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Trusting Your Support Team on Social

How to share social media nicely between your social media and support teams.


Register for a free webinar

Webinar Details

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.

The Presenters

Andrew Caravella

VP of Strategy and Brand Engagement
Sprout Social

Andrew Caravella is Vice President of Strategy and Brand Engagement at Sprout Social. He likes being on airplanes, spinning to the beat at SoulCycle and Roger Federer. Find him on Twitter: @andrewcaravella

Avi Warner

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