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This week, Voyages-sncf.com announced an integration of Facebook Messenger into their customer service, using iAdvize as their technology platform.
In the run-up to Social Customer Service Summit 2016 – at which her team will present a social customer service case study – we asked Kriti Kapoor, Global Director, Social Customer Care at HP Inc., to give us the inside track on how it’s done.
Steven Gutierrez is the Lead Social Media and Content Editor at Transport For London. He looks after the social media and coordinates the teams which provide news, customer service and disruption updates for London’s commuters. We caught up with him for a quick preview of his session at SCSS16.
In the run-up to Social Customer Service Summit, which takes place in London on 13th/14th April, we asked Bian Salins, Head of Social, Digital at TSB Bank – who will Host one of our round-tables – for her views on the state of social customer service.
We met Bian Salins from TSB Bank recently and here’s what we have talked about.
This is the third post of Martin’s series on customer hubs. He previously explored how they provide a low risk way of developing greater responsiveness to current and emerging customer needs.
Martin Hill-Wilson continues his exploration of customer hubs as a solution to the silo’d approach to customer service often adopted by large brands.
In the run-up to SCSS16, Martin Hill-Wilson of Brainfood Extra explores how customer hubs may be the solution to your biggest social customer service challenges.
We are delighted to announce that, Josef Bergman, Social Customer Service Lead (EMEA) at HP will be speaking at the Social Customer Service Summit 2016. Josef will explain how HP’s sales, service and marketing teams combine across a range of social media channels to ensure that no customer gets left behind.
Twitter has launched two new social customer service features which will have an impact on brands – Tweets to Direct Messages and Customer Feedback. While both relatively small changes, together they show Twitter’s intent to take social customer service seriously.
The theme for Social Customer Service 2016 , which takes place in London on 13th/14th April, will be: Integrating Social Customer Service into your Omni-channel Strategy. In this post we explore the challenges behind omni-channel customer service and how the Summit will address these.
