How to use social media monitoring for effective customer service

Consumers are increasingly turning to social media as a convenient way to raise customer service issues. Some companies are beginning to realise the potential this can have in reducing costs and increasing customer satisfaction and customer loyalty, but without an effective listening process in place this potential will go unrealised.

This webinar will equip you with the knowledge you need to get started with social media monitoring for customer service.

Topics will include:
  • The value of social media monitoring for Customer Service
  • How to create a Customer Service listening programme
  • How to filter out the conversations that matter
  • Facilitating effective customer engagement
  • Setting up the right team (with the right skills)
  • Case studies and best practice

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Event Partners
ost-logo
Our Social Times is a boutique social media agency, providing a range of high-value social media marketing, monitoring and training services. We also run one of the country’s most popular social media blogs and organise high quality social media conferences, courses and workshops in the UK, US, Europe and Asia.
Founded in 2005, Sentiment Metrics was created to help businesses listen to the social internet, understand it, and participate all from within a suite of world-class technologies. Today, they work with over 400 clients across 8 time zones, including many of the world’s leading brands.
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Speakers
Ronan Gillen EU Complaints, Community and Social Customer Service Manager,
Ebay
@askebay

Ronan leads the EU Community and Social customer services teams at eBay and has been working on developing the company’s European social media customer service model since mid-2011. Ronan also oversees the complaints handling teams across eBay's different European markets. Ronan has been a customer services leader for over 10 years.

Leon Chaddock Leon Chaddock Managing Director,
Sentiment Metrics
@leonchaddock

Leon is one of the pioneers of the social media analytics field. He has been working in this area since 2004, pre-dating both Twitter and Facebook. His current company, Sentiment Metrics, works with over 400 clients globally, including many of the world’s leading brands.

Katy Howell CEO,
Immediate Future
@katyhowell

Katy is a recognised authority in social media. She speaks around the world at marketing and digital events and trains for the Institute of Direct Marketing and Chartered Institute of Marketing. Her clients include Sony Europe, BT, Diageo and HSBC.

Luke Brynley Luke Brynley-Jones Director,
Our Social Times
@oursocialtimes

Luke Brynley-Jones is one of the UK's most experienced social media consultants. In the past 12 years he has helped brands such as Accenture, YMCA and Orange to develop effective social media strategies. He has trained over 4,000 marketing and PR professionals in social media marketing, monitoring and engagement. He writes the popular social media marketing blog, oursocialtimes.com and hosts social media conferences in the UK, US and across Europe.