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Reaching people where they are Using Social Media for Customer Service

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Page 1: Social media for OASFAA

Reaching people where they are

Using Social Media for Customer Service

Page 2: Social media for OASFAA

Why we do itSocial media serves as

the new “commons.” People use it as their megaphone.

They are our customers

Two primary demographics- students and parents- are active on social media

Page 3: Social media for OASFAA

Financial Aid Niche

Parents and students

Major investment

Confusion

Different expectations

Page 4: Social media for OASFAA

What can Social Media do for you?

Provide information

Respond to questions

Page 5: Social media for OASFAA

Proactive vs. Reactive

Both

Conversation

Big ears, big eyes, small mouth

Availability is key

Page 6: Social media for OASFAA

But wait!

I don’t…Have timeHave budgetKnow where to startWant to mess up

Page 7: Social media for OASFAA

Tools- Facebook (Pages)

Page 8: Social media for OASFAA

Tools- Facebook (Pages)

Page 9: Social media for OASFAA

Facebook- Monitoring

Page 10: Social media for OASFAA

Facebook- Monitoring

Page 11: Social media for OASFAA

Twitter

Page 12: Social media for OASFAA

Twitter- Monitoring

Page 13: Social media for OASFAA

Blogs

Page 14: Social media for OASFAA

formspring.me

Page 15: Social media for OASFAA

formspring.me

Page 16: Social media for OASFAA

Tumblr.com

Page 17: Social media for OASFAA

Tumblr.com

Page 18: Social media for OASFAA

Questions?


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