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.
View
official listing on sxsw.com
