Social Customer Service: You Know the Why, Here's the How Customers are increasingly reaching out to brands over social media to resolve service inquiries. To offer the highest level of service, leading brands are bringing social media into their contact centers and enabling live agents to respond directly over social channels. Listen to discover: - Why training matters - Challenges of training for social - The three areas of training - Effective methods of training - Strategies for successful deployment Presented by: Andrey Grigoryev Director of Social Strategy, Conversocial andrey@conversocial.com

1. Training Your Customer Service Team for Social Media
Presented by:
Andrey Grigoryev
Social Strategy Director, Conversocial
linkedin.com/in/andreygrigoryev

2. Conversocial is a cloud solution
that enables businesses to
manage social media as a largescale customer service channel
eting
Mark
mer
usto
C
ice?
Serv
ume
Cons
ights
r Ins
PR
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3. 150+ global customers
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4. 360° Integrated Solution for Social Customer Service
TR
A
LO
G
Y
Social
Customer
Service
Integrated
Solution
ATION
TIV
AC
SUPPO
RT
TRATEGY
S
IN
IN G
EC H
T
O
N
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5. Agenda
‣ Importance of Training
‣ Three Areas of Training
‣ Social Media
‣ Policies & Processes
‣ Social Media Management
System (SMMS)
‣ Effective Training Methods
‣ Tips for Successful Deployment

6. Importance of Training
‣ Unfamiliar technologies
‣ Visibility of actions
‣ Team confidence
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7. Three areas of training
Social
Media
Policies
& Processes
Social Media
Management
System (SMMS)
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8. Social Media
Social media 101
Overview
‣
Key functionality
‣
Descrip.on'
Example'
@"symbol"
All"account"handles"begin"with"the"@"
symbol."Including"an"@"men7on"in"your"
Tweet"directs"the"Tweet"to"that"account."
@Hertz;"@JohnSmith;"@Starbucks"
Tweet"star7ng"with"an"
@men7on""
Customer"is"speaking"directly"to"you."This"
appears"on"their"profile"rather"than"being"
published"to"their"followers,"and"so"is"
specifically"targeted"at"you."
Tweet"containing"an"
@men7on""
Customer"is"wri7ng"a"tweet"about"you"to"
their"followers’"news"feeds,"but"they"want"
you"to"see"it."
Retweet"(RT)"
When"someone"sees"something"they"find"
interes7ng"and"retweets"it,"they"are"
effec7vely"hiLng"‘share’"to"their"
followers."This"isn’t"a"new"tweet"(it’s"even"
displayed"with"the"original"name"and"
picture),"but"is"the"way"in"which"one"
tweet"gets"a"whole"new"audience."
Direct"Message"(DM)"
‣
Element'
Direct"Messages"are"used"to"send"private"
messages"to"other"TwiPer"users."Only"
users"that"follow"each"other"may"
exchange"direct"messages."
#"hashtag"
Tags"a"tweet"to"a"topic"that"can"be"easily"
searched/followed"by"others."
"
Use patterns & statistics
‣
Potential pitfalls
N/A"
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9. Social Media
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10. Policies & Processes
Social Customer Service Playbook
‣
Overview & mission
‣
Workflows
‣
Tone guide
‣
Crisis procedures
‣
SLAs
‣
KPIs
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11. Social Media Management System (SMMS)
‣
Functionality
‣
Applied workflows
‣
Power use
‣
Limitations
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12. Effective Training Methods
Train here
Social
Media
Policies
& Processes
Social Media
Management
System (SMMS)
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13. Effective Training Methods
‣
Social media boot camp
‣
Policies & processes presentation
‣
Review past interactions
‣
Response development exercises
‣
Over-the-shoulder agent shadowing
‣
Engagement simulation workshop
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14. Tips for effective deployment
‣
Establish approval workflow
‣
Assign agents to single channels
‣
Resource volume-appropriately
‣
Re-train stand-by agents before high-volume periods
‣
Review performance regularly
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15. Further information:
conversocial.com/resources
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16. Thank you
Learn more: conversocial.com
Presented by:
Andrey Grigoryev
Social Strategy Director, Conversocial
linkedin.com/in/andreygrigoryev