CUSTOMER SUPPORT & SOCIAL MEDIA

If you are not in the Social networks you do not exist at all - is that really truth?

CREATE BACKUPS!

EEC-NET GOALS

• Educating consumers on their rights

• Solving actual problems

• Research projects between countries

EDUCATING

MEDIA TYPES

• Owned – website, newsletter (offline – venues, outdoor-facing media, brochures)

• Paid – Google ads, Facebook ads, banners (offline – print, TV, radio, cinema, outdoor ads)

• Earned – social media (offline – PR)

SOCIAL MEDIA

Earned Paid

ORGANIC REACH (FB)

2013 2014 2015 2016

EDGERANK

IT'S ABOUT MONEY

0

2500

5000

7500

10000

20 000 Likes 10 EUR

AND VISUALS

http://primeinfographics.com/65-of-all-people-are-visual-learners/

35%

65%

Visual LearnersAuditory & Kinesthetic Learners

DATA VISUALIZATION TOOLS

• PowerPoint

• Excel

PAID REACH

• Travellers (expats, planning to travel, frequent travellers, currently travelling, using travel apps)

• People who have used FB payments platform

OTHER CHANNELS

• Newsletters

• Blogs (bloggers)

• E-commerce websites

CUSTOMER SUPPORT

MONITORING

• Direct inquiries

• Keyword monitoring

DIRECT INQUIRIES (PUBLIC)

• General inquiries on EU policies

• Overall topics on customer rights

DIRECT INQUIRIES (PRIVATE)

• Specific problems that shouldn't be made public in respect to customer's private data

• Should be moved to more private channels - email, phone or direct messages

SOCIAL MEDIA NOTIFICATIONS

• Two kinds - ones that require action and the ones that don't

• Like, retweet, favourite - no action required

• Comment, reply, share, message - action required

• Turn off all the notifications that doesn't require actions (both in email & apps)

NEGATIVE SENTIMENT

• General practices in your area of residence

• Is there a real problem?

• Can you add any value?

• Acting in acceptable manners, thinking about outcome (bigger picture)

CRISIS• Apologies and information - as far as it doesn't create

another crisis

• Open and regular communication throughout it to keep everyone updated - unknowns create room for speculations and rumors

• Longer posts on website when possible and after the crisis to cover all of the most important questions

OTHER OPTIONS

• Video

• Slideshare

• Apps

KEY TAKEAWAYS

• Don't bet on (free) social media in long-term

• Bring your visuals

• Organize the channels for minimum effort

YOUR QUESTIONS• Ongoing presence and dedication - how?

• Social media in larger networks

• Is it only front door or something more

• How to manage complaints

• How to get more followers

STOPmaris@riddle.lv