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Audi UK has always embraced social as a service channel. Choosing to resolve customer issues in the channel of their customer's choice, Audi takes this one step further and proactively reaches out to customers who are experiencing problems but did not directly mention the brand.

But, how do Audi UK excel at proactive social customer service? And how do you build a social service strategy that excels? We sat down with Emma Page at Audi UK to hear her perspective.

Read on for the transcript, or watch the video below. 

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: How Audi Has Embraced Social As A Primary Care Channel

By Nathan Barker
Aug 1, 2016 5:25:52 AM
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The following post is from Mick Saunders, the Digital Services Success Manager at First Utility, a UK electricity and gas supplier supplying thousands of homes across the UK.First Utility uses Conversocial to workflow their Facebook and Twitter channels as a brand. Mick has a background in working within the Contact Centre environment. Mick and his team have recently been polled as number 1 for Twitter customer service out of the whole UK utilities industry.

The customer is truly at the heart of our ethos. As a supplier of gas and electricity to hundreds of thousands of homes across the UK, we take absolute pride in delivering the best customer experience, not least on our social channels.

Post

First Utility outperforms industry and ranks number 1 at Twitter customer service in the UK

By Lauren Stewart
May 3, 2016 3:14:00 AM
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Following a report by Engagement Labs we are proud to announce that our customer, Alaska Airlines, has been ranked first place out of the top 10 US airlines for delivering customer service over Twitter, with a respectable second place on Instagramand fourth place on  Facebook.

With 150 planes forming its fleet, Alaska Airlines has always had innovation in its product DNA. Alaska Air was the first to develop satellite guidance, a navigation technique that has transformed landing at Alaska’s tricky airports. That innovation has found its way into their social customer service channels, with the release of a report by Engagement Labs showing that Alaska Air is leading the way with customer connections over social channels and demonstrating best practices for airlines.

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Alaska Airlines Ranks as #1 US Airline for Social Customer Service on Twitter

By Lauren Stewart
Apr 27, 2016 8:38:00 AM
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Travelex, the global foreign exchange company and Conversocial customer, operates in two very different industry verticals, with two very different approaches needed. One being travel, where in-the-moment social service is a must. The other finance, where staying within the remits of the law is paramount. One lends itself to fast response times, the other slower more scripted responses. The end goal remains the same however, a social first approach to serving the social customer.

But, how do you manage these two differing playing fields? And how do you build a social service strategy that excels? We sat down with Sabrina Rodriguez, Global Social Media Manager at Travelex to hear her perspective on their recent Supercard campaign.

Video

Customer Spotlight: How Travelex Serves their World Traveler Friends

By Harry Rollason
Feb 8, 2016 11:32:03 AM
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We sat with Jess at GWR to get the lowdown on how a brand can implement Messenger into their social plan, what it can means for your consumers and how Conversocial can help to support getting Messenger live.

GWR is one of the UK's largest and most complex rail networks, carrying 1.5 million passengers every week on 9,000 services, and calling at 276 stations. GWR is the only UK rail company to operate High Speed Inter-city, commuter, regional and sleeper services

Implementing Messenger is crucial, especially now with the Christmas peak travel rush just around the corner. Here’s what Jess had to say.

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How GWR implemented Facebook Messenger into their Social Strategy

By Jess Smith - GWR
Dec 24, 2015 11:00:00 AM
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Tesco is a giant. Not only is it the biggest supermarket chain in the UK (with over 7,800 stores worldwide), it is also one of the biggest retailers in the world.  Being the third largest retailer by profits and the second largest by revenue makes Tesco’s operations mammoth.

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Jingle Bells, Tesco Rocks, Social’s Here to Stay - Tesco’s Social #CustServ #SocialFirst

By Luke Duffy
Dec 22, 2015 9:38:03 AM
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Liz O’Brien, Social Customer Service Lead at Pret A Manger, talks us through how Pret handled customer conversations on their busiest day of the year.

Some said it was the most anticipated day of the sandwich year, with over 13,000 people adding the date to their diaries. The return of Pret’s Christmas Lunch sandwich.

Now firstly, if you haven’t tried it then where have you been?

This year at Pret, we really wanted to amp up the excitement through our social channels, especially seeing as our customers have been tweeting about it since May! 

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The Return of Pret’s Christmas Sandwich

By Liz O'Brien
Dec 1, 2015 11:52:54 AM
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Today is officially Black Friday, the busiest shopping day of the year. Giving is a key part of the holiday season and an interesting new class of folks who give their expertise has arisen in the social sphere. Just recently, Google quietly introduced an innovative program called Help On Social, which leverages the knowledge of its Top Contributor program to provide support for Google consumers.

Essentially these Top Contributors are providing the first peer-to-peer support model on Twitter. Using #gHelp to identify questions related to Google products, consumers can now Tweet and their questions will be directed to the appropriate expert versed in Gmail, Chrome, Nexus, YouTube, etc. to provide an answer.

Post

Tis the Season for Help On Social

By Kristin Shevis
Nov 27, 2015 9:00:00 AM
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