Why a blog dedicated to Customer Service on Social Media?
We all have our reasons for blogging and sharing our knowledge in the social spaces. Here is a brief outline of why we felt the need to start another blog about social media.
Baldev Solanki:
Thanks for joining us. I’ve been in the customer service industry for about 12 years and I’ve loved every moment of it. We started this blog because there’s really a dearth of content out there around social media support. I don’t think you’ll find Michelle or I spouting a lot of theories here, this is a field report from the trench. We’re living it today at a big company and we want to share our journey of what’s working, what’s not working and why. We’re doing it because that’s what social media is about, sharing. Sure, what’s working for us may not work for your business because everyones in a different place on the maturity scale but I think the lessons learned, fundamentals and mechanics are applicable to everyone. If your company isn’t supporting over social media today, you need to start. Sales and Marketing may sell your product, but Support’s job is to make sure customers get the most out of it. If they love your product and they love your service, you will eventually have a brand advocate in your midst who will trumpet their brand love to everyone they know.
I hope that you’ll get value from reading and participating here. I’m proud of what the team has accomplished to date but when I look into the horizon I know there’s so much more left to do to make support over social media a great experience for our customers.
Michelle Kostya:
I have been blogging since 2005 when I began “mommy-blogging” to share to daily antics of my oldest child with family and friends who lived to far away to enjoy them in person. In 2007, I launched a second blog dedicated to my own daily antics learning about social media, you can find that blog at MEGOagain.com. Since I took on my current job they have been keeping me busy and sadly I have found less and less time to blog at home with
two young children. What I needed to keep a blog alive was a partner in crime and the ability to write about what I do everyday.
Since I left my previous role as a Marketing Manager I have dived into my new role in a Customer Support department focusing on how we can create opportunities to have two-way conversations with our customers within social channels to support customer service objectives. What I have discovered is that marketing and customer service are not as far apart as they may once have been. I hope to share what I have learned, and continue to learn as we build out our plans to support customers in social media.
Enjoy!
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