Tag Archives: seesmic

Users Are People Too

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Just ran across my new favorite #loveyourcustomer hack!

Back in the video days of Seesmic it was very easy to ‘humanize’ our users. They were real talking faces streaming down our screens all day long. I got to know many of them very well. Literally watching them laugh and cry, some at their lowest moments without hope, others during a wedding ceremony or the first moments with a new child. We flew from around the world to cram ourselves into a basement in the middle of winter, just to hang out with each other. So many of these people are still my good friends today.

For many companies, however, it is not that easy to see the people behind the usernames. Especially not on such a consistent and personal basis. But, no worries, Joe Heitzeberg came up with a wonderful solution:

How do you take a team that’s swamped with work and make them become incredibly customer focused overnight? … Every day, print out a few hundred new user photo thumbnails and post them on the walls.

[ via currentlyobsessed.com ]

Ask Seesmic

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Some of my favorite words are transparency, honesty, sincerity, genuineness, and authenticity. I love being the community manager for Seesmic, because I get to live these words everyday in my job.

One of our users, sean808080, recently took notice of the way we like to interact with our community in his post entitled, “Seesmic – Raising the Bar “:

What is most interesting for Seesmic’s “users” is not so much the technical hurdles in doing video seamlessly but rather how Seesmic has chosen to interact with it’s customers.

[...] when was the last time you ever saw a company’s executives interacting with users face to face and asking for questions?

A better question to ask: why aren’t more key players at a company made available to users to interact this way? Why have we endured the ‘wizard of oz’ schtick from companies that do not have the capital or chops to play it?

We’re starting a new conversation thread with this very type of conversation in mind:

What other companies have you had great conversations with?

Customer Service and Community Support for Seesmic

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raccoon in circle.jpg

What are you doing?
I am working with Seesmic–a video conversation platform with a strong sense of community–to develop and provide their customer service and community support. I won’t duplicate all the information you can find on our blog, but please let me know if you have any questions.

Why?
I *love* helping people use technology. It is exciting to see people have that ah hah moment, where they start enjoying a tool rather than fighting it. I geek out over movements like the Company Customer Pact. I dream of one day presenting at conferences like Customer Service is the New Marketing. I predicted 2008 as the year of the people. I sought out Seesmic, because they have a track record of being community driven and customer focused. My goal is to help make Seesmic renown for having the best support and customer-company relationship.

BTW
For those of you who have been waiting for this update for a while, I’m sorry it has taken so long to write this. I hope you know I wasn’t trying to hide anything from you, I just wouldn’t have time to go through the same set of questions multiple times. The last two days have been like drinking from a fire hydrant. I don’t expect the flow will slow down anytime soon, I’ll just learn to ride it.

Now that you have the broad strokes, feel free to blast me with questions in the comments!