To date, social customer service has often not been a particularly positive experience for contact centres. Many brands see it social media an escalation point for service, or simply as a generic marketing tool, without looking beyond the straight necessity of dealing with incoming queries.
At First Utility, David Neale is trying to change the game – putting the brand on the front foot, being proactive and using predictive techniques to engage with customers on their own terms. By going beyond the traditionally reactive role of the contact centre, social is enabling First Utility to build brand loyalty and drive positive advocacy among customers.
In this insightful session, David will share his plans, and the challenges and opportunities he and his team are encountering along the way.