Bad start to relationship with BT.

Good morning
I am not sure if this is just a rant or a plea for help or advice! As an ex-Virgin Media customer, (understand they are not perfect but fibre seems somewhat more reliable,) who had no choice apart from BT having left a cable area, I am becoming somewhat frustrated.
I have been with BT Broadband for nearly 3 weeks now and for the first 2 weeks, everything was great. The line went stable very quickly and just a few disconnects in the first few days as they tested the line.
Monday morning this week, 8am, I was using the internet and bang, off it went. Broadband light on HH went off completely. I assumed for a few hours it was a local area fault but when it didn’t come back, I contacted Technical Support. I have to say the service hasn’t been brilliant and I think I speak for many people when I say the old adage that off-shoring does not tow the line when it comes to delivering various aspects of customer service.
On Monday, I was told that there was a fault on the line and that an engineer would have to visit on Tuesday. We agreed between 1pm and 6pm. This was after plugging/unplugging/re-plugging/unscrewing various aspects of the telephone network in my house but we established that by connecting the HH to the master socket, and no Broadband light appeared that the problem was outside the property. The phone is working perfectly, (HH phone and other regular phone,) so I am pleased at least it’s not my own wiring! :-)
Being at work on Tuesday, I arranged for my poor sister in law to arrive at about 12:30 and sit there until 6pm. Shocked to find when I arrived home that no one had called or called at the flat! Luckily, she had worked her way through Gavin and Stacey DVD’s so all was not lost.
On the phone to BT again. 40 minutes to get through. Told that there was a fault at the exchange and that the engineer had been working on it but could not finish the job until the following morning. Obviously, 6pm had come and it was time for him to go home for his dinner and have a cup of tea and a **bleep**………..I’m sorry, but this beggars belief in terms of customer service. Firstly, you don’t down the tools on an unfinished job and secondly, being a telecommunications company, did someone not think to lift the phone and call me to tell me that there was no need to have someone sitting there all day or that the problem was not resolved?
Anyway, moving on, I was told that the line would be reactivated on Wednesday morning and that someone would call me. I got a message on my voicemail at 5:30pm from the Fault Desk advising that the problem was fixed and to monitor the connection for 24 hours. I bound home, open the door, my eyes zoom onto the HH……………..no broadband light.
Phone BT. 50 minutes to get through. Advised that the problem could not be fixed remotely from the exchange and now an engineer visit is required. Call sister in law and it’s a yes, so this afternoon, she is arriving at about 12:30pm to sit and wait. I’m sorry but I have no faith that the engineer will turn up, that anyone will call me or that they will verify the problem is fixed and I’m sorry but the language barrier with India is so frustrating because you can’t have a conversation with them that is not scripted. I don’t condone any form of racism here because it’s not about that at all, it’s a genuine issue with off-shored services and the strong accents and the inability or instruction not to deviate from pre-defined responses.
Can someone restore my faith? I need the internet for work purposes, as does the other half and we have both been unable to get things done at home this week which is making us look bad to our employers!
Thanks all
Best regards
Jamie
PS I think I read on here somewhere that a moderator may be able to help? I couldn’t really tell, surfing the net on my phone instead!!

Hi Jamie ....
First thing to do is leave the connection undisturbed and running 24/7, no resets.
It'll take a few days to recover after the "fault intervention".
If you need to contact a moderator drop an email in with account detail, they will tell you where the fault
process is up to. BT Forum Moderation Team <[email protected]>

