HOW TO: Sell the ROI of Social Customer Service

Eric Schwartzman

Eric Schwartzman is the principal consult at Schwartzman & Associates, a boutique public relations, SEO, and content marketing agency. He is also the author of 2 best selling books, an international keynote speaker, and a contributor at Adweek, Fast Company, TechCrunch, Yale Climate Connections, The Healdsburg Tribune, and many others.

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Is there a way to reduce call center costs while improving the quality of customer experience?

n this episode, former Forrester Analyst Natalie Petouhoff (@DrNatalie) discusses her ROI model for social customer service and the recent videos she produced for Salesforce.com on building the business case for integrating social into customer service.

Can social customer service protect brands against perceived and systemic product failures?

In markets dominated by companies that are too big to fail, do customer opinions matter?

Dr. Nat also discusses he method of calculating the ROI of social customer service interactions, the value of direct and indirect call deflection and why companies should align with their super users to lower their call center costs while improving customer experience quality.