Outsourcing & Offshoring Social Customer Service
Brands are now under the gun to deliver blow-away customer service in social media, and they're failing. Big time. Constrained by limited internal resources, inadequate tools, political infighting, and a lack of expertise in the art of online engagement, companies are responding poorly or too slowly ... and sometimes not at all! But what happens when they turn to more savvy digital agencies or business process outsourcing firms (BPOs) for relief? Can businesses successfully outsource or offshore their online "voice”?
Our experienced panelists will weigh the business case for social media outsourcing, including the potential backlash from customers who discover that their tweets and Facebook Wall posts are being answered by agents halfway across the world. We'll share our success stories and missteps, and offer practical next steps for taking social customer service to the next level.
My role at Lithium Technologies is to help our enterprise clients provide blow-away customer care to their customers across the social web. I provide strategic counsel on best practices in social customer care and online engagement, and training/implementation on our cloud-based platform.
Chris Abraham is Director of Social Media for Unison, a full-service digital and branding agency. Chris is a leading expert in digital: online reputation management (ORM), Internet privacy, social media marketing and digital PR with a focus on blogger outreach, blogger engagement and Internet crisis response. A pioneer in online social networks and publishing, with a natural facility for anticipating the next big thing, Chris is an Internet analyst, Web strategy consultant and advisor to the industries’ leading companies. Chris is based in Washington, D.C.
Michelle Kostya is Senior Manager, Social Media Enablement at Rogers Communications. In this role Michelle is working to provide guidelines, best practices as well as a framework for measurement and social media insights for the company. In her previous role as Program Manager for Social Media Support for BlackBerry she was central in setting the the road map and direction for social customer service. While at Research In Motion, Michelle initiated and rolled out a social media support team providing help to customers on Twitter (@BlackBerryHelp) and jump started the BlackBerry Community Support Forums by engaging with community members. Michelle’s background in customer service as well as marketing, product management provides her with a unique perspective on social media in business.
Rohit Kapoor is a Solution Development Executive and the business leader for the Social Media Management practice at Capgemini BPO. Rohit has over 20 years of customer facing roles across various industries and regions. Starting off in the hospitality industry allowed Rohit to form a strong outlook to excellence in customer experience. During his 7 years with Dell, Rohit took on multiple roles focused on, solution development, business intelligence services, and call centers management. He has consistently delivered innovative customer service solutions utilizing new and emerging technologies.