Sign up for the second of our 5 part series of webinars on social customer service in partnership with Conversocial and Brain Food Extra. Each topic explores what it takes to get the fullest ROI from your social customer service investment. Together they provide a blueprint for taking an organisation from pre launch to operational excellence. This includes organisations yet to start and those already active but keen to professionalise their approach.
Each webinar is designed and delivered by Martin Hill-Wilson who has authored both the book and two day masterclass on “Delivering Effective Social Customer Service”. He is a highly requested speaker and facilitator across Europe and the Middle East.
Adding to the conversation, with plenty of examples and practical insight, will be Joe Rice, Conversocial’s Director of Channels & Partnerships. As a result, you can be confident that the content and advice provided throughout this webinar series will be of consistent high quality.
Part 2 – Who owns Social Customer Service? – From Politics to Collaboration
The early phases of social customer service within the organisation often involve a shift of ownership. Typically, the journey begins in corporate communications or marketing and ends up in customer service or a co-managed team.
Unfortunately many organisations waste too much time stuck at this evolutionary point. They are unable to resolve apparently conflicting agendas or develop a scalable model that serves both brand and customer interests.
In this webinar we will explore the key issues that need debate and resolution.
- Why the ownership issue exists and the problems of not addressing it successfully
- Understanding functional perspectives. What Marketing thinks and what Customer Service thinks
- The choices in operating models going forward. The pros and cons
- Developing a shared vision based on win-win outcomes
Attend this webinar if your social customer service efforts are stuck around the issue of ownership, responsiveness and service quality.
*Replays of each webinar will be made available for colleagues unable to attend the live version.
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WhySatisfy is dedicated to providing brands with the technology, training and support to take control of their digital interactions with customers. We believe that a brand’s responsibility to their customers is more than the one-way provision of a product or service. It is the fulfillment of their desires, expectations, needs or demands. This is why brands satisfy their customers. And this is why we exist.
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