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


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  Embed:
Moderator
Shashi_Bellamkonda.jpg
Shashi Bellamkonda
twitter:
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
Filter out Re-tweets
  • In #socialmedia you are rewarded for being positive & generous.
    Posted by: - 01/05/2010 11:29:47 AM
  • #Socialmedia blitz for missing Utah Mom Susan Powell hits wall on YouTube as comments disabled http://ow.ly/T1N0
    Posted by: - 01/05/2010 11:29:45 AM
  • Jeanne just sent me link 2 FREE 1st chapter BEST OF #customerexperience #customerservice bk #SCRM #sm41 http://bit.ly/7jYow1 DOWNLOAD IT
    Posted by: - 01/05/2010 11:28:42 AM
  • Right. And not only relying on fixing at point of noise. Learn from it yes. #sm41
    Posted by: - 01/05/2010 11:25:43 AM
  • Check out TwitterZing! It's a new Social Networking Service. http://bit.ly/6f6w8n #socialmedia #twitter #smallbusiness
    Posted by: - 01/05/2010 11:25:42 AM
  • RT : every Customer is priority, otherwise you are not doing it for Customer Serv but instead PR. #SM41
    Posted by: - 01/05/2010 11:25:41 AM
  • Sorry for the onslaught of donation tweets but I head up donations for DD school fundraiser- If you can help @ or DM me. #socialmedia
    Posted by: - 01/05/2010 11:25:40 AM
  • Basically, we guess/theorize. Then we test. Tweak failures and add new ideas from feedback. Rinse and repeat. #sm41
    Posted by: - 01/05/2010 11:24:41 AM
  • #SocialMedia don'ts: Diss your basketball teammates on Twitter. Via #Finnish http://bit.ly/7TdUMX
    Posted by: - 01/05/2010 11:24:41 AM
  • A thought... In 2010 Research on Social Media will be the most commonly produced Product in Social Media #socialmedia #2010
    Posted by: - 01/05/2010 11:24:41 AM
  • We are not always right. Things do not always work as planned. Hence the need for feedback to learn from users. #sm41
    Posted by: - 01/05/2010 11:24:41 AM
  • RT : #Facebook Turns to the Crowd to Eradicate Offensive Content http://bit.ly/5Xm4cv #SocialMedia
    Posted by: - 01/05/2010 11:24:41 AM
  • Thanks for allowing me to tag along! It was a great conversation! #sm41
    Posted by: - 01/05/2010 11:24:41 AM
  • Right. In theory. But from experience this is not always done in practice. CS is important part of it #sm41
    Posted by: - 01/05/2010 11:24:41 AM
  • Right. And not only relying on fixing at point of noise. Learn from it yes. #sm41
    Posted by: - 01/05/2010 11:24:39 AM
  • הכנו×Ŗ לפוהט החדש של זוה×Ø: Why Facebook and LinkedIn are Good for Your Business http://bit.ly/84EYDH /by | #socialmedia #smm
    Posted by: - 01/05/2010 11:23:51 AM
  • Learn why #socialmedia tools are becoming more important for #customerservice in the webinar this Thursday http://bit.ly/60jLRY
    Posted by: - 01/05/2010 11:23:51 AM
  • Franchises use social media to create local buzz http://sbne.ws/r/3AHi #buzzmarketing #franchising #socialmedia
    Posted by: - 01/05/2010 11:23:51 AM
  • #Facebook Turns to the Crowd to Eradicate Offensive Content http://bit.ly/5Xm4cv #SocialMedia
    Posted by: - 01/05/2010 11:23:51 AM
  • RT : RT : Ihre Kunden nutzen bereits Social Media. Sie auch? #socialmedia #B2B http://bit.ly/6da6Ot
    Posted by: - 01/05/2010 11:23:51 AM
  • Right. In theory. But from experience this is not always done in practice. CS is important part of it #sm41
    Posted by: - 01/05/2010 11:23:50 AM
