Session 408: Support Everywhere: Adapting Technical Support for Social Customer Care


Thursday, April 12 at 10:15 AM

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Customer expectations are changing. There are more social media channels than ever before, and your customers expect you to be present on all of them. But to protect your reputation and make meaningful connections, you'll need to be more than just present. It takes a concerted effort between your technical support and marketing teams to cover all the bases. This session shows you how interactions that come after the marketing campaign are just as important as what happens before the sale. From small beginnings to becoming a recognized leader in multi-channel technical support, learn how to best create and evolve a social customer care team

Andrea Silas

VP, Technical Support
DreamHost

As VP of Technical Support at DreamHost, a web hosting company, Andrea's main focus is providing 24/7 support through various channels including email, Live Chat, and social media. Through evolutionary restructuring, Andrea has created a Professional Services group and a Social Support team to handle an increasingly connected and technical customer base. Under her direction, DreamHost is constantly recognized for its forward thinking-approach to providing cross-channel support.