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Econsultancy Innovation Awards 2012 Submission - Cisco Social Media Technical Support
Our Social Media Communities
Our communities on Facebook, Twitter, YouTube and LinkedIn provide direct access to Cisco experts for learning and knowledge sharing, foster issue resolution among users and offer our users a large, informal and social environment in which they can engage in peer-to-peer technical discussions.
Our Facebook app enables users to connect and engage with our audience on Cisco Support Community. When a user posts a question or a reply on our Facebook app, it is broadcasted to their social network on Facebook and posted on CSC to increase the reach resulting in quicker resolutions.
Facebook Posting As Seen on CSC
A question posted via Cisco Support Community Facebook app receives an immediate reply from a Cisco Support Community user.
We host a monthly event called Cisco Support Community Facebook Forum that provides our customers with an opportunity to have direct dialogs and Q&As with Cisco support engineers, product specialists and technical leaders on our Facebook community; customers get trained & build technical relationships with Cisco right on Facebook.
Listening and Support on Twitter
Our Twitter-based support helps us connect with customers on time-sensitive requests. Our Twitter users frequently post questions addressed to @cisco_support in search for immediate answers.