Five Steps to Superior Social Customer Service
Empowering contact center excellence for 30 years!

Five Steps to Superior Social Customer Service

Date Aired: January 30, 2014

Time: 1 PM Eastern Time

Presenters: Ashley Verrill, Jonathan Russell, Erica Marois


Watch the webinar video below.

Take the guesswork out of social customer service! No matter if you are already supporting social, or are looking to get started, we’ll show you how to make social customer service a superior success!

There is no denying the impact that social media has had on the customer experience. Customers can interact with a brand at any time, from anywhere, and about anything. With a quick tweet or a lengthy posting, they can share their good and their bad experiences with friends and strangers around the globe. Yet contact centers are still challenged with social as a customer service channel. Even those that are supporting it, often realize that there are improvements to be made.

Join ICMI community expert Ashley Verrill from Software Advice and Jonathan Russell from Five9 as they outline Five Steps to Superior Social Customer Service.

You will learn: 

  1. How to recognize the right social channels for your brand and your customers and identify the best engagement and customer service opportunities
  2. The importance of a social strategy and how to use it for executive buy-in, team establishment, metric generation and reporting
  3. To create a social playbook which will lay out all the details of interacting with customers through social channels


Ashley Verrill

CRM Software Analyst, Software Advice

Ashley Verrill is a CRM software analyst for Software Advice, as well as the managing editor for the Customer Service Investigator blog. She has spent the last seven years reporting and writing business news and strategy features. Her work has been published or cited in Inc., Forbes, the Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. She also produces original research-based reports and video content with industry experts and thought leaders.

Jonathan Russell, Five9

Jonathan Russell

Director, Channels and Strategic Accounts: Social, Mobile, Five9

Jonathan is an experienced social executive with over 15 years of leveraging technology to drive high value for enterprises and clients. He has worked with a broad range of software, electronics, high tech, and communications companies over the course of his career, leading programs and implementing strategies that help clients drive success. He is specifically focused on social media and mobile strategies that support customer service and drive customer satisfaction.

Jonathan is currently responsible for the channel/partner strategy and strategic account development of the social and mobile solutions at Five9, leveraging the social/mobile platforms that were transitioned as part of the acquisition of SoCoCare.

Previous to Five9 and SoCoCare, Jonathan spent 15 years with Accenture, leading social media strategies and transformational programs across the Atlantic region, and operating as account executive for fortune 500 clients.

Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

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Topics: Customer Experience, Self-Service, Social Media


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