The reach and immediacy of social media is putting pressure on organizations to deliver better customer service over a broader range of channels. Customers now expect to get service at any time of the day or night and to have answers in hours, if not minutes.
In order to handle the wide variety of questions, comments, and complaints, your organization needs a customer service vision for the social media era. With a combination of the right tools and techniques, you can delight customers with consistent service across every channel.
Opening direct communication between the Marketing and Customer Service departments is critical to serving customers quickly and effectively. Learn how to align these teams with overall business objectives and ensure that no issue goes unresolved.
Join us for The Evolution of Customer Service, a special two-part webinar series highlighting the role social media plays in customer service.
Part 1 of the webinar is now available on-demand.
The Evolution of Customer Service, Part 1
Featuring guest speakers Kate Leggett, Principal Analyst Serving Application Development & Delivery Professionals, Forrester Research; Gregg Tilston, Flight Centre’s Global Social Media Leader; and Jeanette Gibson, HootSuite’s VP of Customer Success and Community, this webinar will help you:
- Understand the trends of customer service and the role social media plays in the future of customer satisfaction.
- Learn the benefits of a Social Relationship Platform in coordinating the customer service efforts of multiple departments.
- Drive two-way, multi-channel conversations throughout the entire customer journey.
About our speakers
Jeanette Gibson – VP, Customer Success & Community, HootSuite
Involved in tech marketing through the dot-com boom and the dark days that followed, Jeanette brings over 15 years of experience to the VP, Customer Success & Community role with HootSuite. Having previously led the Digital and Social Marketing Team for Cisco Systems, Jeanette contributes her innate understanding of building respected, loved brands to the HootSuite team.
Kate Leggett – Principal Analyst Serving Application Development & Delivery Professionals, Forrester Research
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Gregg Tilston – Global Social Media Leader, Flight Centre Travel Group
As Global Social Media Leader at Flight Centre Travel Group, Gregg Tilston heads the strategy for one of the largest travel retailers in the world; over thirty brands in eleven countries. Gregg leads a global team executing on a Social Media strategy based around campaign management, content distribution, monitoring, building communities, and improving SEO. Gregg presents at various conferences around the world and has facilitated strategy discussions with organizations such as Scotiabank, Disney, and Department of Education, New South Wales, Australia.
HootSuite will host Part 2 of the webinar on May 21st, 2014 at 8AM PT/ 11AM ET/ 4PM GMT.
The Evolution of Customer Service, Part 2
Part 2 features Jonas Stanford, Global Manager of Customer Service at HootSuite, and Pam Dodrill, Customer Engagement Strategist from Zendesk. In this webinar you will learn how your customer service team can use social media to deliver consistent cross-channel experiences, provide proactive—not reactive—customer care, and work more efficiently to increase overall customer satisfaction. Stay tuned for a more detailed look at Part 2 of this webinar series.