social vikings - our customer care via social media
DESCRIPTION
Viking Roxanne gave a presentation about our take on customer care via Social Media @ Startit KBC.TRANSCRIPT
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Social VikingsCustomer Care via sociale media
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Hoi!Ik ben Roxanne, en ik ben een Mobile Viking.
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°2009
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Of die aanpak werkt?
● Van 7 naar 56 collega’s
● Van 3983 Vikings in 2009 naar 200.000 Vikings in 2014
● 26.300 volgers op Twitter
● 48.026 likes op Facebook
● Van 1 HD’er naar 15 HD’ers
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Customer Care op z’n Vikings
senior
HD
HD
HD
HDHD
HD
HD
senior
HD
HD
HD
senior
HD
HD
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200.000 Vikings = ?
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Calls
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Mails
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Sociale media
Welke sociale netwerken kies je?
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Sociale media
Verschil in aanpak?
● Facebook PM
● Facebook Wall
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Sociale media
Hoe zet je mensen in?
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Sociale media
Voordelen shifts:
● 1 persoon fulltime = 40 uur
● 15 mensen in shifts = 92 uur
● Kwaliteit consistent
● Kennis verspreid
● Verschillende invalshoeken
● Persoonlijke vibe: *RC, *AL, *IS, ...
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Sociale media
Welke input kan je verwachten?
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