Managing Customer Care During Viral Spikes

Presented by

Dave Evans - VP, Social Strategy at Khoros

About this talk

Your customers have limited patience for disruptions to their experience with your brand—no matter what kind of viral moment your brand might be experiencing. Is your customer service team equipped to handle a viral moment-induced volume spike? Thinking through the logistically complex days of a spike in activity will positively impact your brand’s reputation. In this 40-minute webinar you will learn: - How to define what a viral moment is and isn’t - Learn what factors you can control in a viral moment and how - What happens when non-viral moment related customers experience delays - How tools like Khoros can help monitor and control the impact of a spike in volume

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Khoros, formerly Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs, accelerating sales, loyalty, and innovation. With 2,000+ customers and 10 offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.