In his Brands-Only Summit presentation, Rogers Communications' Keith McArthur teaches a class on how to integrate social media with customer service. He shares how to manage a scalable and reliable process to extend customer service to social channels.

1. How to integrate social media
with customer service
KEITH MCARTHUR
ROGERS
COMMUNICATIONS
OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014

2. How to Integrate Social Media with
Customer Service
Keith McArthur
VP, Social Media
Rogers
Oct. 28, 2014
@keithmcarthur
@RogersKeith

4. Actions Taken Due to Poor Customer Service
4%
9%
15%
13%
Complained on social
Yelled
Lied
Cried

6. Actions Taken Due to Poor Customer Service
4%
9%
15%
13%
34%
30%
46%
Talked to supervisor
Cancelled Service
Dropped the brand
Complained via Social Media
Yelled
Lied
Cried

8. 2) #MindTheHippo
*Hippo
*Highest Paid Person’s Opinion
*ht @setlinger
@keithmcarthur #ArgyleCMOTor

9. Why are you talking to your customers?
1. To improve your customer experience?
2. To lower call centre costs?
3. To improve online reputation
4. To move prospects from consideration to
purchase?
5. To get existing customers to buy more?
6. To learn from them about how to improve
products and services?
@keithmcarthur #ArgyleCMOTor

12. UNASSISTED ASSISTED
@keithmcarthur #brandsonly

13. 3) #LiveTheBridge
@keithmcarthur #ArgyleCMOTor

14. Bridging: BRAINS!!!!!!!!
@keithmcarthur #ArgyleCMOTor

17. Learn more about past and
upcoming events
SOCIALMEDIA.ORG/EVENTS
OCTOBER 2729, 2014 ORLANDO SOCIALMEDIA.ORG/SUMMIT2014