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2/17/2010 2:41:00 PM
gem showed they are moving with the times at their first seminar of 2010. “New Social Media & Customer Service” Seminar was held at the Channel 4 offices in London on 21st January; and was attended by a number of key international companies including Debenhams, ASOS, Viagogo & Philips Electronics.
Paul Weald, Founding Director @ RXPerience started the morning with an insight into the developments in customer service management over the years and his involvement in the establishment of the gem/Channel 4 partnership.
gem’s Business Manager Colm Teggart & Channel 4’s Head of Distribution and Broadcast Technology went on to demonstrate the effectiveness & flexibility of the relationship and how gem has worked with Channel 4 over the last 4 years to provide a diverse, multi-channel support framework; moving away from the traditional contact methods of voice & email, to the self-service, forum support & social media monitoring.
gem’s New Social Media Analyst Peter Doak highlighted the changes in the rapidly developing world of new social media and how gem’s contact strategy is embracing this as an essential part of listening to customers.
The seminar concluded with a panel discussion on the current new social media trends and how companies are using it as a tool to listen to their customers.
