On Air: 02:00 - 03:00 EST (GMT-5)
Monday, January 27th, 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.
Lead IT Trainer, Zero-Email™ Ambassador, Business Social Network Evangelist, Cloud Community Member at Atos International
Antonio is a Social Media Explorer and Researcher, Lifelong learner, World Citizen, Great Cooking Skills, with a passion for life. He is also an IT Trainer, Zero-Email™ Ambassador and Business Social Network Evangelist / Cloud Community Member. Antonio has experience on Global Organisations and transition projects, building teams and work environments to achieve high levels of performance, and customer satisfaction.
VP of Community at eModeration
With degrees in programming and web development, Blaise started his career in community management in 2001 and has worked with global brands, startups and charities in fields such as videogaming, social networking, pharmaceutical, broadcasting, publishing and ISPs. Blaise has worked as Head of Communities and Social Media at National Magazines, Hearst Digital and Webjam before coming to eModeration, where he heads up the social media marketing and community management teams.
Community Coordinator APAC at HootSuite
David builds HootSuite’s community in Australia and New Zealand. As a passionate connector, he brings like minded people together and shares success stories. You can also find him watching sports highlights, dreaming about travel or explaining where his accent is from.
Co-Founder and Co-Owner at Cooking Lisbon
Luís Lopes is the Co-Founder and Co-Owner of Cooking Lisbon in Portugal. Worked in Courier Services, Book Editors, Tourism & Leisure, Logistics and Training sector’s activity has marketing manager. During the last 4 years developed blogs and developed Digital Marketing Strategies specially for Tourism and Leisure.
Community Manager at ALD Automotive
Sebastiaan has experience with coaching, learning and development. He has a passion for connecting people and making them work together to achieve amazing things. Sebastiaan also has a passion for life, design and music. He loves kitesurfing and sport challenges. You can also find him on his bike.
Connect with Sebastiaan on Twitter at @smathiass.
- What are the challenges to community managers when providing services to international communities?
- How important is being multi-lingual when providing services to international communities?
- Is it important to deliver a 24/7 service providing services to international communities?
- How do you determine which platforms to be on when working with international communities?
- How do you measure and manage metrics for international communities?
- How do you prevent a global crisis when working with an international community?
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