Comments on: Social Media & customer service: Are you scalable? http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/ Engage. Innovate. Discuss. Thu, 24 May 2012 11:23:46 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: uberVU - social comments http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33997 uberVU - social comments Thu, 04 Feb 2010 04:47:15 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33997 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by 2cre8: Reading: Social Media & customer service: Are you scalable? http://tinyurl.com/mmpb2a and http://tinyurl.com/nvkpqv... Social comments and analytics for this post…

This post was mentioned on Twitter by 2cre8: Reading: Social Media & customer service: Are you scalable? http://tinyurl.com/mmpb2a and http://tinyurl.com/nvkpqv...

]]> By: Twitter Trackbacks for SmartBlog On Social Media » Social Media & customer service: Are you scalable? [smartblogs.com] on Topsy.com http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33996 Twitter Trackbacks for SmartBlog On Social Media » Social Media & customer service: Are you scalable? [smartblogs.com] on Topsy.com Tue, 01 Sep 2009 23:51:10 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33996 [...] SmartBlog On Social Media » Social Media & customer service: Are you scalable? smartblogs.com/socialmedia/2009/06/08/social-media-customer-service-are-you-scalable – view page – cached There’s a running joke that you can get better customer service from @comcastcares than from your local Comcast customer service center. Over the past six months or so, that joke has become perceived reality—and the requests for help/service via Twitter have taken off. So beyond Frank Eliason’s first @comcastcares account, we now have @comcastbill @comcastbonnie @comcastgeorge, @comcastsherri, @comcaststeve, @comcastdete, @comcastkim, and @comcastscott. — From the page [...] [...] SmartBlog On Social Media » Social Media & customer service: Are you scalable? smartblogs.com/socialmedia/2009/06/08/social-media-customer-service-are-you-scalable – view page – cached There’s a running joke that you can get better customer service from @comcastcares than from your local Comcast customer service center. Over the past six months or so, that joke has become perceived reality—and the requests for help/service via Twitter have taken off. So beyond Frank Eliason’s first @comcastcares account, we now have @comcastbill @comcastbonnie @comcastgeorge, @comcastsherri, @comcaststeve, @comcastdete, @comcastkim, and @comcastscott. — From the page [...]

]]> By: Twitter Trackbacks for SmartBlog On Social Media » Social Media & customer service: Are you scalable? [smartblogs.com] on Topsy.com http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-47076 Twitter Trackbacks for SmartBlog On Social Media » Social Media & customer service: Are you scalable? [smartblogs.com] on Topsy.com Tue, 01 Sep 2009 23:51:10 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-47076 [...] SmartBlog On Social Media » Social Media & customer service: Are you scalable? smartblogs.com/socialmedia/2009/06/08/social-media-customer-service-are-you-scalable – view page – cached There’s a running joke that you can get better customer service from @comcastcares than from your local Comcast customer service center. Over the past six months or so, that joke has become perceived reality—and the requests for help/service via Twitter have taken off. So beyond Frank Eliason’s first @comcastcares account, we now have @comcastbill @comcastbonnie @comcastgeorge, @comcastsherri, @comcaststeve, @comcastdete, @comcastkim, and @comcastscott. — From the page [...] [...] SmartBlog On Social Media » Social Media & customer service: Are you scalable? smartblogs.com/socialmedia/2009/06/08/social-media-customer-service-are-you-scalable – view page – cached There’s a running joke that you can get better customer service from @comcastcares than from your local Comcast customer service center. Over the past six months or so, that joke has become perceived reality—and the requests for help/service via Twitter have taken off. So beyond Frank Eliason’s first @comcastcares account, we now have @comcastbill @comcastbonnie @comcastgeorge, @comcastsherri, @comcaststeve, @comcastdete, @comcastkim, and @comcastscott. — From the page [...]