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INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/configuratorCluster/5.0][Configurator-cluster-client][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/replication/v3/5.0][Replication-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/subscription/listener/v3/5.0][UDDIClient-subscription-listener-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/approval/5.0][Approval-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/taxonomy/v3/5.5][Taxonomy-client-v31][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/inquiryUI/6.0][UDDIClient-v3-ui][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/validate-values/v1/5.0][UDDIClient-validate-values-v1][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/custody/v3/5.0][UDDIClient-custody-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/subscription/v3/ext/6.0][UDDIClient-subscription-v3-ext][6.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/administrationUtils/5.5][AdministrationUtils-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/wasp/app/bsc/web/6.0][bsc][6.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/transformer_kr/5.5][Transformer-kr-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/v3/5.0][UDDIClient-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/wsdl2uddi/v2/5.0][UDDIClient-wsdl2uddi-v2][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/validate-values/v2/5.0][UDDIClient-validate-values-v2][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/v3_ext/5.0][UDDIClient-v3_ext][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/xml2uddi/v3/5.5][UDDIClient-xml2uddi-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/value-set-caching/v3/5.0][UDDIClient-value-set-caching-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/xsd2uddi/v3/5.5][UDDIClient-xsd2uddi-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/wasp/app/uddi/web/6.0][UDDI-web][6.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/approval_checker/5.0][Approval-checker-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/category/v3/5.5][Category-client-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/group/5.5][Group-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/subscription/v3/5.0][UDDIClient-subscription-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/v2/5.0][UDDIClient-v2][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/configurator/5.0][Configurator-client][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/permission/5.5][Permission-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/taxonomy/v3/5.0][Taxonomy-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/v1/5.0][UDDIClient-v1][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/account/5.5][Account-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client/value-set-validation/v3/5.0][UDDIClient-value-set-validation-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Registering package [uddi][http://systinet.com/uddi/client-core/5.0][Client-core][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [system][http://systinet.com/wasp/app/core_services_client][core_services_client][6.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [system][http://systinet.com/wasp/app/builtin_serialization][builtin_serialization][6.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [system][http://systinet.com/wasp/app/uddi/redirect/5.0][uddi-redirect][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [system][http://systinet.com/wasp/app/security_providers][security_providers][1.0]
INFO: com.idoox.wasp.security.server.SecurityModule - SecurityModule starts.
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client-core/5.0][Client-core][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/statistics/5.0][Statistics-client][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/approval_management/5.0][Approval-management-client][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/replication/v3/5.0][Replication-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/transformer_kr/5.5][Transformer-kr-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/v3/5.0][UDDIClient-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/v2/5.0][UDDIClient-v2][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/configurator/5.0][Configurator-client][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/v1/5.0][UDDIClient-v1][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/account/5.5][Account-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/xslt2uddi/v3/5.5][UDDIClient-xslt2uddi-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/api/ext/5.0][UDDIClient-ext][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/wsdl2uddi/v3/5.5][UDDIClient-wsdl2uddi-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/inquiryUI/6.0][UDDIClient-v3-ui][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/custody/v3/5.0][UDDIClient-custody-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/administrationUtils/5.5][AdministrationUtils-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/v3_ext/5.0][UDDIClient-v3_ext][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/xml2uddi/v3/5.5][UDDIClient-xml2uddi-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/value-set-caching/v3/5.0][UDDIClient-value-set-caching-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/xsd2uddi/v3/5.5][UDDIClient-xsd2uddi-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/category/v3/5.5][Category-client-v3][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/subscription/v3/5.0][UDDIClient-subscription-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/taxonomy/v3/5.0][Taxonomy-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/value-set-validation/v3/5.0][UDDIClient-value-set-validation-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/approval/5.0][Approval-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/wsdl2uddi/v2/5.0][UDDIClient-wsdl2uddi-v2][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/validate-values/v2/5.0][UDDIClient-validate-values-v2][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/configuratorCluster/5.0][Configurator-cluster-client][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/validate-values/v1/5.0][UDDIClient-validate-values-v1][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/group/5.5][Group-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/permission/5.5][Permission-client][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/subscription/listener/v3/5.0][UDDIClient-subscription-listener-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/subscription/v3/ext/6.0][UDDIClient-subscription-v3-ext][6.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/taxonomy/v3/5.5][Taxonomy-client-v31][5.5]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/approval_checker/5.0][Approval-checker-client-v3][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/uddi/client/approval_production/5.0][Approval-production-client][5.0]
INFO: com.systinet.wasp.admin.PackageRepositoryImpl - Loading package [uddi][http://systinet.com/wasp/app/uddi/6.0][UDDI-services][6.0]
[Fatal Error] account_list.xml:1:1: Premature end of file.
<Dec 23, 2008 11:03:04 AM PST> <Error> <HTTP> <BEA-101216> <Servlet: "Registry Servlet" failed to preload on startup in Web application: "registry.war".
java.lang.ExceptionInInitializerError
at java.lang.Class.forName0(Native Method)
at java.lang.Class.forName(Class.java:242)
at com.systinet.uddi.security.destination.DestinationSecurityModule.load(DestinationSecurityModule.java:25)
at com.idoox.wasp.ModuleRepository.loadModule(ModuleRepository.java:120)
org.xml.sax.SAXParseException: Premature end of file.
at org.apache.xerces.parsers.DOMParser.parse(Unknown Source)
at org.apache.xerces.jaxp.DocumentBuilderImpl.parse(Unknown Source)
at com.idoox.config.xml.XMLConfigurator.prepareConfigFile(XMLConfigurator.java:575)
at com.idoox.config.xml.XMLConfigurator.init(XMLConfigurator.java:420)
at com.idoox.config.xml.XMLConfigurator.init(XMLConfigurator.java:333)
Truncated. see log file for complete stacktrace
>
<Dec 23, 2008 11:03:04 AM PST> <Error> <Deployer> <BEA-149231> <Unable to set the activation state to true for the application 'registry'.
weblogic.application.ModuleException: [HTTP:101216]Servlet: "Registry Servlet" failed to preload on startup in Web application: "registry.war".
<Dec 23, 2008 11:03:04 AM PST> <Notice> <WebLogicServer> <BEA-000329> <Started WebLogic Admin Server "zsoaLAALSRAdminServer" for domain "zsoaLALASRDomain" running in Production Mode>
<Dec 23, 2008 11:03:04 AM PST> <Notice> <WebLogicServer> <BEA-000365> <Server state changed to RUNNING>
<Dec 23, 2008 11:03:04 AM PST> <Notice> <WebLogicServer> <BEA-000360> <Server started in RUNNING mode>
Exception in thread "Timer-3" java.lang.NoClassDefFoundError: com/systinet/wasp/webservice/FinalizationSupport
at com.systinet.wasp.ServiceManagerImpl$ReferenceQueueCleaner.run(ServiceManagerImpl.java:2617)
at java.util.TimerThread.mainLoop(Timer.java:512)
at java.util.TimerThread.run(Timer.java:462)

