Engagement through Customer Service: Your Contact Center and Social Media

TOPIC QUESTIONS

Q1) When should customer service engage with consumers using social media?

Q2) How can contact centers scale to meet the demands of social media?

Q3) How can you determine if Customer Service is being effective with social media?

Event Details

Event Date:
2010-01-05
Event Time:
12PM - 1 PM EST

Participants:
72
Tweets:
742

Embed:

Moderator

Shashi Bellamkonda

twitter: @shashib

web: http://blog.networksolutions.com

BIO: Shashi Bellamkonda works at the heart of Web hosting company, Network Solutions, as their first-ever 'Social Media Swami' (Director �Social Media) . In this leadership role he has helped Network Solutions aggressively move into the online space to actively listen to and interact with its customers. This push paid off when Network Solutions won the 2008 SNCR Excellence in New Communications Award for Online Reputation Management and the 2009 a Gol ...more

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30 mins until #socialmedia chat w/ Network Solution's SM chief @shashib on engagement through Customer Service http://bit.ly/MLEP7 use #sm41
Posted by: @jasonbreed - 01/05/2010 09:30:47 AM
RT @plevy: RT @adfig: RT @hjarche: "the true value of networking - sharing tacit knowledge" http://is.gd/5MNrw #socialmedia #KM
Posted by: @volneyf - 01/05/2010 09:30:51 AM
RT @bsak reading: does the distinction between online and offline still matter? http://bit.ly/89r5of #web #socialmedia
Posted by: @RTsocialmedia - 01/05/2010 09:30:52 AM
RT @AmandaSena: Top 20 #socialmedia stories of 2009. Makes sense to me! http://bit.ly/6b1Eqg #li
Posted by: @Emily_Howard - 01/05/2010 09:30:53 AM
30 mins until #socialmedia chat w/ Network Solution's SM chief @shashib on engagement through Customer Service http://bit.ly/MLEP7 use #sm41
Posted by: @jasonbreed - 01/05/2010 09:31:47 AM
RT @plevy: RT @adfig: RT @hjarche: "the true value of networking - sharing tacit knowledge" http://is.gd/5MNrw #socialmedia #KM
Posted by: @volneyf - 01/05/2010 09:31:47 AM
RT @bsak reading: does the distinction between online and offline still matter? http://bit.ly/89r5of #web #socialmedia
Posted by: @RTsocialmedia - 01/05/2010 09:31:47 AM
Looking For Extra Income ? RT THIS http://bit.ly/232gim #internetmarketing #socialmedia
Posted by: @savvypromoter - 01/05/2010 09:32:48 AM
Looking For Extra Income ? RT THIS http://bit.ly/232gim #internetmarketing #socialmedia
Posted by: @savvyinvest - 01/05/2010 09:32:48 AM
Does anyone out there truly make money through only #SocialMedia ??? Its part of my job, but I want to know who's job is to Tweet???
Posted by: @CaptureThe_Flag - 01/05/2010 09:32:48 AM
Now's the time for the #CCTR to be an active participant in #socialmedia. Join Aspect in #UCWorld for 1/7 webcast http://bit.ly/60jLRY
Posted by: @AspectUC - 01/05/2010 09:32:48 AM
The TSA's Intimidation Of Bloggers Over Leaked Security Rules Is A Disgrace http://ow.ly/SZpe #blogging #media #socialmedia
Posted by: @SoSoulfull - 01/05/2010 09:33:49 AM
"I bore of your analog attitude" (http://bit.ly/Qd30Y). Classic #socialmedia guru video.
Posted by: @geoffgolberg - 01/05/2010 09:33:50 AM
RT @lucianasabbag: Chegou a hora: ou nosso trabalho será valorizadíssimo ou perderemos todos os nossos clientes. #socialmedia #bbb
Posted by: @thaispontes - 01/05/2010 09:34:51 AM
@marcoooooo @vikmem @wsiemkt 16 social media guidelines used by real companies http://bit.ly/6UveJE from #socialmedia
Posted by: @Marcoooooo - 01/05/2010 09:34:51 AM
The TSA's Intimidation Of Bloggers Over Leaked Security Rules Is A Disgrace http://ow.ly/SZpe #blogging #media #socialmedia
Posted by: @SoSoulfull - 01/05/2010 09:34:51 AM
RT @bigfuel: Which brands dominate social media? Apple is one. . . http://ow.ly/SK1O #socialmedia
Posted by: @ZoeAddisonn - 01/05/2010 09:35:52 AM
RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @kiarapesante - 01/05/2010 09:36:52 AM
http://bit.ly/4P7DnG College from scratch - Scratch Wiki #marketing #socialmedia
Posted by: @twizine - 01/05/2010 09:36:52 AM
RT @SoSoulfull: The TSA's Intimidation Of Bloggers Over Leaked Security Rules Is A Disgrace http://ow.ly/SZpe #blogging #media #socialmedia
Posted by: @tiology - 01/05/2010 09:36:52 AM
Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @webaddict - 01/05/2010 09:36:52 AM
