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Posts Tagged ‘Best Buy’

Best Buy is an online consumer electronic comparison site that uses twitter to connect with customers by providing real time support on an international level to current and potential customers. Best Buy allow their technical support staff to connect with people via a shared twitter account @twelpforce to answer questions in real time.

Key success elements:

  • personalise and humanise the experience – Best Buy trusted their all of technical staff to tweet their expertise to customers
  • providing value – advice was provided to both existing and potential customers so all interested parties could join the conversation
  • providing real time support – Best Buy ensured the twitter account was adequately staffed, all technical staff are allowed to communicate through the account to ensure it was always alive and present
  • trust and guidelines – in order to sucessfully carry this project off, Best Buy provides their staff with communication guidelines and boundaries.

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