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How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 18 More Brands by Shawn Santos

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7. The State of Enterprise Social Technical Support

John Ragsdale, VP of Technology & Social Research, TSIA

I first started hearing about social support in 2004, when technology companies were making initial investments in discussion forums, paving the way for full online customer communities. In fact, the first article related to social I published was in August 2005, “Social Networking Redefines Self-Service Options: Incorporating Forums into Online Self-Service,” drawing on early community success stories from companies including Novell, Palm, and Canon. Unfortunately, there wasn’t a lot of data available in 2005 about how to be successful supporting customers via social channels, and frankly, there is still a dearth of data available on the ...

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