Guest Jay Baer on Using Your ESN for Customer Service - Mar. 31, 2016

Enjoy this archive of tweets shared during our March 31, 2016 #ESNchat with special guest @jaybaer discussing how and why to use your ESN for customer service.


  1. Questions for this chat:
    1. How is customer service different on an ESN than it is for external channels? How is it the same?
    2. How can call centers and customer service teams use an ESN to collaborate with each other and serve external customers?
    3. What is the process of ensuring questions are answeres, items are responded to, and the company responds when necessary?
    4. What are the risks and rewards of customer service on an ESN?
    5. What is the role of the community manager in customer service on an ESN?