Give your audience a better experience online. If your customer service strategy is solely to provide an email address and phone number to call during office hours, you're probably not doing enough. You can do better.
Most colleges only see marketing opportunities when establishing a presence in social media. Little do they know that customer service IS a huge marketing opportunity and encourages positive word-of-mouth reviews from their communities.
In this session, learn how to provide a 24/7 online service center for your audience by utilizing social media monitoring, live chat functionality, and other online tools that allow users to assist each other. Build a culture around customer service and you'll see an immediate boost in audience satisfaction.
Whitefield CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
Customer Service & Social Media: You Can Do Better
1. YOU CAN DO BETTER
Customer Service and Social Media
Monday, October 24, 2011
2. Nice to meet you!
Mike Petroff
Emerson College
Web and Enrollment Technology Manager
Boston, MA
#SOC1
@mikepetroff #heweb11
Monday, October 24, 2011
3. Nice to meet you!
Mike Petroff
Emerson College
Web and Enrollment Technology Manager
Boston, MA
#SOC1
@mikepetroff #heweb11
Monday, October 24, 2011
4. “Well done is better
than well said.”
-‐
Benjamin
Franklin
Monday, October 24, 2011
5. “Well done is better
than well said.”
-‐
Benjamin
Franklin
Monday, October 24, 2011
26. Set up Listening
Stations
•Admissions •I.T.
•Financial Aid •Athletics
•Marketing •Crisis Comm
•Academics •Public Safety
•Alumni •Housing
Monday, October 24, 2011
59. Build A Social
Knowledgebase
Use staff and students to create a
shared space for answers
Example: http://
sunyoswego.wikispot.org/
Monday, October 24, 2011
60. Build A Social
Knowledgebase Think Bricks
Use staff and students to create a
shared space for answers
Example: http://
sunyoswego.wikispot.org/
Not Buildings
Monday, October 24, 2011