Conference Presentation

Social Media for Support

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As the younger demographics, who prefer social collaboration, age into the tech workforce as system administrators and supervisors, understanding how to navigate the brave new world of social media support is becoming a requirement. According to TSIA’s 2013 Social Media for Support survey, 46% of TSIA members are currently providing some level of product support via social media channels, i.e., Twitter, Facebook, YouTube, etc.
 
In this session, hear the results from the survey, with a focus on Pacesetter practices, such as establishing service level agreements, dedicated social media staffing, and screening applicants for social collaboration skills. In addition to the survey findings, find out how two TSIA member companies are leveraging social media to better meet the needs of customers, as well as to better capture and analyze the voice of the customer.

 

Presented By:

John Ragsdale

VP, Technology and Social Research, TSIA

Doug Pluta

Project Manager, Cisco Systems

Tim Lopez

Social Support Manager, Symantec

Publish Date: May 5, 2014

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