The challenges we face
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 and– never proactively getting to the earned mentions – an untapped goldmine of customer, prospect, brand, and product insights.
What you’ll learn in this webinar
- 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
Name
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.
Amanda Sternquist
Director of Social Care Practice
HGS
Name
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.
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Awards and recognitions
HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.
Our technology partners
About Hinduja Global Solutions (HGS)
A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.
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