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Real Talk: The Social Customer Service Shift

#sxsw #custserv

Customer service has become one of the most dynamic areas in social media. The social revolution has completely transformed a back-office function and put it square in the limelight, allowing both large and small companies to provide public, real-time help to customers across the social web.

How many brands would state that they provide customer service on social media platforms? Many? Most? How many of these brands have an active presence? Are they relevant to current and potential customers? Are they providing customer service for the right reasons?

This panel will give you the straight dirt on how to turn your social service theories into real customer service practice. Learn strategic and operational lessons from social media and customer service leaders from Southwest Airlines, Samsung, JPMorgan Chase and Comcast. Get real-world insight on how these individuals are helping people and defining new ways to listen, engage and assist their customers.


Bianca Buckridee Social Media Operations Mgr JP Morgan Chase

Brooks Thomas Communications Specialist Southwest Airlines

I do social media for Southwest Airlines, as part of the Communications Team. My main bag is managing the content for Nuts About Southwest, our award-winning Company blog.

Carla Saavedra Kochalski Mgr, Social Media & Digital Samsung Mobile

Social. Tech. Fashion. Art. Those are my four passions, and they are reflected in the work that I do as the Manager of the Digital and Social Media Customer Care teams for the largest tech brand on social.

I began Samsung Mobile USA's Social Care program in 2010, taking it from a small presence of 900 followers to 50K on Twitter. Samsung is now considered one of the top customer care brands on social.

The Samsung Social Support team lives and breathes customer service 7 days a week. Follow us to see the team in action: @SamsungSupport.

Marsha Collier Author & Radio Host The Collier Company Inc

Marsha Collier's name crops up a lot in the same breath as e-commerce and customer service. No surprise there. She’s the author of eBay For Dummies, eBay Business All-In-One Desk Reference for Dummies plus many other related, best-selling titles. She's sold over a million books and been on the Business Week Best Seller list and has published more than 35 books in the Wiley "For Dummies" series. (List of books in print below).

Her latest book; 'The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More' gives businesses insight into how to use Social Media to build customer relations and bottom line.

Her e-commerce advice has appeared in publications such as Martha Stewart Living and Reader’s Digest, and don’t be surprised if you’ve seen her on television – as a guest on The View or the Today Show and in her own PBS special, Making Your Fortune Online.

She is a popular keynote speaker, inspiring online sellers to success, the lead instructor at eBay University, speaks at conferences worldwide, and runs a successful online business – so is she an internet fanatic? Well, let’s just say she’s on a mission: educating current and future online sellers.

Very active in social media, Marsha uses her years of experience to instruct online citizens on selling and marketing. She was named one of the top twenty iCitizens by Kelly Mooney in her book, "The Open Brand."