How #SAPSupport uses Twitter to Help Customers
While looking for other twitter accounts to follow, I got a recommendation to add @SAPSupportCE, the “Official SAP Support customer experience account”. Intrigued, I wanted to learn more and set up an interview with Kristen Scheffler, SAP primary support communications manager. The SAP support twitter account gives customers a new way to connect with SAP Support, send feedback and get notified about information. There are 60+ SAP Support volunteers that are listening 24 hours a day and sharing information that can help customers be more successful!
0:59 Who are the people behind SAPSupportCE and do they do any other types of support functions as well, besides just the twitter account?
2:47 So there are people behind the twitter account 24 hours a day?
3:20 How are customers typically interacting with the twitter account?
4:29 Are you mainly searching for a certain group of key words that people are talking about?
5:18 What kind of people are typically interacting with SAPSupportCE? Does it tend to be more of the SAP Mentor types who are already utilizing twitter?
7:07 Can you share any stories about how SAPSupportCE has helped customers with a support issue or responded to a positive or negative tweet about SAP support?
9:34 Do you have anything else that you would like to add?
I did not read the instructions for call recorder before starting, so I am sorry you have to see my face the entire time! 🙂