I have worked at SAS for the last 13 years and I am very excited to be a new contributor to this blog! Currently, I am part of the Marketing Contact Center team engaging with customers through multiple channels including Live Chat, phones, email, web request and social media. My work experience stems from customer service, sales, and marketing working in the banking, telecommunications, and computer industries. I love sharing ideas and collaborating with others that helps drive “out of the box thinking”. I am a mother, wife, cook, poet, and photographer – an amateur at all because I continue to learn every day! One of my previous bosses once told me he thought of me as a “long distance runner” while a colleague described me as “tenacious”. I can agree because my life has taught me to never give up! I feel at home in the south and always take time to notice the little creatures of the world … whether it be a springing frog, chirping cricket, or discreet praying mantis.
Last week I described our social media monitoring and response pilot, and this week I’d like to talk about some key takeaways and lessons learned while working on the pilot. Leveraging knowledge across the enterprise is key Developing a First Responders list enabled our team to respond quickly, while leveraging
Brands like Comcast, Dell, and Nike have made names for themselves on Twitter as customer service pros. Their responses to customer mentions in the social sphere are known for being useful, timely and fun. At SAS, we were hoping to develop a similar program for monitoring and responding to our
