Watch this video to find out how Twelpforce manages 2,100 Best Buy employees as they answer thousands of customer questions on Twitter.
After you watch the video, be sure to read the takeaways below.
One of the major objections I hear about social media is about time.
Do any of these sound familiar? “Who has time?” “You expect me to do all this on top of my normal duties?” “How do you fit everything in?” … and so on.
I am not going to lie to you. Social media does take time. In fact, time is going to be one of your major hidden costs of doing business on the Internet. And for some of us, that time could be wasted if we are not careful.
At a time when businesses are using social media to promote content and start discussions, Avaya has found that listening trumps talking.
“We’re listening to social media and responding,” said Paul Dunay, Avaya’s social media ringleader, who is global managing director of services and social media marketing.
“There is no Tweet that goes unturned. No forum post that goes unturned where our name is mentioned.”
What began as a way to engage and support customers has evolved beyond even Avaya’s expectations. And if Avaya ever doubted its investment in social media, those concerns are now put to rest.