Smart Call #35 — Twitter.com and the Web 2.0 customer service frontier
October 2nd, 2008This week’s first feature interview on Smart Call is with Brady Jacobsen, BigPond’s Director of Customer Operations.
Brady explains that the company’s foray into Twitter., a micro-blogging service, has resulted in unprecedented levels of feedback from customers about how it can deliver customer service more effectively online.
In a similar vein, Social Networks Strategist Laurel Papworth expands on her Blog post that says customer service professionals – not marketing or PR – should get the job of interacting with customers in online communities like blogs and forums.
On this week’s show:
- Why BigPond is using Twitter and how it is bringing the company inprecedented levels of customer feedback.
- Why customer service teams should be responsible for online community engagement
- The Philippino company buying a US contact centre operator
While you are here, REGISTER for our Remote Support Webinar, which we present with our sponsor Citrix Online. Remote support can improve first call resolution and reduce agent attrition. Learn how by attending our webinar on October 14th. Click here to register.
Big thanks to our founding sponsor NSC and Supporter CallDesign.
