As the volume of social media mentions continues to grow each year, most brands struggle to keep their heads above water, responding only to a small percentage of mentions on their owned social pages – never proactively getting to the earned mentions – an untapped goldmine.
What You'll Learn
- Achieve fast response times
- Increase response rates
- Use AI to identify and remove non-actionable posts from the queue
- Use AI to prioritize the engageable mentions
- Use automation to route each post to the right team members
- Train agents to spot a post that is a potential brand crisis
- Decode the voice of the customer in the social media space using text analytics
About The Speakers
Lauren Kindzierski
VP of Marketing, HGS
As an early adaptor to social media, Lauren brings with her over 15 years of social media marketing, customer care, and innovation experience. She is actively involved in designing, building, and driving the HGS EPIC social media engagement solution for HGS clients. In 2016, Lauren received a Silver Stevie Award for Women in Business – Executive of the Year. In 2014, Lauren was ranked 39 out of the Top 100 customer experience influencers in a report published by Onalytica. Her accomplishments have also been featured on WDIV Local 4 News Detroit, CRM Magazine, Multichannel Merchant, and other industry publications.
Email her at lauren.kindzierski@teamhgs.com or at linkedin.com/in/laurenkindzierski.
Amanda Sternquist
Director of Social Care Practice
Amanda leads the strategy and execution of the HGS EPIC Social Care operations around the globe. She plays a critical role in making sure that HGS clients are industry leaders in social media customer care and fosters collaboration between clients and social care vendors to design and implement cutting edge technologies – such as social ORM, social marketing, mobile, chat, SMS, AI, RPA, and analytics. Amanda brings with her almost two decades of social media marketing, customer care, and innovation experience in the customer service industry.
Email her at amanda.sternquist@teamhgs.com or at linkedin.com/in/amandasternquist.
Upcoming Webinars