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Copy of Social Customer Service

Published on Sep 12, 2016

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MORE DECKS TO EXPLORE

PRESENTATION OUTLINE

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Social Customer Service

 Dialing Into SocialPR
Photo by Peter Ras
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@LisaBuyer

3.

Social Media

The new 1-800 Number
Photo by reynermedia
4.

PR Wishlist?

  • Huffington Post
  • BuzzFeed
  • Forbes
  • Business Insider
  • Celebrity Tweets - Cher
  • Fox News
  • Celebrity Tweets - Cher
Photo by KellyB.
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What Brand Would NOT Want It?

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Only Problem

It's all negative 
Photo by zubrow
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Google Page One

Search Results from Influential Media
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Credibility?

Photo by Leo Reynolds
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3.2 M Followers

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PR Damage Control

Social Customer Service Connection
Photo by @notnixon
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Listening

Photo by Philippe Put
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Track Brand Mentions

Photo by practicalowl
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Be Real

Photo by miamism
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Set Up Infrastructures

Photo by elod beregszaszi
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Deal With It ASAP

Don't Put Negative Feedback on Hold
Photo by Evil Erin
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Stay in Platform

Photo by hjl
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Respect Privacy

Photo by Yu. Samoilov
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Speedy Response Times

Photo by x-ray delta one
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Random Acts of Kindness

Photo by JD Hancock
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Complaints

Lemons Into Lemonade
Photo by JenWaller
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Influential Brand Mentions

Journalist, Blogger, Celebrity Mentions
Photo by David.R.Carroll
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Social Synergy

Team
Photo by ejmc
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The Truth Hurts

Or Not? 
Photo by Hammonton Photography
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Yelp Example

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Mindful Messaging

Photo by kaje_yomama
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Tools

Photo by Kaptain Kobold
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Paid Tools

  • Lithium
  • Radian6
  • Brandwatch
  • Spredfast
  • Conversocial
  • Freshdesk
Photo by Steve Snodgrass
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Free Tools

  • Mention w/Feedly
  • HootSuite w/Talkwater
  • Twitter Notifications
  • Google Alerts
  • Talkwalker Alerts
Photo by {AndreaRenee}
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Outliers

Up and Coming
Photo by shonk
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Snapchat and Customer Service

Yes, Brands Are Using It
Photo by tedmurphy
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Scooters4Less

Local Business Catering to College Students
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Instagram for Customer Service

It's Happening and Growing
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The button makes it a smoother process for customers to get in touch by making sure everything is in one place and they don’t have to venture out of Instagram.

Photo by funadium
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No Bots.
Make sure a live person is on the other end responding.

Photo by Seattle Municipal Archives
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Takeways

  • Build Trust First
  • Listen and Moniter
  • Be Real, Be On
  • Checks and Balances
  • No Heads in the Sand
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Takeaways

  • Platforms and People
  • Prioritize Tools
  • Turn Complaints into Content
  • Pay Attention to Outliers
  • Team Work Makes the Dream Work
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@LisaBuyer

#SocialPRSecrets Author
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DigitalDetoxSecrets.Com

A Social Media Cleanse
Photo by Syntopia

Lisa Buyer

Haiku Deck Pro User
thebuyergroup.com