Trusting Your Support Team on SocialHow to share social media nicely between your social media and support teams.
Customers use social media as a first point of contact for customer service. Their expectation is that help will be immediate and accurate—but challenges arise when social media teams are not trained to provide support, and when support teams have the answers but not the social media savvy. How should your business handle social support requests?
Join Avi from Zendesk and Andrew from Sprout Social as they discuss the benefits of an integrated social support strategy. Among other things, you’ll hear how Zendesk customer advocates provide social support, as well as:
- Best practices for sharing all social accounts between teams.
- How social media teams can best handle service incidents.
- How support agents can learn to be on brand.
- And a few lessons Zendesk learned the hard way.
VP of Marketing
Andrew Caravella is Vice President of Marketing at Sprout Social, a leading provider of social media engagement, advocacy and analytics solutions for business. He likes being on airplanes, spinning to the beat at SoulCycle and Roger Federer. Find him on Twitter: @andrewcaravella
Senior Customer Evangelist
Avi Warner is passionate about building beautifully simple customer support software. When he's not creating new experiences for support teams across the world, he's running around with his dog Buster or playing banjo in his backyard. Find him on Twitter @aviwarner