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Social Media Week Recap: Exploring “The Social Engagement Hub”

By Anna Drennan on Feb 21, 2013 6:01:00 PM

With our all-star panel of speakers, we joined Social Media Week in New York to host a discussion on Re-imagining The Contact Center As A Critical Marketing Tool

“Customer service is changing, it's moving from something that was designed to minimalize the amount of time and cost to deal with customer, to something that is becoming an essential part of a company’s brand.” – Joshua March, Conversocial

Conversocial CEO Joshua, spoke alongside Ogilvy’s Evan Shumeyko, GoDaddy’s Alon Waisman, Nokia's Sean Valderas and Edelman Digital’s Michael Brito. Our panel discussed how and why marketing departments and contacts centers need to evolve and restructure to deliver the best experience over social channels.

We had a great turn out, with a very lively and interactive audience – both in New York, across the livestream and on Twitter.

Our panelists shared their expertise and experiences in social customer service, and how proactive customer service will revolutionize the contact centre of the future. Here, we share with you some big#smwcustserv ideas. 

  • Social media teams and agents are more important to a brand now than ever before. They are the people upholding brand promises, publicly responsible of turning public attractors into advocates and managing and preventing social crisis – becoming a fundamental part of any company’s brand.
  • Social customer service drives repeat sales, customer loyalty and decreases calls to the contact center, but it also create advocacy – a valuable necessity for any company and brand.
  • Proactive customer service allows your company to break your customer’s expectations by doing something unexpected, in turn, yielding strong reactions. Find the people who aren’t yet talking to you and give them an answer – this is where you will find the biggest benefits of social customer service.
  • Take your customers’ feedback and use it to solve millions of other customers problems. Solve negative experiences and turn it into a positive, in turn enabling them to become an advocate.

“The social engagement hub - An opportunity for brands to engage in real time conversation that have high relevance because these are customers – future prospects – who have contacted you…conversations which we can leverage to engage again to create a customer centric brand” – Sean Valderas

If you want to learn more about the future of the contact center as a critical marketing tool, you can watch the full recording here.

A massive thank you to our great speakers for their input into The Social Engagement Hub, and all our guests for making this a successful and engaging event.

The conversation is still ongoing, if you have any questions feel free to leave a comment below or tweet us @conversocial or #SMWcustserv.

Topics: Customer Service, Best Practices

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