What do customers want from customer service in social media? A chat, witty banter or simply an adult conversation resolving their question or issue?
There has been much discussion but little insight into the challenges of customer interaction and service through social media.
In this meeting, we’ll address some critical questions:
- What makes for successful online conversations with customers?
- What are the dos and absolute don’ts?
- What key skills should you be building in your social media and webchat advisors?
- How can you measure, monitor and improve your performance with customers in social media channels?
- What can you do to avoid online brand disaster?
We’ve analysed the online performance of 73 well-known businesses and developed a benchmarking system based on customer research. The system determines which companies are providing the most effective and appropriate online interactions between advisors and customers.
The results of the research suggest customer needs are surprisingly straightforward, yet they are not being met. Every day their loyalty is being tested by failures in resolution, caused by ineffective communications and poor online customer handling skills.
We’ve looked at Facebook and Twitter and also webchat interactions to give new insights into online text-based communication. Our findings, which we’ll share at the breakfast, prove there are only a handful of businesses delivering this in a truly best practice way.
What will you take away?
A thought leadership framework on how to benchmark your social media service interactions against your competitors.
Renewed focus about what the underlying important characteristics of a great digital conversation are.
A real sense of the skills needed for advisors to interact successfully in social channels.
Who’s this event for?
Leaders responsible for customer service, customer experience or those wanting to learn about how to protect your brand in digital channels.
How much will it cost?
The event is free to attend (and breakfast will be provided).
When is the event?
This breakfast meeting will take place in London on Thursday 20 November 2014, at The Ivy restaurant, 1-5 West Street, WC2 9NQ. The session will run from 8.15am until 10.45am.