Webinar: Social Customer Service - The Next Chapter
Time: 10:00am – 11:00am
Today, Social media channels are the ‘go-to’ choice for many customers seeking answers to common questions, those grappling with a problem and those who are making a complaint! McKinsey & Co reported that today 30% of people go as far as preferring social media to picking up the phone in communicating with a brand and over 60% believe that social media gives them a stronger voice in making a complaint.
In this webinar we take a look at how brands, organisations and businesses are responding to the challenge of managing the explosive growth of social customer care, support and complaint handling. In Social Customer Service - The Next Chapter we debate what the future holds for customer service teams and how social media can be used to drive the holy grail of customer service - customer satisfaction.
We are joined by Abi Buck, Social Media Manager for Arriva UK Bus who will share a very unique insight into the lessons that can be learnt from a fast moving, large scale customer contact environment. Supported by Head of Client Services George Kolokythas, who will discuss how brands are evolving their social media response to build brand advocates and generate peer-to-peer support. The session will be chaired by Michelle Leavesley (Marketing Director of CrowdControlHQ).
During the webinar we will cover key topics of social media customer service including:
- The growth of social media customer service
- The risks of ignoring your customers
- Fundamentals of good social media customer service
- Key challenges when managing customer service on social media
- Best practice tips & tricks
- Q & A
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About our speakers
Abi Buck - Social Media Manager for Arriva UK Bus with over 9 years’ experience in a broad based marketing roles for retail, FMCG and FTSE 100 companies.
George Kolokythas - Head of Client Services for CrowdControlHQ.