Communications – Social Customer Care – CenterPoint – Webinar Summary – 2017

After recognizing a rising demand for customer care via social media, CenterPoint Energy transformed its social media strategy by integrating it with internal customer care software. The company’s social media team monitors social media using Oracle’s Social Relationship Management platform, and agents are empowered to solve customer complaints on social media.

Steve Waters, Digital Marketing and Automation Supervisor at CenterPoint Energy, discussed the company’s efforts during a 2017 Chartwell webinar.