Transforming Customer Experience

Scaling Social Media: Challenges and Opportunities

Matt Wilbanks, CEO and Cofounder of HelpSocial

matt@helpsocial.com

@mwilbanks

One to One vs.

One to Many

Benefits of Social Customer Care

$1 vs. $6

Social customer service

improvesrevenue by 18.8% YoY

How Brands Become Loved

Not Just B to C

Making it Easy for the Customer

Case Study: United Goes For the Gold with Social Customer Care

Challenges of Implementing Social Customer Care

Getting Social Across the Line: Strategies for Success

Create StructureRules of Engagement

Social Media Guidelinesi.e.: Rackspace

https://github.com/rackspace/social_media_guidelines

Put It Into Action

Technical Implementation

Agent Training

Completing Your Omni-Channel Strategy

www.helpsocial.com/incontact