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How are you using customer service agents to participate in external or internal social networks?
Given the changed roles that are now surfacing for customer service agents, who has had experience using the agents to either facilitate or moderate in service communities behind the firewall and who has used them and what has been your experience in using them to answer questions/solve problems on social channels like Twitter or Facebook?
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Hi Paul - we assign members of our Support team to monitor customer and external online communities. We also have an extended social media team that is across multiple departments that assists in finding items that are noteworthy and devising responses if necessary.
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