This week I moderated another Social Media Today webinar as part of their Best Thinker webinar series, looking at the topic of Leading Companies for Customer Service, On and Off Social. The webinar featured Jason Kapler (@jasonkapler), Vice President of Marketing at LiveWorld, Dan Gingiss (@dgingiss), Head of Digital Customer Experience and Social for Discover Card, and Kristina Libby (@KristinaLibby), Head of Consumer Communications at Microsoft. We discussed a ton of ideas on how customer services on and off of social need to scale.
Here are three key takeaways from the webinar:
- Customer service on social needs to scale - With all the tools out there, it's pretty easy to get started in customer service via social media - the real trick is in knowing how to scale a program to include a tool that can do routing and tracking so nothing gets lost in the shuffle.
- Social customer service won't fix a bad customer service program - While social customer service sounds great, if your underlying program for customer service does support it, social isn't a fix for such issues. Focus on the core program and get that right before scaling to social media.
- Reporting success of your customer service program - Be sure to frame your results in a way that's meaningful to the business and not just focused on how you won over a unhappy client.
To get a copy of the slides or to listen to the replay, please click here. You can also scan the highlights of this webinar on Twitter by reading the Storify below.