From the 3rd annual Social Media for Customer Service Summit, here are the top ten takeaways about social customer service from UPS, Publix, Delta and more. Learn more from experts in social customer service. From Sparkcentral

1. TOP TEN TAKE AWAYS –
USEFUL SOCIAL MEDIA
CONFERENCE
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2. 1. Make ordinary moments, extraordinary
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3. 2. Marketing started the game,
but customer service
will win it for the brand.
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4. 3. Have an escalation
procedure in place
before a crisis happens
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5. 4. Focus on
your
customer’s
time, not the
rep’s handle
time
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6. 5. 32% of brands
have a dedicated
support handle
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7. 6. Provide in
channel
resolution,
not
deflection
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8. 7. Approach social
media like a friend,
not a company
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9. 8. Collaboration
between teams is
imperative to
supporting
customers
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10. 9. Online,
nowledging the
stomer’s issue
the best thing
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11. 10. Thank you
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12. Matthew Finneran | @mattfinneran|
@sparkcentralHQ
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