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.
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.
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Introducing Tracks on the Jive Community
Configure your Jive Community experience by selecting a track. We'll use this track on the homepage to show you relevant content and help you find resources quickly. You can change your track easily from the homepage or your profile.
As a community manager, you're an ambassador for your Jive community as you build places, curate content and engage with fellow community members. To help you go further with your site, we'll share success stories and other resources.
Whether considering a new purchase or working on an upgrade, technology managers need insight on the best ways to implement a community and learn more about the various upgrades in software releases.
An effective community starts with sound business strategy. As your community matures, you'll want to learn and share best practices for implementation and continued success.
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Whether or not you have a specific role in your Jive community, this track highlights areas of interest to Jive users such as training materials, community best practices and an opportunity to network with other customers.