SXSW Interactive 2013

Real Talk: The Social Customer Service Shift

How many brands would state that they provide customer service on social media platforms? Many? Most? How many of these brands have an active presence? Are they relevant to current and potential customers? Are they providing customer service for the right reasons?

Customer service has become one of the most exciting areas in social media. The social revolution has completely transformed a back office function and has put it square in the limelight, allowing both large and small companies to provide public, real-time help to customers across the social web.

This panel will give you the straight dirt on how to turn your social service theories into real customer service practice. Learn strategic and operational lessons from social media and customer service leaders from Southwest Airlines, Samsung, JP Morgan Chase, and Comcast. Get real-world insight on how these individuals are helping people and defining new ways to listen, engage, and assist their customers.

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  1. Who owns customer service within your organization? Who SHOULD own customer service within your organization? Why do marketing teams always want to own everything with the words "social media" on it?
  2. How do I staff the right team of employees? What tools do agents need to succeed?
  3. How do I create and populate content that supports my customer outreach goals?
  4. Now that I’ve gotten executive buy-in and my customers are coming to me online, how do I scale my social media team without losing on quality or missing my customer service objectives? How do I do this as an army of one?
  5. What makes social media different for brands providing customer service on these platforms as compared to traditional support methods?



Kip Wetzel, Exec. Director, Social Strategy and Corporate Escalations, Comcast

Meta Information:

  • Event: Interactive
  • Format: Panel
  • Track: Social and Relationships
  • Track 2
  • Level: Intermediate
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