Do you know what hashtags are trending right now in Japan? How about in Sao Paulo? What are they saying about your brand or product? Don’t know? Well, just because you don’t know, doesn’t mean the conversations aren’t happening and that they don’t matter.
A few years ago when Twitter was still “twttr,” we found people talking about hosting with us. Before long, they were actively reaching out to us for help. We recognized that Fanatical Support shouldn’t just exist inside our customer portals or telephone lines, so we decided to build a team to figure out how to bring our support to social media.