Susan Finch came across an article by Rachel Sprung about the effectiveness of using Twitter for customer service engagement. She approached Rachel about discussing the positives, negatives and to identify which businesses are best served using Twitter for customer service and which most likely need more detailed and complex interfaces since most of what they will ask will far exceed 140 characters.
They talked about how sometimes it takes a combo. Twitter for the public response, and then requesting either DM (direct message) or phone,email info for a more detailed solution for customers.
Tune in for steps to take to begin your transition to Twitter for customer service, listening to this expert on events, engagement and effective communication.
About Rachel Sprung
Rachel Sprung is a Marketing Associate, Brand Experiences in the Marketing department at HubSpot. Her responsibilities include managing HubSpot's presence at external events including Dreamforce. Previously, Rachel managed all of the logistics for HubSpot's annual conference INBOUND 2012, formerly known as the HubSpot User Group Summit (HUGS). As part of the Brand & Buzz team, she also works on creating a distinct brand for HubSpot and writing for the inbound marketing blog. In the past, Rachel has worked on the HubSpot speaker program and media relations.
Before HubSpot, Rachel was a student at Boston University with a dual degree in public relations and business administration. While at BU, she planned events on campus and around Boston including the nationwide TweetDrive, BU's PRAdvanced conferences and the annual MegaTweetUp. As a member of the Public Relations Student Society of America's National Committee, she oversaw 11 regional conferences throughout the country.
In her free time, she enjoys photography, running and learning more about mobile technology. You can find her blogging at Rachel Sprung On Marketing or on Twitter as @RSprung.