Sep 8, 2015
#11 A Social Customer Service conversation with Danielle Sheerin
In this episode I'm glad to interview Danielle Sheerin, UK social customer service expert. Link to article –>http://bit.ly/1Q0EeV3
Highlights of this podcast:
00:21 Intro and welcoming Danielle.
A1 00:49 Danielle explains her activity as social customer service consultant at her company BrightCultures.com
A2 02:29 She fell in love with customer service helping financial services companies (banks and insurance companies) which needed to restructure their relationships with their customers. The magic formula is helping customers making their life easier'
A3 04:37 If a customer sends a query or complaint with Tweet, the Company has to deal with it and reply in a timely manner. But that's not so simple since large organizations back-end processes are complex (workflows, governance, escalation procedures) and social conversations...are public!
A3 09:45 Yes I do. SCS is where your customers are. They're online and constantly talking about your brand, so you have to be present and proactiv…