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What is
Webinar 1: How should you organize your social engagement team?
Presenter: George Twizell
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What is it all about?
Helping you fill the gaps to deliver better customer engagement through Conversocial
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The Social Customer Service Team
Who’s in the social engagement hub?
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Who’s in the social engagement hub?
The Social Customer Service Team
Marketing & Communicatio
ns
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The Social Customer Service Team
Marketing & Communicatio
ns
CustomerInsight
Who’s in the social engagement hub?
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Summer Sky Cafe’s Social Engagement Team
Public customer questions
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Social Customer Service
Systemized workflow
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Social Customer Service
Personalized, knowledgeable responses
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Social Customer Service
Collecting and categorizing customer insight
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Brand protection through customer engagement
Some public customer messages present real risks to your brand reputation
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Brand protection through customer engagement
Approve responses inline with company messaging
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Empower agents to respond with constructive criticism
Brand protection through customer engagement
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Assign to the right department for the right information
Brand protection through customer engagement
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Customer Insight and Analysis
Meaningful customer data for insight teams
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Continually improve your team’s performance
Customer Insight and Analysis
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How 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 departments
Takeaways:
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Any Questions?
