Sessions at SXSW Interactive 2012 about Customer Service on Tuesday 13th March

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  • The Facebook Customer Service Challenge for Brands

    by Eric Ludwig, Mark Williams, Molly DeMaagd and Bryan Person

    Managing customer service on a Facebook Page is a messy proposition, particularly for large businesses and brands. Increasingly impatient customers and fans are flocking to the Facebook Wall to fire off specific questions or complaints about product and service issues, with the expectation of receiving a rapid-fire satisfactory response and the threat of making a big stink across their social networks if they don’t. Plus, the exchange happens right out in the open for all to see. How can brands cope?

    From discussions on scaling staffing coverage to evaluating when to respond and the right tone to take, our panelists will share their experiences, hiccups, and words of wisdom for carrying out good customer service in the challenging Facebook environment.

    At 12:30pm to 1:30pm, Tuesday 13th March

    In Capital Ballroom B, St David's Bethell Hall

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