Customer service should play a larger role

Great customer service on social media presents the biggest opportunity for all

facets of your business

Why is great customer service important for recruitment?

73% of 18-34 year olds found there last job through a social network (source: Aberdeen Group)

By 2020, less than 5 years from now, Generation Y will make up 50% of the workforce

73% of recruiters said that to compete against other employers they highlight company culture (source:

Jobvite)

Millennials value company culture more than any other generation

Build a social employer brand with great customer service

Put your best fruit forward

MUST respond to engagement on profiles Get to know your community by individuals Remember your community may not all be your direct customers, but they are equally as important Don’t miss out on opportunities to weave your brand (aka logo) into conversations off your profile

Equal engagement as posting

#1: Negative comments #2: Questions, reviews #3: Check-ins, posts to page, UGC #4: Product feedback, opportunity to sell #5: General feedback (like and move on)

If high volume, prioritize

First responder: daily monitoring, engagement, and conversation, maintain relationships Customer service specialist: handles the negative, questions, maintains relationship and facilitates answers to inquiries with team members outside of social Team members outside of social: customer service, guest services, product development, HR, PR, marketing Project lead: ensures all team members follow protocols

Customer service takes teamwork

Explain action items for each kind of inquiry Include points of contact Response examples Keep a record of responses, build a “response database”

Develop protocols

Podio (workspace management platform): create custom app to feed customer service inquiries through. Can activate with little to no training for outside team members Zen Desk: ticketing system for high volume Hootsuite, Sprout Social: utilize “task” features

Utilize tracking system

Claim profiles Monitor at a minimum weekly Aim for 100% response rate Address the negative, leave on positive note Use management & reporting tool - Revinate

Review management

Keepintouch!

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Gwen Woltz Twitter/Instagram: @gjwahine