from local village to global village: how social is changing customer service
DESCRIPTION
Conversocial CEO Joshua March's presentation at the Dublin Web Summit on 17th October 2012. The presentation focuses on how social media is changing the face of traditional customer service methods.TRANSCRIPT
From Local Village to Global Village
How social media is changing customer service
Hi, I’m Josh
A nation of social shopkeepers
Small communities meant stories spread fast
Post-World War II: automobiles
The first supermarkets
The rise of mass media
Customer service became a cost centre
The internet started to change things
The world is connected, instantly, everywhere
First time, brands have a real social identity
Started as a last resort
Now becoming a primary support channel
Ignore your customers - and lose them
Social crises caused by shared bad experiences
Causes of Social Media Crises (2001-2011)
Customers want help, not redirection
Dedicated social agents
Training in tone of voice
Escalation process
Social agentSpecialist help
(eg store manager)
Team manager
Corporate comms / Social media team
Social media / comms agency
Management
It’s cheaper than dealing with a phone call
Opportunity to create positive brand mentions
conversocial.com/resources
Thank you
Follow me @joshuamarchCheck out www.conversocial.com