Why Social Media Customer Service Is Changing [Podcast]
The Convince & Convert team has published a new podcast episode ‘Why Social Media Customer Service Is Changing and What You Need to Do Next’.
This episode is hosted by Jay Baer, Convince & Convert and Adam Brown, Salesforce.
The Convince & Convert team says, “In this episode, Nicole walks us through the user behaviors contributing to these trends and advice for riding the wave of shifting customer expectations. She also shares examples from the ICUC playbook, including stand-out moments of above-and-beyond social care.
In This Episode
- How the arena for customer engagement has changed in the past three years.
- Why more and more brands are strategizing around dark social.
- How agency-run social media management works for brands in highly regulated industries.
- The social media success metrics that matter most to brands right now.
- How ICUC manages around-the-clock social media customer service for brands around the world.
- A social media customer service victory that touched Nicole’s heart”.
Why Social Media Customer Service Is Changing and What You Need to Do Next
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