This is a reblog to my blog on “Thoughts on Portal from Level 2 Support”, http://ow.ly/c1sn3
This is the first real customer engagement since we established our social presence on Facebook, http://www.facebook.com/websphereportalsupport, and revamped Twitter handle @PortalSupport, or http://www.twitter.com/portalsupport.
We wish our customers to be active on social channels as well. Though this workshop is very technical, we also want to test water of social customer support and develop a brand new platform for IBM support and customers to be comfortable using social media.
The Twitter chat format is borrowed from the normal chat sessions happening everyday on Twitter, but with technical aspects injected. It would be interesting to see how it expands.
I will summarize the experience after the 3 week workshop and provide lessons learned.