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RIM Gives Us Some Insight into their Online Customer Support Team

bbhelp twitter Every few weeks the official BlackBerry Insider blog does an interview with a different key player at RIM. The latest interview with Michelle, Community Manager for the BlackBerry Support Community Forums, is a great read since it gives some insight into how RIM’s customer support has changed over the years.

Here are some highlights of the interview:

  • The online support properties at RIM are run by the Online and Social Support Team (OSS) which is under the Customer Support Organization (CSO). This team brings support resources online to Twitter, YouTube, and more.
  • Until April of 2008 support was usually done over the phone after carriers transferred customers they could not help. That changed when RIM launched the BlackBerry Support Community Forums for customers. We have seen some nice improvements since then with Twitter, Blogs, and more.
  • Did anybody else know that RIM has both an English Twitter Help Team @BlackBerryHelp and a Spanish Twitter Help Team @AyudaBlackBerry ?

I think this slow movement towards direct support with customers is a huge improvement for RIM. There is still no way for customers to directly open up a support ticket with RIM but hopefully that will come in the future. The official forums work well for now but I don’t know if it will stay that way. RIM is moving proactively to communicate with users with their two consumer focused blogs along with their MyBlackBerry community. It is great to see these changes finally taking shape and I hope RIM has some more tricks up their sleeve.

What do you think?

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