Proactive Customer Service with Twitter

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Information about Proactive Customer Service with Twitter

Published on June 27, 2009

Author: objectivedig



Find your customers that need help! A plain talking overview from the Arkgroup Web 2.0 conference in Perth on 29 June 2009. I discuss the work that I have done with Tobii eye tracking on social media marketing. I specifically look at what Twitter it is, the value it offers, how I used it. Also I look at the outcomes and next steps for Tobii.

*See if you can find all the Twitter birds!!

e iv r t c e a m o o r t P s u ice C rv Se

what’s all the fuss?

2 9 /0 6 /0 9 T w it t e r ’ s e v e ryw h e re !

it’s useful!

and political

use has been correlated to someone’s need for social support

or to keep in touch with distant family and friends

or to find old colleagues and sweethearts ;)

or just to get help..

m e he lp ! ea se p l

calls get answered..

a customer service platform Problem resolution Positive brand image Staff involvement Cost reduction

a customer service platform Problem resolution Positive brand image Staff involvement Cost reduction + sales :)


Case Study

Tobii Technology World leader in eye tracking/eye control 250 employees Huge revenue growth from 2002-2009 Awards: Fastest Growing Tech Company in Sweden The Electronics Company of the Year Winner of Microsoft’s Ingenuity Point Award Offices: Sweden, Japan, US, Germany, Norway and Australia

social media what?

valu educate by e? doing wh o ? ? ers inves mb tmen nu t? ? ch ? ty ea ri r p r io

y ? h r w te quick n easy wit T global targeted

it’s visible

it’s ‘brandable’

track brands

some tips

just tweet!

say something!

who are you?

the Tweeters can change

gain momentum follow: friends of friends staff import your gmail addresses

ask your friends! and their friends

more tips! 1. Authenticity before marketing. Have personality. 2. Be nice. Be thankful. Reply (@) and Retweet (RT) 3. Follow most people who follow you 4. Use “Favorites” to feature your important Tweets! 5. Tweet everyone’s content. 6. Don’t worry about those that “unfollow” you

take care!!

don’t spam!

it’s not traditional media ‘you are ! with your tic e he n customers’ b t a u

Twitter tools

choose a couple


manage daily retweet (RT) reply @ direct D shorten links

track the clicks

other ways to manage

monitor daily h ly n t o m


find problems & solve ‘em!

enquiries Fast turnaround serviced Simple questions Quick tweets Build relationships Refer on


sales leads

Build relationships! Identify issues and opportunities Source case studies/research findings Promote culture of knowledge sharing Connect Global audience Feature requests Congratulations

WIIFM? I’ve learnt stuff about eye tracking too


responsibilities training integrate job roles kpis

links Customer service with Twitter Mashable - 10 Twitter tools Geeks Guide to Promoting yourself with Twitter Video case study Companies using Twitter Twitter Do’s and Don’ts Twitter and brand management

my blogs http://www.twitter/jamesbreeze

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