Recorded Webinar: Improving Customer Service on Social Media


The Webinar Contents

Trying to figure out how to improve the service that you deliver on social media?
Social media is starting to make a big impact on how customers like to interact with us, and a growing number of contact centres are now starting to own customer service on social media, and are starting to drive up customer satisfaction.

We have put together a practical webinar that shares some of the ‘trade secrets’ in working with social media.


  • Social Customer Service – Martin Hill-Wilson, Brainfood Consulting (a leading expert on social customer service)

Click here to view the slides

  • Social Media Technology – Mike Murphy, Interactive Intelligence

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  • Top Tips for Customer Service on Social Media – Jonty Pearce, Call Centre Helper

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Winning tip; “Once you have resolved a customer issue (especially in private) – ASK for the positive feedback. Many customers are willing to give it!”

  • Interactive Questions & Answers

Topics to be discussed

  • The latest research on social customer service
  • Getting social customer service out of the Marketing department
  • When to intervene on social media, The best ways to deal with a complaint
  • Triage complaints
  • Damage limitation – Klout score, number of followers etc.
  • Dealing with a complaint in 140 characters
  • Which agents to use
  • How to allocate social media
  • Quality scoring on social media
  • The impact of mobile
  • The best tools to use for social media
  • Top tips from our audience
  • Interactive questions and answers – your chance to ask questions

This webinar is brought to you by Call Centre Helper and is sponsored by Interactive Intelligence.


Original Webinar date: June 2012

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