La atención al cliente a través de las redes sociales, conocida como social customer care, es de suma importancia. Nos permite conocer a nuestros clientes y comunicar de manera excelente. Aprende a utilizar Hootsuite para tu estrategia de social customer care y mejorar tu manera de comunicar.

1. Atención al Cliente con Hootsuite
#HootUpBCN
Billie Sastre
Social Customer Care Evangelist
@BillieSastre
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

2. Billie Sastre
Social Media Strategist,
especializada en Atención al
Cliente en social media.
Embajadora de Hootsuite en
España. Mi misión: ayudar a
mis clientes a desarrollar
estrategias innovadoras
basadas en escuchar a sus
clientes (internos y externos)
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

3. LOS CLIENTES: qué hacen y
cuáles son sus expectativas
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

4. Los clientes de hoy en día esperan
experiencias inmediatas y relevantes por
cualquier canal
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

5. *Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Brian & Company
“Putting Social Media to
Work”

6. si recibimos atención por social media compartimos más
42 Usuarios de social media
53
15 Usuarios regulares
24
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

7. Recupera a tus clientes, incrementa su satisfacción
71%
Provienen de un servicio de
atención al cliente
pobre o desilusionante
quejas en social media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

8. Consigue Brand Advocates
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

9. 90%
consumidores
confía en las
recomendaciones de sus
contactos en
Social Media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

10. 70%
consumidores
confía en las reseñas
escritas de los
medios online
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

11. La atención al cliente es el
nuevo marketing
La comunicación ya no es
unidireccional, es bidireccional.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

12. LAS MARCAS: ¿Cómo se están
enfrentando a este nuevo reto?
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

13. 39%
Marcas en UK
Contesta a las preguntas
que les hacen a través de
Twitter
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

14. 8hrs
Tiempo medio
A las preguntas realizadas
por
Twitter
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

15. 33%
Contact centers
A nivel mundial dispone de
soporte a través de las
Redes sociales
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

16. 50%
durante este año 2014
usuarios usan
Social Media como
medio de
Atención al Cliente
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

17. se predice que para el 2018
teléfono =
Social media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

18. El futuro está basado en experiencias compartidas
Para comunicar
hay que mover el
corazón
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

19. Hootsuite for Social Customer Care
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

20. Monitorizar las conversaciones en social media
Para tener una conversación en
social media debemos aprender a
escuchar y conocer a nuestros
clientes. Hootsuite te ofrece
posibilidades avanzadas para filtrar
conversaciones y esuchar en
profundidad
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

21. *Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

22. Crear columnas específicas para escuchar a tus clientes
ejercicio 1
Crear columnas en hootsuite para la escucha activa
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

23. Colaborar con tu equipo y con otros departamentos
Hootsuite nos permite colaborar
con los miembros de nuestros
equipos y de otros departamentos.
Podemos asignar mensajes, y
saber cuándo un miembro de
nuestro equipo ya ha contestado.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

24. Colaborar con tu equipo y con otros departamentos
Ejercicio 2
Responder mensajes dentro de un equipo y asignar mensajes a un miembro de
nuestra organización
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

25. Las crisis en social media afectan a
todo tipo de marcas. Desde empresas
grandes hasta las más pequeñas.
Aprende a prevenir las crisis.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

26. 1. Formar a tus empleados
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

27. Transparencia – un valor a la alza
• En internet todo lo que publicas
queda grabado, aunque lo
borres
• No puedes culpar a otros de tu
error
• Existen maneras de impedir o
controlar este tipo de
publicaciones
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

28. Transparencia – un valor a la alza
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

29. “With the internet, if you erase
something, it just means you have to
spend another half-minute to find it.”
Gilbert Gottfried
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

30. Debemos tener personal formado y comunicar bien
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

31. 2. Centraliza tus canales de
social media
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

32. *Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
Conforme crece nuestra
empresa, aumenta el
número de redes sociales
en las que estamos
presentes. Debemos de
monitorizar nuestra marca
y gestionar nuestros
perfiles.

33. 3. Protege tus cuentas
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

34. Protege tus cuentas sociales con Hootsuite
• Facilita el acceso sin compartir
tu contraseña a los miembros
de tu equipo.
• Administra a tu equipo conforme
a tus necesidades
• Con la app móvil permite a tu
equipo trabajar desde dónde
sea
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

35. Sistema de aprobación en Hootsuite
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

36. Sistema de aprobación en Hootsuite
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
• Las organizaciones
grandes con muchos
perfiles pueden elegir
cuentas como “seguras”
• Los miembros de la
organización recibirán
un mensaje antes de
que se envíe el
contenido
• Hootsuite Enterprise

37. 4. Prepara tu plan de crisis
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

38. Tu plan de crisis debe contemplar lo siguiente
1 Departamentos de la empresa: legal, RRPP, Comunicación,
Dirección General, etc
2 Los pasos a seguir: el medio por el cuál responderás, los
tiempos posibles de respuesta, etc
3 Los escenarios posibles que pueden detonar tu plan de crisis y
cómo se solventarían
4 Monitoriza: durante la crisis y unos días después de haberla
resuelto.
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.

39. Web
www.billiesastre.com
BLOG HOOTSUITE
APRENDE CON HOOTSUITE
*Please note: this presentation was prepared by a HootSuite Ambassador and therefore the information might not be 100% accurate.
@billiesastre
/billie.sastre
/es.linkedin.com/in/billiesastre
+BillieLouSastreMontiel