  • We are not always right. Things do not always work as planned. Hence the need for feedback to learn from users. #sm41
    Posted by: - 01/05/2010 11:23:49 AM
  • RT : #Facebook Turns to the Crowd to Eradicate Offensive Content http://bit.ly/5Xm4cv #SocialMedia
    Posted by: - 01/05/2010 11:23:49 AM
  • Thanks for allowing me to tag along! It was a great conversation! #sm41
    Posted by: - 01/05/2010 11:23:49 AM
  • #SocialMedia don'ts: Diss your basketball teammates on Twitter. Via #Finnish http://bit.ly/7TdUMX
    Posted by: - 01/05/2010 11:23:48 AM
  • A thought... In 2010 Research on Social Media will be the most commonly produced Product in Social Media #socialmedia #2010
    Posted by: - 01/05/2010 11:23:48 AM
  • Basically, we guess/theorize. Then we test. Tweak failures and add new ideas from feedback. Rinse and repeat. #sm41
    Posted by: - 01/05/2010 11:23:47 AM
  • would also include IR as a key stakeholder #sm41
    Posted by: - 01/05/2010 11:22:37 AM
  • You don't think for customer once. It's continual process Come sout of CS, monitoring SM & feedback from internal #sm41
    Posted by: - 01/05/2010 11:22:37 AM
  • Franchises use social media to create local buzz http://sbne.ws/r/3AHi #buzzmarketing #franchising #socialmedia
    Posted by: - 01/05/2010 11:22:36 AM
  • #Facebook Turns to the Crowd to Eradicate Offensive Content http://bit.ly/5Xm4cv #SocialMedia
    Posted by: - 01/05/2010 11:22:36 AM
  • RT : RT : Ihre Kunden nutzen bereits Social Media. Sie auch? #socialmedia #B2B http://bit.ly/6da6Ot
    Posted by: - 01/05/2010 11:22:36 AM
  • I think that gets back to viewing customer service as customer advocates instead. Being proactive instead of reactive. #sm41
    Posted by: - 01/05/2010 11:21:35 AM
  • We can't think for customers and we can't let customers think for us. Both sides need to think. It's a 2 way street. #sm41
    Posted by: - 01/05/2010 11:21:35 AM
  • Check out this interesting short read: 10 Ways to Get Serious About Social Media - http://ow.ly/T1Ls #socialmedia #twitter #facebook #fb
    Posted by: - 01/05/2010 11:21:35 AM
  • RT : Fitting conclusion to #sm41 RT : 46 minutes on hold- person answers, 1st thing they say is "Please hold." Brilliance
    Posted by: - 01/05/2010 11:21:35 AM
  • 2010: Year of Social CRM http://bit.ly/5JG7cB #sCRM #PR #socialmedia #marketing #CMO #CIO #CRM #CTO
    Posted by: - 01/05/2010 11:20:36 AM
  • Free Webinar to Focus on Social Media | Practical eCommerce http://bit.ly/5dOz7J #socialmedia
    Posted by: - 01/05/2010 11:20:36 AM
  • RT : http://2big.at/y8i - 'Warum ich #Twitter mag' #Comic #SocialMedia #Kommunikation2.0
    Posted by: - 01/05/2010 11:20:36 AM
  • Check out this interesting short read: 10 Ways to Get Serious About Social Media - http://ow.ly/T1Ls #socialmedia #twitter #facebook #fb
    Posted by: - 01/05/2010 11:20:35 AM
  • RT : Fitting conclusion to #sm41 RT : 46 minutes on hold- person answers, 1st thing they say is "Please hold." Brilliance
    Posted by: - 01/05/2010 11:20:35 AM
  • Grab it before it's saturated. Brand-new idea, very clean video insructions. #onlinebiz #Socialmedia http://bit.ly/VKqd9
    Posted by: - 01/05/2010 11:19:36 AM
  • Great article on #socialmedia use in franchise based companies..http://bit.ly/7qT9tl
    Posted by: - 01/05/2010 11:19:36 AM
  • RT : Good morning - thanks for helping us with the #socialmedia blitz to #findsusan!
    Posted by: - 01/05/2010 11:19:36 AM
  • Why Going Social Can Make or Break the Automotive Industry http://bit.ly/6HKvG1 #socmed #socialmedia #SMM
    Posted by: - 01/05/2010 11:17:44 AM
  • Modems ... endless fields of modems, where spam is grown. http://ubergeek.tv/article.php?pid=88 #socialmedia #spam
    Posted by: - 01/05/2010 11:17:42 AM
  • to clarify. Being there for customer essential. However better if we ensured fewer problems occurred. cont.. #sm41
    Posted by: - 01/05/2010 11:17:40 AM
  • Ditto! RT : And a special thanks all you smart folks who made this a great chat (too many to mention by name)! #sm41
    Posted by: - 01/05/2010 11:14:28 AM
  • Social Media Today | 10 Ways to Get Serious About #SocialMedia http://ow.ly/T1FB #some
    Posted by: - 01/05/2010 11:14:28 AM
  • RT : SEO Tips for Smarter Social Media - http://bit.ly/5yC7df #seo #marketing #socialmedia
    Posted by: - 01/05/2010 11:14:28 AM
    • Load 20 More
Moderator
Thanks everyone specially for a great #sm41 Looking forward to sending the archive to peeps who missed it #sm41
Thanks everyone specially for a great #sm41 Looking forward to sending the archive to peeps who missed it #sm41
Are you a Bruce lee fan too ! LOL :) #sm41
I like that RT : Ask a simple Q at end of each interaction what 3 words come to mind of ur experience today?;#sm41
#sm41 during my Network Solutions CS daysI helped a customer for long time making her Bruce Lee fan site perfect
sometimes you don't hear back from many brands here from the tweets that I see everyday #sm41
sometimes you don't hear back from many brands here from the tweets that I see everyday #sm41
discussing in this tweeetchat Q3) How can you determine if Customer Service is being effective with social media? #sm41
By the way folks our team is also here on Twitter - pls say hello #sm41
By the way folks our team is also here on Twitter - pls say hello #sm41
Exciting great points here- now on to Q3) How can you determine if Customer Service is being effective with social media? #sm41
We are discussing - How can contact centers scale to meet the demands of social media? please follow hastag #sm41
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
completely agree that all engagement in social media is a opportunity #sm41
RT : 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 : 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 : Great convo happening now w/ on #socialmedia & customer care! Follow #sm41
Ok Here is #sm41Q2: How can contact centers scale to meet the demands of social media? please follow hastag #sm41 http://bit.ly/6VCtv0
Ok Here is #sm41Q2: How can contact centers scale to meet the demands of social media? please follow hastag #sm41 http://bit.ly/6VCtv0
#sm41 in our experience we have seen more genuine calls for help and most are positively resolved.
#sm41 in our experience we have seen more genuine calls for help and most are positively resolved.
Getting ready for 2nd question in chat "Engagement through Customer Service" #sm41 http://bit.ly/6VCtv0
Getting ready for 2nd question in chat "Engagement through Customer Service" #sm41 http://bit.ly/6VCtv0
We are talking about ā€œEngagement through Customer Serviceā€. Please use fhastag #sm41 to follow and join
RT : 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 : 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
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 ā€œEngagement through Customer Serviceā€. 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
Hello! My Name is Shashi Bellamkonda the Social Media Swami for Network Solutions. Itā€™s a pleasure to be the moderator for today #sm41
Today we will be talking about ā€œEngagement through Customer Serviceā€. Please follow hastags #sm41 and #socialmedia and join
Thank you for the folks who are joining and looking forward to a great conversation #sm41 #socialmedia
Hello! My Name is Shashi Bellamkonda the Social Media Swami for Network Solutions. Itā€™s a pleasure to be the moderator for today #sm41
at Noon we will be talking about ā€œEngagement through Customer Serviceā€. Please follow hashtags #sm41 and #socialmedia http://bit.ly/6FWb7X