Social Support at Symantec
Building a Foundation for Social Customer Success
@TimLopez, Social Support Manager| Symantec Corporation05.05.2014
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@NortonSupport | @SymantecHelp
Average Response Time: 9 Minutes 6 Seconds ~38,000 Customer Interactions since 2010
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Average Response Time: 9 Minutes 51 Seconds
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Building a Foundation for Social Customer Success
• Determining Channels to Support
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Determining Channels to Support
• Channels where you already have a Social Marketing presence. – Twitter– Facebook– Google Plus– YouTube– Tumblr– Pinterest– Instagram
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Determining Channels to Support
• Wherever your Customers Are (Off-Domain)– Partner and Third Party Sites
• Forums• Blogs• Communities
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Off-Domain List
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Building a Foundation for Social Customer Success
• Determining Channels to Support• Defining Service Level Agreements
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Defining Service Level Agreements
• Internal– Partner with Marketing to Identify Ownership of
Customer Inquiries• Negative Posts or Cases go to Support• Positive Posts go to Marketing
– Make Hand-Off Seamless for Customer
• External– Define Office Hours for Replies– Respond Quickly
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Building a Foundation for Social Customer Success
• Determining Channels to Support• Defining Service Level Agreements• Selecting Team Members
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Selecting Team Members
• What to look for:– Customer Focused– Knowledgeable– Social Network Experience not Required
• How to Find Them: – Social Response Application and Assessment
• 25 Real Customer Tweets– Vague / Rants / Sarcastic / Ironic
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Social Assessment Example
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Ironic Sarcastic
Vague Rant
Selecting Team Members
• Conversation Responses– Is it a Natural Response? – What is the Engagement Level?– Is it Friendly?– Is it Customer Focused?– Is it Intelligent?
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Selecting Team Members
• Interview
• Training– Best Practices– Social Networking– Customer Service
• Falling in love with our Customer• Be their Social Therapist
– Processes and Procedures• Maintain consistency across our Social Support
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Contact Information
Tim Lopez
Social Support Manager
424-750-7440
@NortonSupport / @timlopez
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Thank You
