How to Use Social Media for Customer Service

19 Dec

Social networks allow consumers to sing praise or vent frustrations to an audience of hundreds, or even thousands, with the click of a button. This is both a threat and an opportunity for large organizations.

The first step in developing Social Customer Services is to develop a listening programme. But this raises a lot of questions: How can you filter out the conversations that really matter to your organization? How should you route this data to the right people? And how should you track issues to ensure they have been resolved?

This free webinar will bring together leading experts to discuss how to develop an effective social media monitoring programme for customer service.

Topics will include:
  • The value of social media monitoring for Customer Service
  • How to create a Customer Service listening programme
  • How to filter out the conversations that matter
  • Facilitating effective customer engagement
  • Setting up the right team (with the right skills)
  • Case studies and best practice
Event Partners
Brandwatch is one of the world’s leading tools for monitoring and analysing social media. Launched in August 2007 and now in version 6, Brandwatch is used by brands and agencies around the world to monitor, capture and analyse social media conversations.
Our Social Times runs high value social media marketing conferences and courses in the UK, US and Europe. Founded by Luke Brynley-Jones, one of the UK’s leading social media consultants and bloggers, the company is a respected centre of social media expertise. Read more on our popular social media marketing blog.
Speakers
Gareth Ham Head of Insights,
Brandwatch
Gareth has worked in various forms of media monitoring and analysis for more than five years, providing bespoke research for clients across a range of high-profile retail brands, the banking and insurance sectors and central government. His current position oversees the qualitative and quantitative analysis possible with Brandwatch’s social media data.
Ben Kay Head of Digital Strategy & Adoption,
Everything Everywhere
Ben has been in the telecoms industry for over 10 years, with a breadth of experience ranging from B2B / B2C marketing to Customer Experience and online customer service. He is currently spearheading Everything Everywhere’s use of social media for customer service.
Martin Hill-Wilson Director,
Brainfood Consulting
@martinhw
Martin is a long-standing member of the UK customer service community. He has worked with brands such as Merchants, Dimension Data and Datapoint and is well known conference speaker, facilitator and blogger on best practice and next generation thinking. His current topics include social customer service and social business.
Luke Brynley-Jones Director,
Our Social Times
@oursocialtimes
Luke Brynley-Jones is one of the UK’s most experienced social media consultants. In the past 12 years he has helped brands such as Accenture, YMCA and Orange to develop effective social media strategies. He has trained over 4,000 marketing and PR professionals in social media marketing, monitoring and engagement. He writes the popular social media marketing blog, oursocialtimes.com and hosts social media conferences in the UK, US and across Europe.
Register for How to Use Social Media for Customer Service
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One Response to “How to Use Social Media for Customer Service”

  1. z360m December 20, 2012 at 4:15 am #

    The topics outlined make some sense under this topic of customer service in social media..

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