Conversation Overload: How to ensure you respond to a rapidly increasing number of customer requests

A session at The Social Media for Customer Service Summit

Social Media has changed the playing field. Your customers have another tool to get in touch with you. It follows that therefore the number of interactions with consumers will increase.

Unfortunately, the average amount of potential items in your inbox increases to. Issues that were previously seen as too minor to bother picking up the phone for can now be tweeted - and are out there in the public domain regardless.

So how can you cope with an increasing amount of potential interaction with your customer base? In this session we examine:

Are phones redundant? Does the advent of social media mean that your call centre is out of business?
Do you automate? One way to stem the tide is by allowing automation to deal with certain minor issues. But what are the limits to this technique?
Don't miss a thing: How to zone in on everything that's important by identifying the most relevant questions and conversations

Sign in to add slides, notes or videos to this session

Tell your friends!

Short URL


Official event site


View the schedule


See something wrong?

Report an issue with this session