SLAs on social media

•

6 likes•7,101 views

Service Levels on Social Media are being observed by customer care analysts. Brands can be ranked low and suffer if they don't set up tools and processes to monitor and enforce SLAs.

Technology Business

Copyright Dimelo SA http://www.dimelo.com
SLAs on Social Media
CEMT Vienna 2013

Copyright Dimelo SA http://www.dimelo.com
Still young ?
Stephane LEE
• CEO of Dimelo SocialCRM SW company
Real life : 46 years old
• Blogs : 9 years old
• Linkedin : 9 years old
• Xing : 8 years old
• Facebook : 6 years old
• Twitter : 5 years old
• Google+ : 2 year old
• Pinterest : 1 year old

Copyright Dimelo SA http://www.dimelo.com
Queues are public on social media

Copyright Dimelo SA http://www.dimelo.com
Advertising SLA

Copyright Dimelo SA http://www.dimelo.com
Social Media included in rankings

Copyright Dimelo SA http://www.dimelo.com
Why do customers express their
problems on Social Media ?
SIMPLICITY:
• Because it is more straightforward if social
media channels are already open on their
desktop/mobile
• Digital natives
PRESSURE:
• Because they think the public nature of
social media will put more pressure on
companies to answer their question
ESCALATION:
• Because they tried other channels and it
didn’t work
VENGEANCE:
• Because they felt rebuffed by a previous
company response

Copyright Dimelo SA http://www.dimelo.com
What about expectations ?

Copyright Dimelo SA http://www.dimelo.com
How do others fare ?

Copyright Dimelo SA http://www.dimelo.com
Only response time ?

Copyright Dimelo SA http://www.dimelo.com
KPI funnel
Response Rate
Response Time
CSAT
NPS
Value

Copyright Dimelo SA http://www.dimelo.com
Failed expectations
#complainvertising

Copyright Dimelo SA http://www.dimelo.com
Don’t let others choose the ranking

Copyright Dimelo SA http://www.dimelo.com
Exceeded expectations
WOW but not scalable !

Copyright Dimelo SA http://www.dimelo.com
Don’t forget
The Power of Evil: The Damage of Negative Social Media Strongly Outweigh Positive Contributions Marcel Corstjens INSEAD
It’s all about CONSISTENCY

Copyright Dimelo SA http://www.dimelo.com
Why should you enforce SLAs ?
Because customer expectations are high
Because of the public nature of social media messages
Because your company must consider social media as a valid channel
Because you have the opportunity to do things the right way this time
Because customer service is the new marketing, and it will make a
difference

Copyright Dimelo SA http://www.dimelo.com
Ensuring service levels
1. Define SLAs for selected sources (Twitter, Facebook, etc.)
2. Anticipate volume
3. Plan resources
4. Define workflows
5. Choose the right tool
6. Measure
7. Find improvement points
8. Survey customers
9. Make it better

Copyright Dimelo SA http://www.dimelo.com
Introducing Dimelo SMCC
CELLPHONE
FORMS/
EMAIL
In-App Chat

Copyright Dimelo SA http://www.dimelo.com
SMCC Agent Interface

Copyright Dimelo SA http://www.dimelo.com
SMCC Dashboard

Copyright Dimelo SA http://www.dimelo.com
SMCC Service Level

Copyright Dimelo SA http://www.dimelo.com
You can monitor and commit on
Social Media SLAs NOW !

Copyright Dimelo SA http://www.dimelo.com
Questions ?
s.lee@dimelo.com

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SLAs on social media

1. Copyright Dimelo SA http://www.dimelo.com SLAs on Social Media CEMT Vienna 2013

2. Copyright Dimelo SA http://www.dimelo.com Still young ? Stephane LEE • CEO of Dimelo SocialCRM SW company Real life : 46 years old • Blogs : 9 years old • Linkedin : 9 years old • Xing : 8 years old • Facebook : 6 years old • Twitter : 5 years old • Google+ : 2 year old • Pinterest : 1 year old

3. Copyright Dimelo SA http://www.dimelo.com Queues are public on social media

4. Copyright Dimelo SA http://www.dimelo.com Advertising SLA

5. Copyright Dimelo SA http://www.dimelo.com Social Media included in rankings

6. Copyright Dimelo SA http://www.dimelo.com Why do customers express their problems on Social Media ? SIMPLICITY: • Because it is more straightforward if social media channels are already open on their desktop/mobile • Digital natives PRESSURE: • Because they think the public nature of social media will put more pressure on companies to answer their question ESCALATION: • Because they tried other channels and it didn’t work VENGEANCE: • Because they felt rebuffed by a previous company response

7. Copyright Dimelo SA http://www.dimelo.com What about expectations ?

8. Copyright Dimelo SA http://www.dimelo.com How do others fare ?

9. Copyright Dimelo SA http://www.dimelo.com Only response time ?

10. Copyright Dimelo SA http://www.dimelo.com KPI funnel Response Rate Response Time CSAT NPS Value

11. Copyright Dimelo SA http://www.dimelo.com Failed expectations #complainvertising

12. Copyright Dimelo SA http://www.dimelo.com Don’t let others choose the ranking

13. Copyright Dimelo SA http://www.dimelo.com Exceeded expectations WOW but not scalable !

14. Copyright Dimelo SA http://www.dimelo.com Don’t forget The Power of Evil: The Damage of Negative Social Media Strongly Outweigh Positive Contributions Marcel Corstjens INSEAD It’s all about CONSISTENCY

15. Copyright Dimelo SA http://www.dimelo.com Why should you enforce SLAs ? Because customer expectations are high Because of the public nature of social media messages Because your company must consider social media as a valid channel Because you have the opportunity to do things the right way this time Because customer service is the new marketing, and it will make a difference

16. Copyright Dimelo SA http://www.dimelo.com Ensuring service levels 1. Define SLAs for selected sources (Twitter, Facebook, etc.) 2. Anticipate volume 3. Plan resources 4. Define workflows 5. Choose the right tool 6. Measure 7. Find improvement points 8. Survey customers 9. Make it better

17. Copyright Dimelo SA http://www.dimelo.com Introducing Dimelo SMCC CELLPHONE FORMS/ EMAIL In-App Chat

18. Copyright Dimelo SA http://www.dimelo.com SMCC Agent Interface

19. Copyright Dimelo SA http://www.dimelo.com SMCC Dashboard

20. Copyright Dimelo SA http://www.dimelo.com SMCC Service Level

21. Copyright Dimelo SA http://www.dimelo.com You can monitor and commit on Social Media SLAs NOW !

22. Copyright Dimelo SA http://www.dimelo.com Questions ? s.lee@dimelo.com

SLAs on social media

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