www.helpsocial.comwww.helpsocial.comwww.helpsocial.com @HelpSocial

Three Steps to Social Media in the Contact Center

Presented by

We were customer service leaders at Rackspace trying to align social media

with customer experience goals.

We needed a platform that could handle all the challenges.

HelpSocial connects teams and tools to make helping customers in social media

easier and more efficient. Matt Wilbanks, HelpSocial CEO and CoFounder

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87%After major issue, will stay and purchase more if the

response felt quick enough.

95%Millennials expect brands to

be on social for support inquiries.

70%Of ages 45-60 expect

brands to be responsive in at least 3 social networks.

www.helpsocial.com

Consumers expect social customer service.

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Social Marketing

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Social Response

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Social in the Enterprise

Social is a communication channel just like the phone or email.

Organize the channel so each piece of the business uses it to support their objectives.

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Getting Social Media to the Contact Center.

Step 1: Sharing Responsibilities

Step 1: Sharing Responsibilities

• Who Owns Social Media?

• What can the Contact Center do to make it easier for Marketing?

• Rules of Engagement

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Step 2: Agent Training

Step 2: Training

• Building Trust

• Who are your All Star Agents?

• Types of Training

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Step 3: Tools and Systems

Step 3: Tools

• Choose tools that complement the work you are already doing

• Bring teams and processes together

• Understand your goals

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Recap

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Step 1: Sharing Responsibilities

Step 2: Agent Training

Step 3: Tools and Systems

Want to learn more?

Email us at info@helpsocial.com

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