]]> By: Sean http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33995 Sean Wed, 01 Jul 2009 22:27:21 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33995 Rob, I have just taken over a team tasked with our social media customer service efforts. Can you help me with best practices on the management of them, specifically? • Does your team continue to take calls and monitor the queue as well as focus on your social media efforts? And why do or don't they? • What metrics are used to quantify/qualify your efforts? • How do you establish goals and coach for better performance? • Have you provided your team with a job description, if so could you provide me with a copy? • And any additional nugget you could provide would be helpful. At times I feel I’m groping in the dark, trying to establish the validity not only of an effort such as this, but, that we need to segregate this team from the queue and have them focus their efforts on resolving these “cloud” issues. I’m unsure if multi-tasking (taking queue calls) is an effect way to gauge the effectiveness of an effort such as this (I’m aware they’ll need to call customers, I just think they should not be tethered to the queue). Any insight you can provide will be more than beneficial. Rob, I have just taken over a team tasked with our social media customer service efforts. Can you help me with best practices on the management of them, specifically?
• Does your team continue to take calls and monitor the queue as well as focus on your social media efforts? And why do or don't they?
• What metrics are used to quantify/qualify your efforts?
• How do you establish goals and coach for better performance?
• Have you provided your team with a job description, if so could you provide me with a copy?
• And any additional nugget you could provide would be helpful.
At times I feel I’m groping in the dark, trying to establish the validity not only of an effort such as this, but, that we need to segregate this team from the queue and have them focus their efforts on resolving these “cloud” issues. I’m unsure if multi-tasking (taking queue calls) is an effect way to gauge the effectiveness of an effort such as this (I’m aware they’ll need to call customers, I just think they should not be tethered to the queue). Any insight you can provide will be more than beneficial.

]]> By: SmartBlog On Social Media » Blog Archive » Outsourcing social media: Not awesome http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33994 SmartBlog On Social Media » Blog Archive » Outsourcing social media: Not awesome Mon, 29 Jun 2009 16:39:40 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33994 [...] understand the time sink social media presents and the significant issue of scalability. The trick is to figure out which channels are the most productive for you and to focus on [...] [...] understand the time sink social media presents and the significant issue of scalability. The trick is to figure out which channels are the most productive for you and to focus on [...]

]]> By: Some (More) Thoughts on Content Marketing Strategy http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33993 Some (More) Thoughts on Content Marketing Strategy Mon, 22 Jun 2009 07:34:37 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33993 [...] absolutely a business case for using social media as a customer service response channel. But again, it depends on the [...] [...] absolutely a business case for using social media as a customer service response channel. But again, it depends on the [...]

]]> By: Some (More) Thoughts on Content Marketing Strategy | Social Media Explorer http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33992 Some (More) Thoughts on Content Marketing Strategy | Social Media Explorer Wed, 17 Jun 2009 10:01:07 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33992 [...] absolutely a business case for using social media as a customer service response channel. But again, it depends on the [...] [...] absolutely a business case for using social media as a customer service response channel. But again, it depends on the [...]

]]> By: USAA’s Social Site – What’s On Your Mind? « Social Media Snippets http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33991 USAA’s Social Site – What’s On Your Mind? « Social Media Snippets Tue, 09 Jun 2009 13:20:16 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33991 [...] Overall, I applaud USAA for taking the right steps to pay attention and help foster the online conversation. Strong online presence and engagement will undoubtedly pay dividends down the road as more and more members recognize the value of utilizing the Web as a parallel access channel. It will now be a matter of how the organization adapts to the changing role of online customer service. [...] [...] Overall, I applaud USAA for taking the right steps to pay attention and help foster the online conversation. Strong online presence and engagement will undoubtedly pay dividends down the road as more and more members recognize the value of utilizing the Web as a parallel access channel. It will now be a matter of how the organization adapts to the changing role of online customer service. [...]

]]> By: In the Middle of a Groundswell – Sent Using Google Toolbar « Ms12's Weblog http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-33989 In the Middle of a Groundswell – Sent Using Google Toolbar « Ms12's Weblog Tue, 09 Jun 2009 12:08:14 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-33989 [...] SmartBlog On Social Media » Blog Archive » Social Media & customer service: Are you scalable? on The big question for @comcastcares is: How will they scale? [...] [...] SmartBlog On Social Media » Blog Archive » Social Media & customer service: Are you scalable? on The big question for @comcastcares is: How will they scale? [...]

]]> By: In the Middle of a Groundswell – Sent Using Google Toolbar « Ms12's Weblog http://smartblogs.com/social-media/2009/06/08/social-media-customer-service-are-you-scalable/#comment-47075 In the Middle of a Groundswell – Sent Using Google Toolbar « Ms12's Weblog Tue, 09 Jun 2009 12:08:14 +0000 http://smartblogs.com/socialmedia/?p=3482#comment-47075 [...] SmartBlog On Social Media » Blog Archive » Social Media & customer service: Are you scalable? on The big question for @comcastcares is: How will they scale? [...] [...] SmartBlog On Social Media » Blog Archive » Social Media & customer service: Are you scalable? on The big question for @comcastcares is: How will they scale? [...]

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