14 DAY TRIAL // Microsoft has extended the support efforts built around social networking hotspots by opening new channels of communication with French and German users via Twitter. Microsoft’s Customer Service and Support (CSS) team was already helping out customers one tweet at a time, but it was doing so only via @MicrosoftHelps, which was launched in October 2009. It appears that following the success of @MicrosoftHelps in terms of both followers and volume of tweets, Microsoft CSS decided to offer users in France and Germany a chance at getting support through the social network.
“We are extending the support Microsoft CSS offers on Twitter to French and German speakers, with the launch of @MSVousAide and @MicrosoftHilft. By extending our reach across this popular social media platform, Microsoft aims to provide even better support to users of Microsoft Office, Windows 7 and Internet Explorer 8, across Europe and the world,” Microsoft stated.
In the half a year since @MicrosoftHelps was launched, there have been in excess of 3,000 tweets to or about the social networking account. No less than 6,000 followers have opted for a close relationship with Microsoft Support with the help of Twitter. According to the Redmond-based company, the team behind @MicrosoftHelps offered assistance to customers in over 1,700 tweets or direct messages.
“Since then we have also enabled support via multiple Facebook pages, such as answering support related questions on the Office page for the Office 2010 product launch. It is part of our vision to continue to leverage new social media channels and use them to effectively engage with end users, both reactively and proactively, on their terms,” the software giant added.
According to Microsoft, the company is currently evaluating the impact that initiatives such as @MicrosoftHelps, and other social networking support efforts, have in terms of added value for end users. Customers in additional markets stand to benefit from Twitter support in their respective language in the near future.
“Microsoft’s team responds to support queries in social media by directing users to relevant links for solutions or information related to their queries, such as a Microsoft Answers page where another customer has asked the same question and received a solution. While we try to resolve all questions, we also can offer to help customers further over phone or email to better understand and help solve their problems. We also analyse user feedback for trends and identify potential opportunities for improving future products,” the software giant explained.