Trusting Your Support Team with Social Media
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Transcript of Trusting Your Support Team with Social Media
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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