Social as a Key Channel for Modern Customer Service

 

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For customer-obsessed companies, social customer care is no longer optional. But, many brands still struggle to understand what and how technology can help them create personalized and friction-free service experiences.

Ian Jacobs, Senior Analyst at Forrester Research, will lay out the use cases for various types of social customer service tools, and how choosing the correct toolset will create satisfied customers.

In this webinar you'll learn:

  • The critical difference between the push model and the pull model of social customer service 
  • How the best in class companies use social care to drive customer loyalty and increased revenue 
  • How, why, and where social must be integrated into your overall service experience processes 
  • The future direction of social customer service
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Ian Jacobs

Senior Analyst at Forrester Research