience, but with the right character and an enthusiasm to learn.”
#socialcsagents
Jo Coverley Digital Community Manager
@FGW
Thank you
[email protected] @conversocial #socialcsagents
David Barber Head of Professional Services
@DavidBarberUK
