Episode 15 - Digital Ocean

Focus on Customer Service Podcast

DigitalOcean bills itself as “Simple Cloud Hosting, Built for Developers” and promises that even a rookie developer or engineer can deploy a cloud server with just a few clicks. “We’re simplifying the cloud for developers and providing an experience they will fall in love with,” says Daniel Zaltsman, DigitalOcean’s Social Media Manager. He said that when he arrived at the company, the co-founders were “tweeting in the middle of the night” but that he was able to leverage “a support team that was already technical” and teach them “how to use social”. DigitalOcean’s social care is unique in that it handles mostly technical questions, but its customers demand the same kind of responsiveness as traditional consumer-facing companies. Daniel joined me and Dan Moriarty live on Blab for the latest episode of Focus on Customer Service, forming the soon-to-be-trending hashtag #DanDanDan in the process. Here are the highlights of Episode 15 and where to find them: 1:01 Some background on DigitalOcean and how Daniel got there 2:19 How DigitalOcean operationalized customer support 4:34 How B2B interactions on social media differ from B2C 7:45 How Daniel trained non-social support agents on social media 10:01 The metrics that DigitalOcean tracks for social care 12:32 Daniel is challenged to demonstrate the ROI of social care to his “boss” 17:55 How CRM systems play a role 22:00 Daniel shares his very own… customer service haiku! 22:55 Some of the most memorable tweets DigitalOcean has received have had nothing to do with their actual business 25:14 Question from the audience 26:33 Daniel’s advice for other brands that want to be great at social care Would you like to see a brand on the Focus on Customer Service podcast? Just tweet it out using the hashtag #FOCS!