Delivering Customer Service Excellence Through Online Channels Presented by: Linda Hazzan Mabel Ho
I school customer service online - 17-07-15
Aug 08, 2015
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- 1. Delivering Customer Service Excellence Through Online Channels Presented by: Linda Hazzan Mabel Ho
- 2. The Evolution of Social Becoming traditional channels for communications and customer service Personal/community interactions and self-publishing Businesses: to engage, promote, establish relationships
- 3. Part of a broad multi-channel engagement and service strategy on Social Promotion & outreach Information & service delivery Customer service Media and public relations Accessibility
- 4. instagram.com/torontolibrary torontolibrary.tumblr.com Connect with Us on Social
- 5. 29,200 26,100 1,873 787,383 video views 11,400 on Social
- 6. Fast & easy content sharing Instant customer feedback Learn about our audiences Relationship-building Increase brand awareness Find new customers and expand audience Benefits of Social
- 7. Customer service standards Provide free and equitable access to high quality customer-driven services in-branch telephone email live chat social media letter mail
- 8. Courteous, competent, and timely service Response time for telephone, letter mail, and email is within 2 business days No official standards for social media support, but
- 9. 7 million + Information Requests in 2014 Channel Information Requests In person 6,243,593 (88%) Telephone 808,258 (11%) Online (+ social media) 40,786 (1%)
- 10. The Evolution of Customer Service on Social Media at TPL
- 11. Initial concerns Voice and brand Public airing and resolution of complaints Risk management Filtering and escalation of questions
- 12. Staff training key Types of questions and comments Monitoring and Responding Risk Management Emergency Communications Protocols
- 13. Common questions & comments
- 14. Common questions & comments
- 15. Common questions & comments
- 16. Common questions & comments
- 17. Monitoring & responding
- 18. Designated staff and processes in place to manage channels Training staff prior to use of channels Enforcing the Librarys Terms of Use Managing risk
- 19. Online and social media key to prompt communications of service interruptions Designated staff, protocol, and guidelines to manage communications Emergency & exception communications
- 20. Customer Satisfaction
- 21. Customer Satisfaction
- 22. Customer Satisfaction
- 23. Thank You Linda Hazzan [email protected] Twitter: @lhazzan Mabel Ho [email protected] Twitter: @mabel_ho
- 24. Case Study
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