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,
nowledging the
stomer’s issue
the best thing

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
10. Thank you

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
Matthew Finneran | @mattfinneran|
@sparkcentralHQ

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL
Upcoming SlideShare
Loading in …5
×

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

434 views

Published on

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
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
434
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

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

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

×