We designed a course addressed to all the figures facing the online relationship with customers. The Digital Transformation process is defining new channels (touch points) through which reinforce the users’ loyalty towards a service or a brand.
This 8-hour workshop will provide an introduction to the most common form of CRM (direct message, faq, social apps, external tools) through practical tests and best practices.
Social media CRM: the fundamentals
Metrics (inbound volume, response time, response rate, sentiment, deflection)
The course will follow this agenda:
10.00 - 11-00 "Social Media Customer Care: the best practices for brands"