The People Behind The Handle

by Michelle McGinnis on Monday, July 5, 2010 in Social Media

Social media sites like Facebook & Twitter have given people an opportunity to speak and be heard by hundreds, if not thousands of others.  People take to the socialsphere to speak with friends, post pictures of their latest trip or share content (text, video, etc) with those who might be looking for it.  At no time in our lives has the internet been more open.

With all that, we see many companies taking to various social media platforms to promote brand-related information and speak directly with their consumers and prospects.  Recently, I started engaging with @311Toronto on Twitter (311 Toronto is a way for citizens to inquire with the city about non emergency related matters, such as trash pickup, public transit and road maintenance) to ask about changes to property taxes based on the introduction of Ontario's Harmonized Sales Tax (or better known as HST). 

At first, I thought that I would be speaking into a black hole and was sort of expecting the "please call this number about your inquiry" tweet back.  But within minutes tweeting, I received a personal response from someone saying they were looking into my inquiry and would get back to me shortly.  To say I was impressed was an understatement (considering when I tried to call a dedicated 1-800 number all I got was a busy signal).  Shortly thereafter, I got yet another one saying that they were still looking into my inquiry.  I didn't hear anything back after that, but the next morning when I logged into Twitter, waiting for me was yet another message saying that their call center was extremely busy, but were trying to get answers from others within the city.  Now that is what I call customer service!

We follow the same mentality here at Eloqua.  Sure, we have a corporate handle (@Eloqua), but behind that handle is a large group of employees from all departments in Eloqua who are here to help those that inquires.  From client services, sales, development and marketing, you can trust that we have a resource ready to help answer all questions or inquiries that you may have.

What are we doing well?  Where could we improve?  We'd love to hear your feedback.  If you don't want to add a comment, tweet it.  Let's see if the proof is in the 140-character pudding!


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