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BlogWell Austin Social Media Case Study: Research In Motion, presented by Michelle Kostya


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Research In Motion's Community Manager, Support Forums, Michelle Kostya, shares how they connected with BlackBerry customers online for support.

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BlogWell Austin Social Media Case Study: Research In Motion, presented by Michelle Kostya

  1. 1. ®How Big Brands Use Social Media Research In Motion Michelle Kostya BlackBerry: Connecting with Customers Online for Support Austin | February 2, 2011
  2. 2. On ForumsOn Facebook On Twitter
  3. 3. Wetookbabysteps
  4. 4. •••••
  5. 5. 2008 2009 2010 @blackberry @ayudablackberry And @blackberry
  6. 6. Thanks Everyone This Forum has ALREADY bailed me out, i thought i bricked my BB yesterday but with the help of this forum and the knowledgeable people here i was back up and running in no time.Just wanted to shout out and saythanks to those who were so helpfulon this forum!! Ive really beenputting my phone through its paces,and I have to say I am really loving it!!
  7. 7. @BlackBerryHelp You guys are the most useful follow on Twitter! Thanks, luv u more than my wife... Really @Bold I love you, you make my lifecomplete. And though Id like towrite some more, it wont fit in a tweet. @smelltherage
  8. 8. ••••
  9. 9. •••
  10. 10. •••
  11. 11. ListenSpeak Engage Embrace
  12. 12. •••••
  13. 13. We have never lost sight that we are rootedin being a support channel for our customers. • • • •
  14. 14. “Their @blackberryhelp account on Twitter is asocial media success story, a destination where acore team of RIM people are almost alwaysavailable to tackle problems you might have withtheir devices.”- Amber Mac in the Globe & Mail
  15. 15. Communities On FacebookSupport ForumsMy BlackBerry Official Fan Page Facebook UKOn Twitter Facebook France Facebook Italy@blackberryhelp Facebook Germany & Austria@ayudablackberry Facebook Spain@blackberry Facebook Asia@blackberryblog Facebook India@blackberrydev Facebook Australia & New ZealandOn
  16. 16. ®How Big Brands Use Social Media Learn more about upcoming and past BlogWells: or Austin | February 2, 2011