We had the pleasure of hosting our second #MentionChat Twitter Chat last Thursday about one of our favorite topics: Customer support and success with Lincoln Murphy, Customer Success Evangelist at Gainsight. Below are highlights of the lessons we learned. You can find the full Storify here.

Does social media now rival support tickets?

Our recent data shows that the majority of company mentions on Twitter are neutral, support-related inquiries, which made us wonder if social interactions now actually rival support tickets. So we asked Lincoln and our participants. Here’s what they had to say:

What about the other social networks?

So are customer support and community roles one in the same?

Support pros always have to be on. How do you remain cool when interacting with a frustrated customer?

So, is the customer always right?

Favorite tools for managing customer support duties

Should everyone in the company answer tickets?

Parting words of wisdom…

What would you like to see us discuss for next month’s #MentionChat? Leave your suggestions in the comments below.Β 

Shannon Byrne is the Content & PR Manager at Mention where she crafts words, creates strategies, and recruits loyal advocates. She’s based in New York. Get in touch with her at @ShannnonB.

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