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Konten disediakan oleh Focus on Customer Service, Dan Gingiss, and Dan Moriarty. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Focus on Customer Service, Dan Gingiss, and Dan Moriarty atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
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Episode 46 - How Dell's Community Forum Aids in Social Media Customer Service

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Manage episode 169253493 series 134538
Konten disediakan oleh Focus on Customer Service, Dan Gingiss, and Dan Moriarty. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Focus on Customer Service, Dan Gingiss, and Dan Moriarty atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
At Dell, social media has been around much longer than Facebook or Twitter. The popular Dell Community Forum was borne out of the original Dell.com website, so its community is well established. It’s a user-to-user forum where anyone – including Dell employees and other customers – can answer a user’s question. “Facebook and Twitter are typically folks that are having issues at the moment that just want to be heard,” says Amy Bivin, manager of community outreach for Dell. In contrast, the Forum often features more complex or esoteric questions, sometimes from owners of older legacy systems. Bivin took some time out recently to discuss Dell’s integrated social support model on the Focus on Customer Service Podcast.
  continue reading

53 episode

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Manage episode 169253493 series 134538
Konten disediakan oleh Focus on Customer Service, Dan Gingiss, and Dan Moriarty. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Focus on Customer Service, Dan Gingiss, and Dan Moriarty atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
At Dell, social media has been around much longer than Facebook or Twitter. The popular Dell Community Forum was borne out of the original Dell.com website, so its community is well established. It’s a user-to-user forum where anyone – including Dell employees and other customers – can answer a user’s question. “Facebook and Twitter are typically folks that are having issues at the moment that just want to be heard,” says Amy Bivin, manager of community outreach for Dell. In contrast, the Forum often features more complex or esoteric questions, sometimes from owners of older legacy systems. Bivin took some time out recently to discuss Dell’s integrated social support model on the Focus on Customer Service Podcast.
  continue reading

53 episode

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