#LWConf Calling Social Services, LIVE: Mat Braddy, CMO, #JustEat

Mat Braddy is covering social media and how to deal with negative messages via social media and how to deal with customer service when your operation has a lot of moving parts and very vocal consumers.  One of the key points is to respond quickly, if the complaint becomes a stream it can damage your FB wall and Twitter feed. 

Some Key points raised in the presentation:

• Customers tend to come to your wall on Facebook to express pain when other channels have failed
• Stream your customer complaints from twitter to distinguish true problems and actively deal with them
• Have a dedicated customer service team rather than multitasking phone operatives.  Team should report to Customer service and not marketing
• Positive marketing messages into the social sphere can move the agenda on rapidly
• Have a team watching in real time, respond to your customers quickly and cut any negative comments in the bud

Visit our website for more information or email samantha.graves@terrapinn.com for the full presentation, great presentation Mat!