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Social Support and Mister Splashy Pants

October 23, 2012

I keep taking my time capsule back to last week and Technology Services World by exploring the presentations I missed, and reviewing the good ones I attended. At the conference, my focus areas were Social Media, Knowledge Management and Kardashian Khaos at the Mirage. OK, I’m just kidding about that last one. I did email (Play)Joyce this photo to ask if I could pick her up something from the “celebrity lifestyle boutique.” Her response was um, terse:

“No.”

Anyway… Social media is actually being used for quite a bit more than inane celebrity tweets. In a session by Shawn Santos, TSIA’s Sr. Director of Social Media Research, not only did I learn about “Mister Splashy Pants” and the immense power of social media, but also how Cisco helped 75,000 customers find easy answers in their Knowledge Base via social channels like Twitter and Facebook. In another, hosted by Kymberlaine Banks of Telvista and Greg Sherry of Verint Systems. Kym revealed companies ignore 95% of Facebook questions and 70% of Twitter complaints, while Greg shared that Dell inside sales were generating millions via social support! Clearly, some organizations get social and some don’t, but it’s not going away. Greg said we were well on our way to “20% of customer service interactions will be via social media.”

As a blogger, I’m part of this social system, and I want to help you benefit, so here are a couple choices… You can jump right over to our spiffy new Knowledge Base to get your Kronos support questions answered, or kanoodle to Kardashian Khaos to get your celebrity lifestyle freak on.

Choose wisely, but either way, make sure you check out the cool story about Mister Splashy Pants.

One Comment leave one →
  1. October 24, 2012 10:37 am

    Thanks for the comments, and attending my session Leo!

    Like

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