Oracle AppsLab - Latest Comments in Twitter as Customer Support

Re: Twitter as Customer Support

jkuramot — Tue, 16 Jun 2009 16:38:24 -0000

Yeah, lazyweb rules :)

Funny, this post is older than OraTweet.

Trust is the key component to make social anything valuable. We're starting to see that more frequently as adoption spikes.

Re: Twitter as Customer Support

davidhaimes — Tue, 16 Jun 2009 16:00:52 -0000

Jake,
Step 2. Ask twitter is really an extension of step 1.
For the increasing number of remote workers, there is nobody else around so you have to jump right to stage 2. However I use Oratweet to yell out to my co-workers or I use IM to ping the person in the next office, rather than make the effort to stand up and walk around the office asking people and disturbing the peace. The key element here is people I trust, I ask my cube mates, lunch posse, tweeps or oratweeps because I know and trust them, the medium I use to shout out to them is less important.

Re: Twitter as Customer Support

Jake — Fri, 14 Mar 2008 23:27:08 -0000

@Ted: Sure, Twitter is a weird animal. I doubt its founders foresaw all the uses its been put to so far, and it's still a small network. So, who knows what's next?

If you're going to Collaborate 08, we should make sure to meet.

Re: Twitter as Customer Support

Ted Simpson — Fri, 14 Mar 2008 22:12:37 -0000

Great post, Jake. Thanks also for inspiration and comments over at eduweb buzz about DIY (I didn't know anyone read it!). I got interviewed by Oracle last week at Alliance in Las Vegas about Oracle & higher education: 2 great tastes . . .

This post prompted a spirited discussion around my shop about how we support our systems and how to improve that support. Thanks for the inspiration -- again.

-T

Re: Twitter as Customer Support

Jake — Wed, 12 Mar 2008 10:12:06 -0000

@Venkataramanan S: Twitter has already changed the way support is delivered. However, since Twitter is only about a million users, its reach is pretty small. For beta apps whose target user is in the Twitter demographic, it's a great support tool.

If Twitter had a larger user population, you'd see more companies make the jump, mining tweets for mentions of their products.

I like your definition of Self Support 2.0. Searching tweets for a product, then replying @ the product team would fit right into your model.

Re: Twitter as Customer Support

Venkataramanan S — Wed, 12 Mar 2008 03:39:07 -0000

Jake, thanks for this perspective. Twitter as a new search tool sounds cool and might very well change the way support is delivered. The most appealing factor is the element of trust. I can now relate Twitter as one of the elements of Self Support 2.0.

I always thought of twitter as hybrid of a blog and an instant messenger. Now, because of this twitter would be most appealing to those causal bloggers or those who don't blog at all.

Twitter will no doubt play an important part in increasing Self Support 2.0 quotient of a product. Let me know what you think about this.

I have defined Self Support 2.0 and Self Support 2.0 quotient in the two comments on David's blog. They are available here - http://davidhaimes.wordpress.com/2008/02/24/why...