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Improving Social Customer Service

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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

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    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