Beyond Social Media: What if you can't answer important questions and complaints in 140 characters or less?

A session at The Social Media for Customer Service Summit

Twitter is a massive customer service tool - but what happens if you cannot answer the complaint through this medium? Or even Facebook and Google +? You still need to solve the customer complaint, right?

A more long form - and even offline - response is sometimes essential, in order to engage in productive conversation in the location appropriate for both parties. And when this is the case, you need to route customers back into your traditional customer service channels.

Easier said than done? In this session learn practical answers and solutions to your questions. 3M and UPS will address the following:

Confidentiality: How do you proceed if the conversation needs to take place on a confidential platform?
Risk Management Required: What can you do when conversations get too 'hot' for comfort?
'Follow Me': When is especially appropriate to use Twitter as a touchpoint to address serious issues?

About the speakers

This person is speaking at this event.
Kip Wetzel

Proud father. Lucky husband. Yearning long-distance hiker. Out of shape rower. Aspiring difference maker leading @ComcastCares social media service strategy. bio from Twitter

This person is speaking at this event.
Claire Spinti

Social Media brand strategy for 3M eHub - Committed to CSR triple bottom line growth [The world is but one country and mankind its citizens] bio from Twitter

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Debbie Curtis-Magley

UPS Social Media Manager, mom, runner, blogger, and social media junkie. Disclaimer: Opinions are my own and don't necessarily represent UPS. bio from Twitter

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