Rackspace’s social media policy consists of two words: “Be helpful”. Do you know how to react if a customer complains about your brand on social media? Do you ignore them, or do you vow to wow them? Rackspace’s social media response team, led by Sr. Manager Rob Collazo and also including engineers Matt Wilbanks and Jeremy Wasner, monitors social networks around the clock to provide “Fanatical Support” to those airing grievances with the company online, from Twitter to message boards. These engineers form a team that is ready to provide “Fanatical Support” to customers within a moment’s notice.
Led by Robert Scoble, panelists will share how to use 140 characters or less to avert a crisis, empowering your employees to help customers in distress and how to build an internal network of subject matter experts for the best results on being helpful using social media.