They found me through Quora? An Unexpected Job Opportunity

Quora is a great place to post questions to knowledgeable folks and to answer questions that are interesting to you. So when I wrote an answer to Twitter: Is Twitter an effective customer service tool? (by the way—it’s awesome for that) I had no idea that a post I wrote in March about customer care…

Is Twitter an Effective Customer Service Tool?

Is Twitter an Effective Customer Service Tool? Twitter is absolutely an effective Customer Service tool. It’s effective because it allows customers to communicate with the company in a channel that they prefer (no more IVR/Phone Tree for me, please); it makes the issue public so that the company is forced to respond and act (transparency =…

Is real-time customer support commendable or crazy?

Go for it! Real-time Customer Support is Commendable, not Crazy. Why is Real-time Customer Support commendable? customers don’t get enough support early, well-supported customers will become your evangelists it’s a lot cheaper than trying to fix problems later Why is Real-time Customer Support crazy? if you think customers don’t want immediate help, you probably think…

What are the best community tools for customer service?

The “best tools” start with the following approach: Connect with your customers on a human level – understand the commitment you’re making to make it right for people. Pick the right tools to match the approach you want to take – match the tools to the problem. Keep doing it – no one’s going to do it…