Chinwag Live: When customer Service Goes Social - Joshua March, Conversocial

1. Hi, I’m Josh

3. Vision - social media no.1 comms channel

4. Customer service a big issue

5. It’s not easy

6. Marketing & customer service together

7. Complaints are public, in your marketing channel

8. And your response is public too

9. If you’re in charge of social media, you can’t
scale without customer service

10. slidesha.re/ignoringcustomers

11. To do it right:
Dedicated social customer service team
Social media training
New social customer service processes

13. Facebook’s recent changes

14. Opening of the wall
Friend activity
Removal of discussions tab

15. Anyone can post on your wall

16. Friends’ activity is highlighted

17. No more discussions tab

18. Thank you
Follow me @joshuamarch
Check out www.conversocial.com