Social media platforms are where people go to get information and help from (and sometimes to complain about) the brands they do business with. Until recently, the designers of social engagement tools have primarily focused on marketing functions, not customer service or the increasing demand for support. HelpSocial, a Rackspace Startup Program member founded by two former Rackers, hopes to change that with its social engagement platform built specifically to provide customer service on social networks such as Twitter and Facebook.
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.