Sponsored by
The Five Secrets to Delivering Exceptional Customer Service in the Social Age—A Case Study from BT Group
TSIA Webcast Sponsored by Lithium Technologies and Baynote
Produced April 8, 2010
This is a Support Services On-demand Webcast
The explosion of social media has revolutionized the way companies and customers interact. Customers now drive the conversation, with real-time customer-to-customer interactions greatly outnumbering company-to-customer interactions.
With around 15 million phone, broadband and TV customers, BT Group is integrating contact centers, its overhauled help website, online customer community, Twitter, Facebook and other channels to proactively engage customers. BTCare’s secret strategies have enabled it to outdistance the competition by providing customers with quick, real-time issue resolution and a unique, personalized experience.
Listen to TSIA’s John Ragsdale, BT Group’s Brooke Molinaroli, and Baynote’s Bill Hustad for an insightful webinar moderated by Lithium Technologies Jim Gold as we discussed:
- How social media trends are creating opportunities for improved enterprise support
- How BT Group is leveraging social CRM, social search and personalization to maximize engagement with millions of customers
- The roadmap for achieving maximum customer service effectiveness with social media