Learn how Tim Lopez (Global Social Media Customer Care Leader) has expanded and transformed Symantec Corporation’s customer care team to respond faster (3-minute response time) and resolve issues more efficiently with a one-on-one customer experience. Delight your customers and increase engagement using social.
Tim runs the Global Social Customer Care team for the Norton Support and Services group at Symantec. He started at Symantec in Engineering. After noticing customers needed help on Social Networks but were being ignored, he took his Customer Service background, applied it to product knowledge and love for social networks, and started replying to these customers - provided them direct support. It didn't take long for the company to notice this 'vigilante' was providing excellent customer experiences, and the company moved to make this an official company endorsed effort. He now leads a team of full-time Social Support Agents who respond to customers on social networks, as well as other areas across the web, with one goal in mind - Surprise and Delight Customers in their channel of choice.