Interactive Intelligence to Host Social Customer Service Webinar

Customer service has become more social than ever over recent years. Customers expect companies to meet their needs, which means going beyond mere online presence, and reaching a realm of true interaction and engagement. For many companies, though, the question is - how they are to do that?

Interactive Intelligence will be providing some answers through its upcoming webinar, “Delivering Social Customer Service – More than Just Having a Presence on Facebook, Twitter, and LinkedIn.” This webinar will be held on August 13 at 11:30 AM EDT, and is aimed at contact center professionals looking to develop a social customer service strategy that works across all channels.

Social media has changed the face of customer contact; conversations are now public when on public social media channels, which makes it more important than ever to build relationships with each and every customer. However, building relationships goes beyond simply providing the answers to customer questions over social networks – it’s about finding ways of connecting with them.

The webcast is set to last around 75 minutes, including a Q&A session with the audience. It will feature Michael DeSalles of Frost & Sullivan, Blair Pleasant of COMMfusion and UCStrategies, and Interactive Intelligence’s Tim Passios. There are three key elements to the webinar, which will be addressed by each presenter.

Michael DeSalles will look at past, present, and future trends in contact centers and customer relationships, including the effect of mobile devices and social media. Tim Passios will look at the current technology available, such as speech analytics, multichannel support, skills-based routing, and the cloud. Finally, Blair Pleasant will go over the best practices for customer care, so that companies can properly service their customers without getting slammed on social media, as well as the importance of customer relationships and satisfaction.

This webinar is a great opportunity for anyone who wants to improve their customer service, or learn the steps they need to take before putting social media into play. It takes preparation and forethought to develop a strategy that’s right for your company, and this webinar will help you be ready. Those interested can sign up here.