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How Should Your Organize Your Social Engagement Team?


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How Should Your Organize Your Social Engagement Team?

  1. 1. What isWebinar 1: How should you organize your socialengagement team?Presenter: George Twizell
  2. 2. 2What is it all about?Helping you fill the gaps to deliverbetter customer engagementthrough Conversocial
  3. 3. 3The SocialCustomerService TeamWho’s in the social engagement hub?
  4. 4. 4Who’s in the social engagement hub?The SocialCustomerService TeamMarketing &Communications
  5. 5. 5The SocialCustomerService TeamMarketing &CommunicationsCustomerInsightWho’s in the social engagement hub?
  6. 6. 6Summer Sky Cafe’s Social Engagement TeamPublic customer questions
  7. 7. 7Social Customer ServiceSystemized workflow
  8. 8. 8Social Customer ServicePersonalized, knowledgeable responses
  9. 9. 9Social Customer ServiceCollecting and categorizingcustomer insight
  10. 10. 10Brand protection through customer engagementSome public customermessages present realrisks to your brandreputation
  11. 11. 11Brand protection through customer engagementApprove responses inline withcompany messaging
  12. 12. 12Empower agents to respond with constructive criticismBrand protection through customer engagement
  13. 13. 13Assign to the right departmentfor the right informationBrand protection through customer engagement
  14. 14. 14Customer Insight and AnalysisMeaningful customer data forinsight teams
  15. 15. 15Continually improve your team’sperformanceCustomer Insight and Analysis
  16. 16. 16How to Organize your Social Engagement Team• Structure your team with the customer at the center• Allocate specific roles to each member of the team• Prepare each team with the resources they need to do their job efficiently• Make use of customer conversations to improve your company’s offering• Work as a team not a group of departmentsTakeaways:
  17. 17. 17Any Questions?
  18. 18. What isGeorge TwizellSenior Account