Customer Service in Social Media

• 1. Engagement Matters Social Customer ServiceWednesday, 16 January 13

2. What we do... Social and Online Advertising Consultancy - Digital Intelligence Big Top Social Marketing So!ware Bespoke Engagement Applications Mobile MarketingWednesday, 16 January 13 3. our future students arealready connected to someone at our collegeWednesday, 16 January 13 4. theres a difference betweenbroadcasting and engagingWednesday, 16 January 13 5. find your score - EducationEngagementIndex.comWednesday, 16 January 13 6. social customer service1 in 5 16 - 24 year olds use social media as primary customer service over any other methodWednesday, 16 January 13 7. planning for crisis management / customer servicedefine what is a crisisgrade the dierent types - annoyance through to criticalcreate scenarios to solve the issue - what would you normally do to avoid waking the Principle up at 3am?Rehearse and involve all members of the relevant divisions, across all parts of the College to contribute to ideas andwhat now scenarios.Consider how this is eected with the seasonal changeAggregate common questions into sections and create the relevant responsesAdopt the right media for the right message. In the scenario planning then work out the correct medium forresponse (is Facebook always the right place?).When planning your response and the medium. Think of all of the responses to your response... (anyone rememberNick Cleggs sorry spoof)Put a team in place with contingency plans for holidays, illnessMonitor the brand, check what is being said before it escalatesEverything can be used - even G4S London 2012Containment is key - use an updatable FAQ app...Wednesday, 16 January 13 8. Moderation Privacy settings Multiple administrators Scheduling posts Profanity lists Competition listsWednesday, 16 January 13 9. Wednesday, 16 January 13 10. Wednesday, 16 January 13 11. data is your friend review reach,growth andconversionWednesday, 16 January 13 12. Data is KingBe AvailableBe Personable [email protected], 16 January 13 13. Thank youAny Questions?Ben Billingt: 01273 734 640d: 01273 783 847m: 07796 265 920e: [email protected]@netnativesWednesday, 16 January 13