Twitter As a Help Line? Have We Ever Come a Long Way
Moderating a Social Media Today webinar a few days ago on “Is Twitter the New Help Line? Improving Customer Service with Social Media” was an eye-opener, for several reasons.
Certainly, using social media to complain, praise or just talk about a company is the new norm. However, the extent to which some companies have embraced a progressive strategy in what I consider a relatively short time is impressive. Wasn’t it just yesterday that getting a response when you emailed a company was iffy, much less receiving a Tweeted response within hours, even minutes?
Congratulations to Carol Borghesi (@cborghesi) of Telus, Alex Schott (@nolaschott) of Entergy, Alyson Stone (@Alyson2) of Desk.com and Michelle Moore of Zappos (@Zappos_Service) for sharing not just their best practices for communicating with customers via social media but also the philosophy that is essential for success. Kudos to Salesforce (@salesforce) for sponsoring the webinar.
It was a pleasant experience as well to see all the people following along, offering comments and retweets via #SMTLive. The more I experience the cross-connection between live webinars and Twitter, the more it seems to heighten the experience for participants on either channel. And this comes from someone who spent years as a news reporter and editor before re-inventing in the New World of cyber-communication. (I curate www.thesocialcustomer.com and www.thecustomercollective.com for Social Media Today.)
For the webinar itself, click here. In addition, this smattering of Tweets during the live event offers some great observations.
Paul Simon is the sole proprietor of SharperContent, providing the best in content and content editing and in webinar management. He previously was a senior site curator for Social Media and a manager of the Social Media Today group on LinkedIn. He previously was content manager of Candogo.com and editor for several other online sales communities. A former bureau chief for The Associated ...
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