How can customer service teams maintain their skills and confidence on social media?

We help the award winning communications team at Hyde Housing bolster their confidence and improve their processes for responding to complaints received on social media. 

We develop a series of workshops in which we simulate an escalating crisis scenario, during which teams must assess, plan and create responses. We help the teams monitor and triage the comments they discover and create visual content for their response, including graphics and video. We also work with them to plan a formal response process based on their most common questions and complaints, and identify key hand-off points between teams and functions within the organisation.

Identify gaps in social customer service

This workshop helps reveal gaps in existing processes and improve understanding of social media. Our subsequent development program leads to a better, more direct approach to managing customers on social media, including tackling established complaints and high profile stakeholders. 

Our work also helps address gaps and overlaps between responsibilities of channel owners and a new, shared process for escalating and managing issues online.