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Streamed live on Jan 26, 2014
A few years ago we had two main forms of contact for a company: picking up the phone or filling out a form on a website. For the brand, this was quite an easy job with only two channels to answer and monitor. The service was provided in all languages, but the support team was using only English to communicate between the team.
Today the scenarios for similar services have changed for better. Especially from a customer perspective. They can now use multiple platforms, not only to ask for help but also to complain. They can choose the best time for them, instead of being limited by the service working hours.
In this panel, we'll discuss the challenges for Community Managers who need to provide services at a global level and how they have become more interesting and require more effort than before.