SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL TOP TEN TAKE AWAYS – USEFUL SOCIAL MEDIA CONFERENCE
Sparkcentral's Top Ten Takeaways from the Social Media for Customer Service Summit
Aug 20, 2015
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
TOP TEN TAKE AWAYS – USEFUL SOCIAL MEDIA CONFERENCE
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
1. Make ordinary moments, extraordinary
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
2. Marketing started the game, but customer service will win it for the brand.
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
3. Have an escalation procedure in place before a crisis happens
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
4. Focus on your customer’s time, not the rep’s handle time
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
5. 32% of brands have a dedicated support handle
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
6. Provide in channel
resolution, not
deflection
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
7. Approach social media like a friend,
not a company
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
8. Collaboration between teams is
imperative to supporting customers
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
9. Online, acknowledging the customer’s issue is the best thing
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
10. Thank you
SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
Matthew Finneran | @mattfinneran| @sparkcentralHQ
Related Documents
