Social partners - How to integrate social media into contact centres

SOCIAL PARTNERS IN CUSTOMER CARE

Vit Horky twitter: @vithorky

How to integrate social media into contact centres

PHONE’S DEAD @vithorky

I'm Vit, I'm 27 and I have a confession to make. And I haven't dialed a phone to talk with a customer service hotline for years. Why? I hate calling...this feeling you have when dialing the 0800 number…and what some robot picks it up.. “Choose one of the nine options….” I HATE CALLING.

Facebook post

I use Facebook instead. Like two weeks ago when I had the most RIDICULOUS experience at a restaurant in Bergamo, Italy. Or reaching out to a hotel management when I can’t access hotel lobby wi-fi. Or two weeks ago when I reached out to 29 UK banks, mobile operators and airlines to find out if they hold their promise of responding to customers on Google+ (Generally, they don’t – only 2 responded, find the full story on www.brandembassy.com). So why am I keeping on trying? Because I found out I'm not the only one with a distaste for calling. In fact, it is so many of us, they we are no longer the ones with a problem, THE COMPANIES not responding to us on social media ARE.

About me www.brandembassy.com

www.futurecareinitiative.com

“A global invite-only community for shaping the future of customer care.”

Vit Horky (@vithorky) 27 years 1 exit 1 bankruptcy 1 lovely wife 0 lovely children 2 home cities, 0 home

JUST POKING HIS WIFE ON FACEBOOK?

@vithorky 40 years ago, when a man picked up a phone you knew what he was doing. He was making a call…

@vithorky

Skype - Phone or social messaging? Facebook - social network or messaging? What's the matter?! Customers expect socially integrated companies, they have higher expectations than businesses provide. Like Bradley, who unwilling to call to Vodafone UK hotline rather go to Twitter to complain. Probably using the very same gadget for doing so. It’s that easy for consumers. Are companies ready for Social Generation?

SOCIAL IS EVERYWHERE

@vithorky

Be a little detectives when going home tonight from work. Look at the displays of all the smart phones and tablets held by hundreds of people at a train platform. Are these people doing the same thing? Making a call? NO. They are interacting with friends as well as companies in so many different ways. Omni-channel communication is here. The differences between communication channels are gone, everything is connected. Social is everywhere.

ANTI-SOCIAL

@vithorky

It wasn‘t so few years ago. Companies between 2006-2011 were mostly still anti-social. People were reaching out to them on their Facebook pages and Twitter channels, but they were not responding. Few of these dynosaurs have prevailed, but their anti-social behaviour (or the companies themselves) will be soon gone.

MARKETING GOES SOCIAL

@vithorky By 2009-2010 in most companies marketing took over the social media responsibility. Social media will be the new selling machine! So who’s going to be in charge of our Facebook, people?

PAULIE @vithorky

PAULIE @vithorky

“Let’s give it to Paulie!” says someone in marketing. “Who the hell is Paulie?!” somebody else replies. “Paulie boy is the marketing’s manager son, he will know what the Facebook thing is for!”

PAULIE @vithorky

But here’s three reasons why Paulie is no longer in 2014 happy with managing social:

1.  The social customer service posts are doubling every year. What took him 2 hours in 2012, will take him 16 hours next year.

2.  Paulie wants to spend evenings and weekends with his girlfriend. But these are the social customer care peak times…

3.  Paulie is de-focused. He is marketing guy. He doesn’t want to be doing customer service….

@vithorky

CLIENT: “Hey call center, from now on, pick up to the SOCIAL PHONE also for us. All right?”

WHAT HAPPENS NEXT:

CONTACT CENTRE: “Yeah sure, it’s pretty much the same thing like always anyway… (plus I get additional $...)”

@vithorky

SO MANY COMPANIES fell into the trap of not properly setting up processes between contact centre and the company to manage social media. The results are usually terrible: hundreds of angry social customers, consumer-led anti-campaigns and public humiliation with disastrous brand reputation loss. You don’t want to go this way…

THE RESULT IS TERRIBLE….

@vithorky

WHAT IT TAKES is to create a partnership between the client and the contact centre when the companies give freedom to the contact centre to act on their behalf on social media and the contact centre sets up a proper recruitment, training and controlling procedures tailor-made to social media customer care. (because social is not really like picking up a phone…

SOCIAL PARTNERSHIP

http://www.boundless.org/ @vithorky

The solution for satisfying customers and building a truly profitable relationships is to create Social partnerships with the contact centres and integrating social media. Now, is it the right time to integrate social in YOUR COMPANY?

Social partners in customer careHow to integrate social media into contact centres

Download the free whitepaper now

http://socialpartners.brandembassy.com

Brand Embassy, Future Care, Bluelink LOGOS Photo: Guy Stephens Main chapters: TITLES Download the free whitepaper now

http://socialpartners. brandembassy.com

Guy Stephens IBM

Learn the why, when and how of integrating social media into contact centres to meet the demands of today's social generation.



@vithorky

Brand Embassy, Future Care, Bluelink LOGOS Photo: Guy Stephens Main chapters: TITLES





These are the restaurant owners from Bergamo… If you will ever see them, tell them they still owe me 5 EUR…


http://socialpartners.brandembassy.com @vithorky

THANK YOU.

@vithorky

Follow me on Twitter: https://twitter.com/vithorky Connect with me on Linkedin: http://uk.linkedin.com/in/vithorky/ Get a free 14-day trial of Brand Embassy: www.brandembassy.com Apply for membership in Future Care Initiative: www.futurecareinitiative.com

Social partners - How to integrate social media into contact centres

Social Media

bluelink logos

integrating

integrate

social media

brand embassy

contact centres

contact centre

customer care