Telstra will also allow customers to track, in real-time, technicians headed out to calls, and through greater oversight of its field technicians, be able to better plan for appointment availability. The time window for appointments will be much more precise, meaning customers wouldn’t have to take extra time out of their work day in order to be home waiting for a Telstra technician.

Gerd Schenkel, digital head of Australian telco Telstra

Cable companies, take note!

How Telstra plans its digital makeover | ZDNet

Using the right tone with customers is not a ‘set it and forget it’ model.

-Bianca Buckridee, VP social media operations, JP Morgan Chase

Challenges to customer service through social media abound.Teams require continuous coaching and training, for example. A funny response, Buckridee notes, might get many retweets, but reps have to understand that the recipient may not appreciate the humor. It’s a good practice for team members to look at a customer’s Facebook page, timeline or Pinterest board before crafting a response. “We strive to make it look real-time, but we’re really doing a ton of research in the back.”

Despite the challenges, “social care” is a big opportunity. Customers can go to Chase’s Twitter page and actually see the individual they are engaged with. Says Buckridee: “We have customers returning to the channel saying, ‘Hey, let me know when Theo gets in,’ or ‘I want to talk to Danni; she knows exactly where I’m at and what I’m going through.’”

What’s more, Chase has a customer service team that crosses its lines of business. Customers can tweet one handle and get help for a retail account, a credit card, a mortgage, an auto loan, a student loan, investment questions. 

The Ignored Side of Social Media: Customer Service » Knowledge@Wharton


Why are companies hesitant to utilize social media as a customer service channel? For many it is still a bit unclear who should be in charge of social media interactions – marketing, sales, public relations (PR) or contact center? Of course, best practices are still to evolve, but I would say that contact center handles the customer contacts where immediate customer service action is required. In these cases speed is essential and contact center operations are already built to solve customer requests fast. Marketing/PR in turn handles the more generic conversations, but also here it is important to listen and learn from the discussions and not just trying to push the own message. 

(via Social Media as a Customer Service Channel – Listen, Engage, and Learn - Business 2 Community)

Why are companies hesitant to utilize social media as a customer service channel? For many it is still a bit unclear who should be in charge of social media interactions – marketing, sales, public relations (PR) or contact center? Of course, best practices are still to evolve, but I would say that contact center handles the customer contacts where immediate customer service action is required. In these cases speed is essential and contact center operations are already built to solve customer requests fast. Marketing/PR in turn handles the more generic conversations, but also here it is important to listen and learn from the discussions and not just trying to push the own message. 

(via Social Media as a Customer Service Channel – Listen, Engage, and Learn - Business 2 Community)

Brands ignore negative social buzz at their peril.  Only half of companies surveyed by American Express track what customers say about their brand. Now, a growing number of products and services can help monitor more keywords and issues, more accurately track sentiment, spot negative situations earlier in the process and determine who is behind the buzz. Via eMarketer

Brands ignore negative social buzz at their peril.  Only half of companies surveyed by American Express track what customers say about their brand. Now, a growing number of products and services can help monitor more keywords and issues, more accurately track sentiment, spot negative situations earlier in the process and determine who is behind the buzz. Via eMarketer