Focus on Customer Service Podcast
About This Show
The “Focus on Customer Service” podcast features brands who are offering amazing customer service via social media. It is hosted by Dan Gingiss (@dgingiss) and Dan Moriarty (@iamdanmoriarty).
Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service.
At first only the channel of last resort – when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat.
The goals for this podcast are to:
• Learn from other brands that we think are doing social care well
• Share learnings with you
• Increase the overall competency of the industry in the social care space
And here’s the twist: YOU pick the guests. Brands must be nominated to appear on the show by one of their own customers, via our hashtag #FOCS, which stands for Focus on Customer Service.
Most Recent Episode
Episode 47 - How eBay Brings The Shopping Experience to Social Media
< 1 day ago
eBay, the online marketplace, is in a unique position: It sells billions of dollars of merchandise each year, but none of it is their own. So when customers reach out on social media, they are either buyers or sellers on the platform, and eBay stands in the middle.
“We can't be too biased on the buyer side and we can't be too heavy on the seller side,” says Dallen McKee, Global Social Media Customer Care Team Leader at eBay. “We have to create a good experience for both.”
Here are the key moments in the episode and where to find them:
1:36 Dallen shares eBay’s core philosophy toward social customer care
4:40 How eBay gains product insights from social media listening
8:36 How customer feedback has become ingrained into eBay’s culture
12:56 Balancing the need of eBay’s buyers and sellers in social media
17:26 Dallen describes the new eBay ShopBot on Facebook Messenger
18:25 How eBay decides which platforms to be on from a social care perspective
22:13 The sales pitch to executives about increasing customer service volume in social media
27:21 Dallen’s top learnings from working in social customer care
Rated 5 out of
THE Show For Customer Service in Social Media
Date published: 2016-03-01