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Reactive to Proactive: Evolving Your Social Customer Care

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Date & Time

Session time: 1 hour

Customer service vs. customer care. What’s the difference? 

These terms are often used interchangeably, but they don’t necessarily mean the same thing. Yes, customer service is an aspect, but customer care is the whole package. It’s when service goes beyond passively responding to inquiries and proactively meets (and exceeds) your customers’ needs.

Social is now a key channel in the customer experience journey and developing a holistic customer care strategy will play a vital role in the longevity of any business to build brand loyalty, customer retention and advocacy. Join experts from Subaru of America and Sprout Social as they share how brands can transform their customer care approach.

You’ll learn:

  • What differentiates customer care from customer service and why your brand should prioritize developing a holistic customer care strategy
  • Ideas for how to level up your social customer care to foster an emotional connection with your audience and build brand loyalty 
  • How Sprout’s global partnership with Salesforce and its latest integration with Salesforce Service Cloud enables a more 360-degree view of your customers to deliver exceptional care

Presenters

Abigail Schmitt

Corporate Communications Strategist Sprout Social

Abby is a Corporate Communications Strategist at Sprout Social, responsible for developing and executing strategic communications that amplify Sprout’s product, accelerate the company’s growth and elevate its reputation among investors and broader business audiences. Abby lives in Asheville, NC, with her husband Charlie and dachshund puppy Oslo!

Maxie Ehrlich

Social Media Specialist Subaru of America, Inc.

Maxie is a Social Media Specialist at Subaru of America, Inc. where she manages campaigns from start to finish including strategy, creative, execution, and reporting. In addition, she is the community manager for Subaru’s Instagram, TikTok, Facebook, and Twitter. When she’s not answering DM’s or replying to tweets from the brand account, she’s hanging out with friends in Philly, sending it at the rock climbing gym, or giving her kitty, Este, belly rubs.

Olivia Jepson

Social Media Strategist Sprout Social

Olivia Jepson is a Social Media Strategist at Sprout Social where she creates content, helps to develop our holistic social strategy and launches social-first initiatives. When she’s not thinking about social, she’s geeking out about Star Wars and Marvel, thinking deeply about new Taylor Swift theories, developing a new film roll or rock climbing. Follow her on Instagram or Twitter @ohjepson.

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