@sharonmostyn - Thanks, just MHO ... there's a battle between relevance and being relatable. cc @jaybaer @marijean #socialmedia
Posted by: @rorycarlyle - 01/05/2010 09:37:53 AM
Already! RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @trueva - 01/05/2010 09:37:53 AM
The 100 Most Social Brands of 2009 - http://bit.ly/5xgg31 #SocialMedia (via @mashable) #fb
Posted by: @TWT_interactive - 01/05/2010 09:37:53 AM
This is what I like...Way to go Pepsi...now you are in the game! http://bit.ly/4AOd2B #Pepsi #SocialMedia
Posted by: @DemetriosDallis - 01/05/2010 09:37:54 AM
RT @iandavmcg: A look at the effectiveness of #socialmedia #marketing http://bit.ly/8GJdNI RT @PAdamsNY
Posted by: @espyer - 01/05/2010 09:37:54 AM
Social Media should be called Dynamic Media http://bit.ly/7D4dma (via @Aerocles) #socialmedia
Posted by: @DigitalWoman - 01/05/2010 09:37:54 AM
5FT TNT BLOG: 1st #SocialMedia News of the yr feat. #Foursquare, #AT&TFail, the proper way to say 2010, & more! http://bit.ly/5Nq6xW
Posted by: @5ftdynamite - 01/05/2010 09:38:55 AM
at Noon we will be talking about “Engagement through Customer Service”. Please follow hashtags #sm41 and #socialmedia http://bit.ly/6FWb7X
Posted by: @shashib - 01/05/2010 09:38:55 AM
RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @techminovi - 01/05/2010 09:38:55 AM
@sharonmostyn - Thanks, just MHO ... there's a battle between relevance and being relatable. cc @jaybaer @marijean #socialmedia
Posted by: @rorycarlyle - 01/05/2010 09:38:55 AM
Already! RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @trueva - 01/05/2010 09:38:55 AM
The 100 Most Social Brands of 2009 - http://bit.ly/5xgg31 #SocialMedia (via @mashable) #fb
Posted by: @TWT_interactive - 01/05/2010 09:38:55 AM
Interesting ? & a good read...RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @busterratliff - 01/05/2010 09:39:57 AM
RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @vinceblackham - 01/05/2010 09:39:58 AM
Interesting ? & a good read...RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @busterratliff - 01/05/2010 09:40:56 AM
A thought... In 2010 we'll stop defining Social Media in Presentation Decks. Its time to SHOW not Tell. #socialmedia #2010
Posted by: @audiencemachine - 01/05/2010 09:41:57 AM
Social Media erzwingt ein Umdenken - zuerst geben, dann nehmen: http://ow.ly/SV04 #socialmedia (via @corporatequelle)
Posted by: @Brenneisen - 01/05/2010 09:41:57 AM
RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search
Posted by: @Im4tun8 - 01/05/2010 09:43:01 AM
4 Steps for Effective Online Networking - mashable http://bit.ly/77DFqu #socialmedia
Posted by: @bsak - 01/05/2010 09:43:59 AM
Five examples of innovation with #Twitter http://bit.ly/75rWRK via @jangles @Avinio #SocialMedia
Posted by: @lifePR - 01/05/2010 09:43:59 AM
Question : Twitter Poll: Is socially acceptable to curse like a sailor on social media - YES or NO ? #yyc #question #socialmedia
Posted by: @ajproc - 01/05/2010 09:43:59 AM
RT @mashable 100 Most Social Brands of '09 http://ow.ly/SZC7 < How do rankings correlate w/customer sat, revenue, & profits? #socialmedia
Posted by: @sanchezjb - 01/05/2010 09:45:00 AM
LOVE the term #dynamicmedia! RT @Aerocles: Agree or Disagree - "There's No Such Thing As #SocialMedia" http://ow.ly/SZD4
Posted by: @Kelly_Growley - 01/05/2010 09:46:02 AM
discussion on “Engagement through Customer Service” join at noon EST by following #sm41
Posted by: @summerjoy - 01/05/2010 09:48:04 AM
Create a Social Website in 2 Minutes - http://su.pr/28v5wR #socialmedia #design #webdesign #socialnetworking
Posted by: @ImJoePerez - 01/05/2010 09:48:04 AM
#socialmedia Anyone have any tips on effective e-blasts? It's our primary #marketing tool and we want to do this effectively.
Posted by: @TheChefUpstairs - 01/05/2010 09:50:08 AM
We're about 5 minutes away from todays #socialmedia tweetchat with @shashib topic: “Engagement through Customer Service”. #sm41
Posted by: @Marc_Meyer - 01/05/2010 09:52:08 AM
RT @jasonbreed: 10 mins until #socialmedia chat w/ Ntwrk Solution's SM chief @shashib on enggmnt thru Cust Service http://bit.ly/MLEP7 #sm41
Posted by: @elhoust - 01/05/2010 09:52:08 AM
@bengarvey True, creating a #SM "persona" is most important. DM email 4 copy of Your Brand Is Your Personal Package #socialmedia
Posted by: @packagingdiva - 01/05/2010 09:52:08 AM

