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Tuesday 13th March 2012

• The Facebook Customer Service Challenge for Brands

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

  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.

  • Customer Service
  • Facebook

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

  In Capital Ballroom B, St David's Bethell Hall

  Coverage slide deck audio clip