1 Reply Latest reply: Oct 16, 2012 6:37 AM by pfjennifer RSS

    Care agent personas

    Bob Bush

      For customer care agents in a community, do you recommend using "persona" accounts instead of real agents? Do you use real names or pseudonyms? How do you handle it when agents leave the company with respect to content and follow up if there is a comment on their content? Thanks for your help.

        • Re: Care agent personas
          pfjennifer

          right now we are using real names..not sure myself if this is good or bad yet.  We run into problems when its an upset customer and they easily find oru representatives through other media.  When agents leave we notify our social manager to ensure any open content/comments are addressed, then those items are forwarded to our digitial communications supervisor to tie up.