Earlier this year I took over TSIA’s social media research. In previous years, we did a social support survey that collected information on how technology companies were using various social approaches to interact with customers. What became obvious to me from last year’s survey data, as well as my annual spending and adoption survey, was that while most technology companies (over 80%) now have a customer community in place, less than half of B2B tech firms were doing anything support related via social media (Facebook, Twitter, LinkedIn, etc.). My goal for 2013 was to split TSIA’s social research into 2 streams: one for online communities, where we have a lot of momentum and can begin establishing pacesetter practices; and another for social media support, which is earlier in the adoption curve with many companies still trying to understand the use cases.
As 2013 nears its end, I’m happy to say I’ve accomplished this goal. At our recent Technology Services World Conference, I launched a new Community Benchmark program, allowing TSIA members to take a brief 50 question survey and receive an in-depth look at how their online community program compares to their peers. If you’d like more information on the Community Benchmark or want to know how to participate, here’s a link to an OnDemand webcast with all the details.
The 2nd part of the goal was to launch a new annual survey specific to social media. Today that goal is also complete, and I declare the TSIA 2013 Social Media in Support Survey NOW OPEN! Here’s a link to participate: https://survey.vovici.com/se.ashx?s=7E212C5956FF20E3
This short, 20 question survey is open to all customer support personnel in all industries, in all geographies. The survey is also open to all in regards to social media use: whether you are currently supporting customers via social media, are considering social media support for the future, or have no current plans to introduce social media support, please take the survey.
And here’s the carrot for participating: a free copy of the resulting research report, “The State of Social Media Support: 2014,” to be published in Q1. Normally non-members do not have access to these “state of” reports, but I will personally email a copy of the report when published to everyone who participates in the survey. (Make sure you don’t have TSIA in your ‘spam’ filter!)
So whether you think Twitter is the new customer service channel, or the whole social media topic grates on your nerves, please take 5 minutes and complete my survey. We are still in the early days on this topic and I know I still have a lot to learn. I really appreciate your time and participation!
Happy Holidays, and thanks as always for reading!