A Webinar scheduled for this Wednesday will explore “Powering Customer Support with Social Media Intelligence” with Forrester (News - Alert) Independent Research Analyst Zach Hofer-Shall. The presentation is scheduled for Wednesday, July 27 at 11:00 in the morning on the West Coast, and at 2:00 in the afternoon on the East Coast.

Register now to be sure you don’t miss it.

Certainly we’ve all seen the power of social media’s explosive growth and what it means to consumers and brands. Webinar organizers say the presentation will teach about the new ways consumers interact with companies and their expectations of engagement through social channels by way of proactive and reactive engagement.

This will include monitoring keywords and following up, which is “more or less common knowledge,” Webinar organizers say, as well as more sophisticated approaches such as identifying statistically relevant emerging patterns of conversation and taking action.

Hofer-Shall is a recognized expert on Social Intelligence, and how to use insights generated from online discussion to inform marketing and business strategy. He has been with Forrester for three years, prior to which he ran the social media strategy arm of a UK-based marketing firm, where he developed a social media monitoring tool and delivered strategic social business strategies.

His work involved building and advising on corporate blogs, planning social media marketing campaigns, developing corporate social media strategies, and driving social media monitoring and measurement initiatives.

Also presenting will be Mark Angel from KANA, who is responsible for the development of KANA's next-generation customer service platform. He oversees product management, product development, documentation, quality assurance, support and marketing. Angel has worked in the fields of customer service software, knowledge management, and search technology development for more than two decades.