{"id":4419,"date":"2014-10-27T12:15:00","date_gmt":"2014-10-27T12:15:00","guid":{"rendered":"https:\/\/mention.com\/blog\/?p=4419"},"modified":"2023-02-21T13:41:19","modified_gmt":"2023-02-21T13:41:19","slug":"mentionchat-recap-2-talking-customer-support-social","status":"publish","type":"post","link":"https:\/\/mention.com\/en\/blog\/mentionchat-recap-2-talking-customer-support-social\/","title":{"rendered":"#MentionChat Recap 2: Talking Customer Support & Social"},"content":{"rendered":"\n

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<\/a>, Customer Success Evangelist at Gainsight<\/a>. Below are highlights of the lessons we learned.<\/p>\n\n\n\n

Does social media now rival support tickets?<\/h2>\n\n\n\n

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\u2019s what they had to say:<\/p>\n\n\n\n

A1: people may vent\/complain about stuff on social w\/out contacting support; use social as a proactive jumping off point #MentionChat<\/a>
\n\u2014 Lincoln Murphy (@lincolnmurphy) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A1: not sure Twitter mentions rival support tickets, but they certainly compliment them #MentionChat<\/a> \u2014 Lincoln Murphy (@lincolnmurphy) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A1 Twitter is so great for quick interactions and delighting customers with the fact that you’re listening. \ud83d\ude42 #mentionchat<\/a> \u2014 Nicole M. Miller (@nmillerbooks) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A1b We still have more email support tickets (and increasing live chat support) than Twitter \ud83d\ude42 #mentionchat<\/a> \u2014 Nicole M. Miller (@nmillerbooks) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A1 Twitter is just so much better at being human than a support “ticket” where there are no faces to names #mentionchat<\/a> \u2014 Alex Manthei (@xoalexo) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

Q1: Twitter is a more personal\/quicker outlet, but you still turn to support tickets to take on complicated questions. #mentionchat<\/a> \u2014 Denise Chan (@denisechan26) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A1c: the companys website is still the first option in peoples minds to get support, if they get it fast there, prob solved #mentionchat<\/a>
\n\u2014 Daniel Scherrer (@DanielScherrer) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

What about the other social networks?<\/h2>\n\n\n\n

A2: You should be everywhere if you can handle it. If not, stick to the channels you know you can manage. #mentionchat<\/a>
\n\u2014 Alice Default (@alice_default) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A2: Monitor everything, but you’ll figure out where they spend their time and that’s where you should be #MentionChat<\/a> \u2014 Lincoln Murphy (@lincolnmurphy) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A2: You should monitor everything: Social, Blogs, external community comments, etc. #MentionChat<\/a> \u2014 Lincoln Murphy (@lincolnmurphy) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A2: Bottom line… you need to be where your customers are #MentionChat<\/a>
\n\u2014 Lincoln Murphy (@lincolnmurphy) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A2: I think support teams should monitor all platforms, but different brands end up leaning on different channels. #MentionChat<\/a>
\n\u2014 Tessa Greenleaf (@TessaGreenleaf) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A2: well not everywhere, just where your customers are, I believe you can somehow guide them a little bit #mentionchat<\/a> \u2014 Daniel Scherrer (@DanielScherrer) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A2: Throw the fishing net where the fishes are. #MentionChat<\/a> \u2014 Neeraj Thakur (@NeerajT4) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

Q2: Can use @mention<\/a> to monitor various channels, but ultimately stick to one or two so your customers know where to find you. #mentionchat<\/a>
\n\u2014 Denise Chan (@denisechan26) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n

A2: Reach is good but make sure to have good coverage on the channels you’re active on. No repsonse can hurt more limited reach #MentionChat<\/a>
\n\u2014 Market One Media Grp (@MarketOneMedia) October 23, 2014<\/a><\/p><\/blockquote>\n\n\n\n