I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, best suited to Customer Service engaging on support and FAQ issues. And yes, the exception is when you want to play with the network and offer them competitions and campaigns. But mostly, the customer is about wanting answers, not fluffy “please call our hotline with your details” tweets and responses. From ATA website:
ATA VIC Forum: Social Media & Your Centre — 15 Apr 2010
5.00 for 5.30 – 7.30pm
TressCox Lawyers: Level 9, 469 Latrobe Street, Melbourne
Social Media & Your Centre: What’s new and what’s legal?Social Media is revolutionising the way we do business. Many progressive companies are opening up new communication channels and using tools such as Twitter for engagement with their customer base. How are successful centres now taking advantage?
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