HighEdWeb Assocation
The Annual Conference for Higher Education Web Professionals, Austin, Texas, October 23-26, 2011

Session Details

Customer Service & Social Media: You Can Do Better

SOC33 Social Media Track

Texas Ballroom, IV - VII


Give your audience a better experience online. If your customer service strategy is solely to provide an email address and phone number to call during office hours, you're probably not doing enough. You can do better. Most colleges only see marketing opportunities when establishing a presence in social media. Little do they know that customer service IS a huge marketing opportunity and encourages positive word-of-mouth reviews from their communities. In this session, learn how to provide a 24/7 online service center for your audience by utilizing social media monitoring, live chat and video functionality, and other online tools that allow users to assist each other. Build a culture around customer service and you'll see an immediate boost in audience satisfaction.