I discovered, that the problem is probably caused by a collection, which is returned by a findBy method.
see detail of exception:
Caused by: javax.xml.bind.JAXBException: com.sun.xml.bind.v2.runtime.IllegalAnnotationsException: 1 counts of IllegalAnnotationExceptions
java.util.Collection is an interface, and JAXB can't handle interfaces.
this problem is related to the following location:
at java.util.Collection
When I deploy an simple WS (summerizing 2 numbers) it is deployed fine and the WS is up and running.
Does anyone has experienced a similar problem? I want to expose the functionality of my BO methods in order to set up a small POC.
Can anyone please help?
Thanks & Regards,
Michael
null

I can start a conversation with my number on imessage but i can't be reached with my number. How can I fix this?

I can start a conversation with my number on imessage but i can't be reached with my number. How can I fix this?

Go to Settings>Messages>Send & Receive, and make sure that your phone number is checked. If it is not, then scroll to the top of that same screen, click on your Apple ID, and sign out of Messages, and then back in again.
Cheers,
GB

HP sweetens relationships with customers by making CRM social

Social Media is the fastest growing channel of customer service at HP. This is no surprise as more and more customers are seeking help on Twitter, Facebook, and other social media sites.
According to a Simply Measured 2014 report*, “Users are adopting Twitter as a legitimate and valid customer service channel. Mentions of dedicated customer service handles increased by44% year-over-year.”
While marketing may have created the Facebook page or Twitter handle to promote products, customers see it as an opportunity to get help. In customer service, we had two choices: put our head in the sand and hope the customer goes away or help them.
For example, Ethel lk promised to never buy HP products ever again.
We had the chance to see if we could turn her around.
We took the conversation offline and worked with her and earned her loyalty back.
Engaging with customers gives us an opportunity to build a relationship with them. In some cases their plea for help on Twitter may be the first direct interaction that many customers have with HP. After all, they may have bought their printer or PC from Costco or Best Buy and never have talked with an HP sales representative.
We need to make sure that the interaction they have with us on Twitter is the same experience as on Facebook or if they pick up the phone. Our relationship with them depends on our ability to provide a consistent support experience.
Right now we have 150 million products in warranty, get 28 million phone and chat interactions each year. Every second four customers look for help in social media in 180 countries around the world.
Each one of these interactions gives us the chance to earn their loyalty by building a relationship with us. To do that, we need to answer their questions quickly and effectively. If they come back 6 months later, they expect to have a similar experience regardless of how they contact us.
With so many customers depending on us, we rely on a Customer Relationship Management system to tie customers and products together; steer agents through an effective troubleshooting process; and track the entire support interaction. After all, the “R” in CRM is relationship, and it is critical in our ability to foster a good one with our customers.
While thousands of agents use this tool for phone and chat, our social media agents couldn’t use our CRM system. It couldn’t handle social media data -- or at least it couldn’t before 2014.
This means that our agents were tracking customers manually. If a customer came back a few months later, the agent needed to turn into a detective to figure out who the customer was what the product was and understand what had transpired.
Something had to change as the volume of customers contacting us in Twitter and Facebook increased hitting more than 25,000 incoming tweets or comments a month.
To handle the increased volume and improve our relationship with our customers, we made significant investments to integrate social media into our Customer Relationship Management system.
HP is quite possibly the first company to be able to take social media content from Twitter and Facebook in different languages and turn them into cases worked on by social media agents in different countries around the world. Right now we are averaging 10,000 cases a month in Twitter and Facebook in English, Spanish, Portuguese, French, and German.
By having an integrated CRM system with all support channels, we get a 360 degree view of customer’s support interactions. This improvement helps three key groups.
