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Sparkcentral's Top Ten Takeaways from the Social Media for Customer Service Summit

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From the 3rd annual Social Media for Customer Service Summit, here are the top ten takeaways about social customer service from UPS, Publix, Delta and more. Learn more from experts in social customer …

From the 3rd annual Social Media for Customer Service Summit, here are the top ten takeaways about social customer service from UPS, Publix, Delta and more. Learn more from experts in social customer service. From Sparkcentral

Published in: Social Media, Business, Education

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  • 1. TOP TEN TAKE AWAYS – USEFUL SOCIAL MEDIA CONFERENCE SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 2. 1. Make ordinary moments, extraordinary SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 3. 2. Marketing started the game, but customer service will win it for the brand. SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 4. 3. Have an escalation procedure in place before a crisis happens SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 5. 4. Focus on your customer’s time, not the rep’s handle time SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 6. 5. 32% of brands have a dedicated support handle SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 7. 6. Provide in channel resolution, not deflection SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 8. 7. Approach social media like a friend, not a company SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 9. 8. Collaboration between teams is imperative to supporting customers SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 10. 9. Online, nowledging the stomer’s issue the best thing SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 11. 10. Thank you SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
  • 12. Matthew Finneran | @mattfinneran| @sparkcentralHQ SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL