Comments on: Keeping track of customer conversations on Twitter http://livehelpdesks.com/2009/12/03/keeping-track-of-customer-conversations-on-twitter/ Help Desk Software Directory, Blog And More Sat, 31 Jul 2010 09:41:03 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: Colleen Wilson http://livehelpdesks.com/2009/12/03/keeping-track-of-customer-conversations-on-twitter/comment-page-1/#comment-3489 Colleen Wilson Mon, 07 Dec 2009 17:13:37 +0000 http://livehelpdesks.com/?p=300#comment-3489 As long as Twitter is popular with your existing or potential customers, it's important for customer service to use it. But Twitter alone is not enough. You still need a knowledge base and ticketing system... one that incorporates Twitter as well as emails and online forms as a medium of customer communications. That way you can address some issues out of the Twitter spotlight, and link to fuller more detailed KB articles with images etc. Another customer support software that has recently implemented Twitter integration is <a href="http://www.helpconnection.net/twitter-help-desk.aspx" title="Social Networking Customer Service Software System and Help Desk" rel="nofollow">HelpConnection.NET</a>. Hosted or purchase. Online demo and free trial version available. As long as Twitter is popular with your existing or potential customers, it’s important for customer service to use it. But Twitter alone is not enough. You still need a knowledge base and ticketing system… one that incorporates Twitter as well as emails and online forms as a medium of customer communications. That way you can address some issues out of the Twitter spotlight, and link to fuller more detailed KB articles with images etc.

Another customer support software that has recently implemented Twitter integration is HelpConnection.NET.

Hosted or purchase. Online demo and free trial version available.

]]> By: Justin http://livehelpdesks.com/2009/12/03/keeping-track-of-customer-conversations-on-twitter/comment-page-1/#comment-3468 Justin Fri, 04 Dec 2009 13:35:11 +0000 http://livehelpdesks.com/?p=300#comment-3468 It comes without saying that any externally facing customer service or technical support organization can no longer ignore the many different support channels. As you mention, in this post and the last, at the very least a company should be monitoring the various networks to stay on top of the communications that are occurring about them. The next logical step is integrating these numerous outlets into your organization so that you can now be proactive and responsive to the community, making it a more "one-to-many" relationship. The way customers interact with companies is changing on a daily basis. Yes, the phone is still the number one form of communication, but look at the growing trend of chat, social networks, and even text. Organizations that fail to realize this will fall behind, and their "communities," whether they are end-user drive or company organized, will leave them behind. Another company that has made significant strides in helping support organizations to manage the social network communications is salesforce.com. The ServiceCloud2 product and their newly announced Chatter product are a true understanding for the new types of communication customers want to have with companies, which is the most important thing to be aware of. It comes without saying that any externally facing customer service or technical support organization can no longer ignore the many different support channels. As you mention, in this post and the last, at the very least a company should be monitoring the various networks to stay on top of the communications that are occurring about them. The next logical step is integrating these numerous outlets into your organization so that you can now be proactive and responsive to the community, making it a more “one-to-many” relationship. The way customers interact with companies is changing on a daily basis. Yes, the phone is still the number one form of communication, but look at the growing trend of chat, social networks, and even text. Organizations that fail to realize this will fall behind, and their “communities,” whether they are end-user drive or company organized, will leave them behind.

Another company that has made significant strides in helping support organizations to manage the social network communications is salesforce.com. The ServiceCloud2 product and their newly announced Chatter product are a true understanding for the new types of communication customers want to have with companies, which is the most important thing to be aware of.

]]> By: uberVU - social comments http://livehelpdesks.com/2009/12/03/keeping-track-of-customer-conversations-on-twitter/comment-page-1/#comment-3466 uberVU - social comments Fri, 04 Dec 2009 05:31:15 +0000 http://livehelpdesks.com/?p=300#comment-3466 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by ServiceSphere2: RT @livehelpdesks: Keeping track of customer conversations on Twitter - integrate in customer support software http://bit.ly/4qHOBg... Social comments and analytics for this post…

This post was mentioned on Twitter by ServiceSphere2: RT @livehelpdesks: Keeping track of customer conversations on Twitter – integrate in customer support software http://bit.ly/4qHOBg…

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