Customers: Today, customers choosing Facebook or Twitter have a seamless support experience. HP Support saw a 2 percent increase in Net Promoter Score since the integration with the CRM system went live. Because of the efficiencies gained in the tool, agents reply to customers more quickly. We were able to cut response times by 60 percent, shaving hours off of the time it took an agent to find and reply to the customer. Decreasing response times was challenging because more customers were tweeting and posting than ever before. Since September, we have seen a 103 percent increase in the number of customers reaching out to us for help in Twitter and Facebook. Because of the integration with our CRM system, we are able to reply to more customers more quickly and increase their satisfaction with HP.
Agents: Today agents have a comprehensive view of the customer at their fingertips. The entire online conversation in Facebook or Twitter is threaded together along with any past history. It is easier for agents to see where to take the conversation and how to help the customer. This makes for much happier agents and as a result happier customers. Agent dissatisfaction has turned into satisfaction as a result of an improved tool. Their engagement with customers has increased 187 percent, as measured by the increase in the number of tweets and posts agents made.
HP: HP has the ability to track whether customers are promoters or detractors, and capture the change in sentiment through the support experience. It also has the ability to mine the data for insights and to gain a deeper understanding of global social care metrics. This will enrich the data fed into the teams supervising quality and enable HP to deliver better products. Also, it will help the company identify issues quickly. Early detection of issue through social media has saved the company millions and is now easier to do.
While the results are impressive, building something that has never existed before isn’t easy.
The biggest challenge was that CRM systems are built with fields requiring serial numbers and real names. How do you create a case when MagicPuppy123 tweets, “Please help me @HP!” There is no name, no product, no description of an issue – none of the information that a phone agent would be able to get. Also, how do you figure out that MagicPuppy123 also made a post on the HP Facebook wall asking for help but this time her handle is Tara Jane Willis.
Should this be a case? Is it possible to relate the tweet and post? What is the priority level? Who is the right agent and what is the right country to route this to?
Step by step we went through the various scenarios we have encountered since we began supporting customers in Twitter in 2009 and Facebook in 2010.
We created processes and business rules to filter and route posts to agents with right skill set. Also, we outlined how relevant tweets or posts from a customer had to be threaded together to give the agent a complete account of the conversation to date, even if the customer went on vacation for 3 weeks and just came back. Customers expect to be remembered and bristle at repeating themselves.
When you are building something new, you won’t fully understand the limitations until it is built. There will be features that don’t work as planned that need to be recreated. Also, you learn to identify and build strong relationships with key players: IT, partners, service delivery, analytics, consultants, and agents.
Moving into 2015, HP is working to bring more social media sites into its CRM environment. The integration makes it possible to have blended channel agents: phone, chat, and social media. As social media grows, we can improve trained agents effectiveness by expanding from phone into online communities and social networking sites as the volume shifts over a day or month.
As Forrester noted**, “In the past 12 months, 68% of customers used the phone, 60% used help or frequently asked questions (FAQs), 54% used email, 37% used chat, 20% used SMS, and 19% used Twitter. Customer service agents supporting these media types need access to the same information in order to ensure consistent service.”
Getting all agents on the same CRM environment for all support channels globally is the challenge HP tackled in 2014 and continues to innovate and enhance the support experience for customers.
* Customer Service on Twitter
**Transform The Contact Center: Forrester's Playbook For Customer Service Excellence
I work for HP, supporting the HP Experts who volunteer their time and technical knowledge to help others.

Having used HP/Compaq products for a number of years now we must agree that HP Customer Support is #1 in all areas.
From the data stored for all models, to the HP Support Forums we find excellence in all we search for.
Congradulations Katie_H in all you do in providing help sources for our clients.
"Hoping I have assisted you, George"

Bad start to relationship with BT.

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