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San Francisco 2017

Creating an all-in-one customer service platform at Mayfield Robotics: Where social media and customer feedback collide

Over the years, social media platforms have quickly evolved from a place for companies to share new updates about their products, to a customer service platform for companies looking to engage with new and existing consumers. And as more and more consumers flock to sites like Twitter and Facebook to share company feedback, being responsive and timely on social media has become increasingly important. As a result, companies need to start shifting their customer service strategies to be more unified, developing an all-in-one experience that integrates social media, customer management and web transactions with the purpose of delivering high-quality customer service that speaks to each individual.

In this session, Laurel Wilde, Community & Social Media Manager at Mayfield Robotics, will share key learnings and insights from her experience at Mayfield developing a 360-degree approach to customer service from scratch.

She’ll also offer actionable tips on how to:

  • Use social media to build trust among consumers
  • Listen and communicate with customers through multiple channels (ie. web, social media, phone, email)
  • Generate excitement and build a community of followers prior to launching a product, in order to maximize preorders and sales at launch

Laurel Wilde
Mayfield Robotics

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