Digital Tools to Support Customers

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Presenter

Margaux Denneulin

Customer Support Specialist @ Hubspot

One year working at Twitter as a Product Marketing Co-ordinator
Expertise in Twitter Ads, products content, talking points, and best practices
Two years' agency experience in creative teams
Master's Degree in Media Studies
Bachelor's Degree in Integrated Marketing & Communications

ABOUT THIS DIGITAL MARKETING MODULE

Social Customer Service

Margaux Denneulin
Skills Expert

The Social Customer Service module presents the importance of social media as a customer service channel which can meet the needs of today's customers. In addition, other important tools which can be used to support customers are discussed, such as live chat, listening, reputation and brand management. Finally, best practice principles of social customer service are covered. On completion of this module you will:

Recognize that the behavior and expectations of customers has changed and that this has implications for customer service
Identify the advantages of social customer service for businesses
Understand the importance of digital tools (such as live chat, listening reputation, brand management etc) to support your customers
Be aware of the challenges for social customer care and the strategic approach to improving social customer service