how should your organize your social engagement team?

What is

Webinar 1: How should you organize your social engagement team?

Presenter: George Twizell

2

What is it all about?

Helping you fill the gaps to deliver better customer engagement through Conversocial

3

The Social Customer Service Team

Who’s in the social engagement hub?

4

Who’s in the social engagement hub?

The Social Customer Service Team

Marketing & Communicatio

ns

5

The Social Customer Service Team

Marketing & Communicatio

ns

CustomerInsight

Who’s in the social engagement hub?

6

Summer Sky Cafe’s Social Engagement Team

Public customer questions

7

Social Customer Service

Systemized workflow

8

Social Customer Service

Personalized, knowledgeable responses

9

Social Customer Service

Collecting and categorizing customer insight

10

Brand protection through customer engagement

Some public customer messages present real risks to your brand reputation

11

Brand protection through customer engagement

Approve responses inline with company messaging

12

Empower agents to respond with constructive criticism

Brand protection through customer engagement

13

Assign to the right department for the right information

Brand protection through customer engagement

14

Customer Insight and Analysis

Meaningful customer data for insight teams

15

Continually improve your team’s performance

Customer Insight and Analysis

16

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:

17

Any Questions?

What is

George TwizellSenior Account Manager@GeorgeTwizellgeorge@conversocial.com