My 5 Takeaways for Social Media Professionals from the Customer Service Summit

The Incite Group held its 6th annual Customer Service Summit in New York last week, and as is my custom at conferences, I live-tweeted (using hashtag #INCITECS) as a form of note-taking. This makes it much easier to share my learnings later.

Much of the discussion was about customer service social media, with great case studies from brands about being proactive, handling a crisis, leveraging messaging apps (and yes, bots), and being willing to experiment.
Conversocial CEO Joshua March explained that people turn to social media for customer service because it’s easy, convenient, and mobile.But they have clear expectations of the brands they engage: