Trusting Your Support Team with Social Media
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A presentation with tips for nicely sharing social between your social media and support teams, including an inside look at how Zendesk customer advocates handle social tickets.
Trusting Your Support Team with Social Media
- 1. Trusting Your Support Team with Social Media PRESENTED BY +
- 2. + Follow me on Twitter: @aviwarner Avi Warner SENIOR CUSTOMER EVANGELIST, ZENDESK Follow me on Twitter: @andrewcaravella Andrew Caravella VP MARKETING, SPROUT SOCIAL
- 3. +
- 5. Support + Social = Customers get acknowledged quickly Social does double (or triple) duty Public,positive interactions Really great support metrics Super easy (for everyone) You dont have a choice
- 8. + Worst Case Social TeamCustomer Support Team
- 9. + @zendesk
- 10. + Training (both teams) to ID support tweets. Handling in Twitter vs. bringing to another channel. Support gets first crack. Support helps social during non-US hours.
- 11. + Built social into our red alert process. Post updates on a schedule. @ZendeskOps is substantive, @Zendesk retweets and refers. Support keeps social team informed, scheduled promotions are suspended. Clear post-incident process.
- 13. + Have Support help fill in 24/7 Social coverage. Give Support brand and social training. Triage a customer in Zendesk before replying. Make sure Social and Support share a communication channel. Do
- 14. + Sound like a robot. Try and solve complex issues via social. Tweet back to everyone affected by an incident. Feed the trolls. Make your customers do extra work! Dont
- 15. YAY TEAMWORK!
- 16. + Q&A
- 17. + Thanks!
- 18. sproutsocial.com Get a free 30-day trial.
- 19. zendesk.com Get a free 30-day trial.