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Moderator

at Noon we will be talking about “Engagement through Customer Service”. Please follow hashtags #sm41 and #socialmedia http://bit.ly/6FWb7X

Hello! My Name is Shashi Bellamkonda the Social Media Swami for Network Solutions. It’s a pleasure to be the moderator for today #sm41

Thank you for the folks who are joining and looking forward to a great conversation #sm41 #socialmedia

Today we will be talking about “Engagement through Customer Service”. Please follow hastags #sm41 and #socialmedia and join

Hello! My Name is Shashi Bellamkonda the Social Media Swami for Network Solutions. It’s a pleasure to be the moderator for today #sm41

Lets start with the first question (Q1) When should customer service engage with consumers using social media? #sm41 #socialmedia

Thank you for the folks who are joining and looking forward to a great conversation #sm41 #socialmedia

Today we will be talking about “Engagement through Customer Service”. Please follow hastags #sm41 and #socialmedia and join

Lets start with the first question (Q1) When should customer service engage with consumers using social media? #sm41 #socialmedia

Just a note using the tag #sm41 will suffice to be part of the chat #sm41

RT @Marc_Meyer: @bdresher Resolutions do not need to be transparent just the happy outcomes #sm41

Just a note using the tag #sm41 will suffice to be part of the chat #sm41

RT @Marc_Meyer: @bdresher Resolutions do not need to be transparent just the happy outcomes #sm41

We are talking about “Engagement through Customer Service”. Please use fhastag #sm41 to follow and join

Getting ready for 2nd question in chat "Engagement through Customer Service" #sm41 http://bit.ly/6VCtv0

@jsandford #sm41 in our experience we have seen more genuine calls for help and most are positively resolved.

Ok Here is #sm41Q2: How can contact centers scale to meet the demands of social media? please follow hastag #sm41 http://bit.ly/6VCtv0

RT @jasonbreed: Great convo happening now w/@shashib on #socialmedia & customer care! Follow #sm41

In a service industry folks not going to say - yeah company xyz I have power for all 365 days but if power goes down !!! #sm41

RT @comcastcares: @CoryOBrien We split duties for PR, Customer Service and Marketing, but we all talk constantly #SM41

In a service industry folks not going to say - yeah company xyz I have power for all 365 days but if power goes down !!! #sm41

RT @comcastcares: @CoryOBrien We split duties for PR, Customer Service and Marketing, but we all talk constantly #SM41

@andrewmueller completely agree that all engagement in social media is a opportunity #sm41

We are discussing - How can contact centers scale to meet the demands of social media? please follow hastag #sm41

@andrewmueller completely agree that all engagement in social media is a opportunity #sm41

We are discussing - How can contact centers scale to meet the demands of social media? please follow hastag #sm41

Exciting great points here- now on to Q3) How can you determine if Customer Service is being effective with social media? #sm41

By the way folks our @netsolcares team is also here on Twitter - pls say hello #sm41

discussing in this tweeetchat Q3) How can you determine if Customer Service is being effective with social media? #sm41

@wileyccoyote sometimes you don't hear back from many brands here from the tweets that I see everyday #sm41

@sharonmostyn @bdresher #sm41 during my Network Solutions CS daysI helped a customer for long time making her Bruce Lee fan site perfect

I like that RT @andrewmueller: Ask a simple Q at end of each interaction what 3 words come to mind of ur experience today?;#sm41

@sharonmostyn Are you a Bruce lee fan too ! LOL :) #sm41

Thanks everyone specially @marc_meyer @jasonbreed for a great #sm41 Looking forward to sending the archive to peeps who missed it #sm41

@tedi @elhoust @TobyDiva @sharonmostyn @miavallo @netsolcares @Marc_Meyer @jasonbreed @EdHartigan @AndrewMueller Thanks for #sm41

@bdresher @LeeAnne_Orange @wileyccoyote @JasonMMurphy @drnatalie @chriswidner @CraigKessler @TaxTimeLLC @eknoch @techguerilla Thanks #sm41

@tedi @elhoust @TobyDiva @sharonmostyn @miavallo @netsolcares @Marc_Meyer @jasonbreed @EdHartigan @AndrewMueller Thanks for #sm41

@rituparn @tedi @JDEbberly @eamcc @smurdoff @eamcc @lbbinc @clickwisdom @newpr @comcastcares @mikeschaffer Thanks for #sm41

@bdresher @LeeAnne_Orange @wileyccoyote @JasonMMurphy @drnatalie @chriswidner @CraigKessler @TaxTimeLLC @eknoch @techguerilla Thanks #sm41

@rituparn @tedi @JDEbberly @eamcc @smurdoff @eamcc @lbbinc @clickwisdom @newpr @comcastcares @mikeschaffer Thanks for #sm41

@kikilitalien @3ScreenTV @rajmalikdc @digitalsista @chriswidner @KathyHerrmann @ajmunn @tedi @ovrex @shinng @mjayliebs Thanks for #sm41