SXSW 2012 - Blending Traditional Support Techniques with Social Networking

Blending Traditional Support Techniques with Social Networking
Event	Interactive 2010
Format	Panel
Organizer	Diana Potter – Campaign Monitor
Description	In an era when even Comcast has a Twitter account simply picking up the phone doesn't cut it anymore. How can you blend those new social networking methods with the old standards and keep in touch with your customers without driving them (or your team) crazy?
Questions Answered	How do traditional support roles and community interaction overlap? Why isn't "just" answering the phone or replying to emails enough, why add something new? How does social networking fit into the traditional support model? How can I get started offering more than traditional "email me for an answer" type support? What tools are out there to help me and since I already participate in social networking, how many am I already using? How can I blend traditional things like phone and email support with more recent things like the ever present Twitter or other social networking tools? How to search and reply on things like Twitter without being "big brother-ish"? How can I juggle multiple staff members in the same accounts without overlap? How can I still be responsive even through multiple different mediums? How could I ever fit an answer into 140 characters anyway?
Level	Intermediate
Category	Branding / Marketing / Publicity, Community / Online Community, Online Relationships, Social Networking, User Experience

Blending Traditional Support Techniques with Social Networking