Persoonlijke hulp voor 150.000 verschillende producten in meer dan 100 landen @PhilipsCare - Jeroen...

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Transcript of Persoonlijke hulp voor 150.000 verschillende producten in meer dan 100 landen @PhilipsCare - Jeroen...

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Persoonlijke hulp voor 150.000 verschillende producten in meer dan 100 landenJeroen Marttin (@jeroentj)Social Media Care Operations Manager

03-12-2015: Social Service Congres

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#Waarom doet Philips aan Social Care

#It works well - but doesn't last [-reviewer Scratch21 op onze Australische website]

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#Wie doet bij Philips aan Social Care

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ArgentinaAustraliaIndiaBangladeshBelarusBeneluxBoliviaBrazilChinaColombiaCroatiaDACHEcuadorEgyptEl SalvadorFranceHong KongNew ZealandHungaryIberiaIndonesiaIsraelItalyJapanJordanKenyaKoreaLibyaMalaysiaMaldivesMaltaMexicoNepalNigerNigeriaNordicsOmanPakistanParaguayPeruPhilippinesPolandRomaniaSerbiaSeychellesSingaporeSouth AfricaTaiwanThailandTrinidad & TobagoTunisiaTurkeyUKIUkraineUAEUSACanadaVietnam

#Wat doet Philips aan Social Care

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#Succes?

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#People: Excellent language skills Communications background Empathy Creativity Validated by Twitter testTraining: Involve all stakeholders who will work with team Focus on real cases practice & where to find information Brand AmbassadorsManagement: Continuous check on quality & process Speak the language(s) natively People management include absence, back-up Rewards/incentives Process: Apply defined social care processes For any local site, define process including tool, KPIs and reporting Escalation path including key contactsTool: Radian6 set-up & training Bazaarvoice Other local tools if needed Include escalation process for tool issuesReporting: Define KPIs and reporting frequency Who runs the report (i.e. not agent or team lead) Sharing20

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