Last month Conversocial was headline sponsor at The Social Media for Customer Service Summit - New York. The summit attracts 150+ attendees who gather each year to discuss the latest best practice for the social media customer service community.
At the event we were lucky enough to be joined by one of our clients, Laura Smith, Senior Director of Customer Service at The Hertz Corporation. Laura presented with representatives from T-Mobile and Walgreens, where they addressed how to break through social noise to identify and prioritize mass communication, ensuring an efficient real time response.
After the summit we asked Laura about her journey and experiences using social media as a customer service tool. This is what she had to say.