•Built an active community who values the instant engagement our strategy provides on this social media channel
•CustomerCare provides an integral part of our engagement and is a key player as are communications, marketing and other business units in the organization who all contribute to our goals in social media
•It’s not about how many tickets you close, but whether you help customers by engaging them through the community directly and what engagement does for a brand on Facebook.
•Will discuss strategies to efficiently address Care needs leveraging other digital assets like online video and support forums as community size increases.
11th–15th March 2011