On Decem­ber 18, 2008, a friend and man­ager in the Client­Care orga­ni­za­tion here at Omni­ture approached me about head­ing up a new approach to sup­port: social media. I was an avid Face­book user and blog­ger, but had never used Twit­ter. To call the next few weeks “trial by fire” would be to under­state the size of the fire­hose from which I drank. When the dust set­tled, we learned some­thing wonderful:

Tech­ni­cal sup­port in 140 char­ac­ters works. In fact, it works really well.

I have spent the bet­ter part of the past 18 months work­ing with Omni­ture users on Twit­ter, Face­book, LinkedIn, blogs, forums, and else­where, and a num­ber of great things have come out of it. First, you all get near-immediate answers to pesky ques­tions. Sec­ond, you get to meet and share knowl­edge with one another; I am con­vinced that our com­mu­nity of users will always under­stand how our tools are really used much bet­ter than I will, so you are fre­quently the best can­di­dates to answer another user’s ques­tion. Third, we get much closer inter­ac­tion with you, lead­ing to more direct prod­uct inno­va­tion and things like the Idea Exchange. I could go on, but you’re prob­a­bly already won­der­ing what my point is.

In response to the tremen­dous suc­cess of these pro­grams, we would like to make you aware of a few changes to the Omni­ture Client Ser­vices social media pro­gram. I’m call­ing it “Omni­ture­Care v2.0,” because that’s exactly what it is.

First, as some read­ers have already noticed, Jor­gen Sorensen has begun to field your ques­tions using the @OmnitureCare Twit­ter account. Many of you have worked with Jor­gen in your inter­ac­tions with Client­Care, and have let us know, in no uncer­tain terms, that he is extremely pas­sion­ate about your suc­cess in work­ing with Site­Cat­a­lyst and other Omni­ture tools. (Bonus: He speaks Japan­ese.) Jor­gen will also be mon­i­tor­ing var­i­ous forums for web ana­lyt­ics. We strongly believe that a sin­gle indi­vid­ual should rep­re­sent the @OmnitureCare account, and it should always be the per­son clos­est to the action. More than 2,000 of you have come to rely on the @OmnitureCare account for impor­tant updates and infor­ma­tion, and that won’t be chang­ing in the slightest.

Sec­ond, we are look­ing at addi­tional ways to broaden our impact in social media chan­nels. As an exam­ple, some of you may have noticed the addi­tion of Fran­cois Coque­mont (@OmnitureFC) to our Twit­ter team. We will con­tinue to refine and improve our approach to make sure that we are tak­ing care of you. The prin­ci­ples of test­ing, analy­sis, and opti­miza­tion all apply to our usage of social media.

Finally, in case you are won­der­ing about me, I will be stick­ing around as @benjamingaines, and will con­tinue to par­tic­i­pate in dis­cus­sion about our prod­ucts. How­ever, my role here will be chang­ing some­what; I will be join­ing the super­heroes on our Prod­uct Man­age­ment team and work­ing with Site­Cat­a­lyst, a prod­uct that I have used lit­er­ally every work­day (and many week­ends!) for more than four years, as well as our new Dig­i­tal Pulse tool and the Idea Exchange. I’m excited about this for a num­ber of rea­sons, not the least of which is that I will get to con­tinue work­ing closely with you, our user com­mu­nity, and doing my best to ensure your suc­cess going for­ward. Social media has become, and will con­tinue to be, an ideal way for our Prod­uct Man­agers to learn what you need from us and our prod­ucts, so I hope you will share your thoughts and par­tic­i­pate the dis­cus­sion. Also, I will con­tinue to pub­lish reg­u­larly on this blog, so don’t update your feed readers!

I am excited about these devel­op­ments, largely because they will enhance our abil­ity to inter­act with you and ensure that you get answers exactly when you need them. I hope you’ll join me in wel­com­ing Jor­gen (if you have not done so already) and oth­ers who will take part in our social media sup­port efforts in the future. We are thrilled to be a part of an orga­ni­za­tion that takes social media sup­port so seriously.

I’m used to clos­ing my blog posts by invit­ing you to con­tact me on Twit­ter. I’ll do the same this time; if you have any ques­tions about any of these changes, please feel free to con­tact me… at @benjamingaines.

8 comments
proximity card
proximity card

I am sure that we are going to have a wonderful time with OmnitureCare v2.0 from the dedicated work being put into it by the team and from what is written here, the best is yet to come!! With the work being done to improve the impact in social media channels I am sure that by making it possible to interact with Jorgen on a one-to-one basis, I am sure that things are definitely going to change for the better!!

Melissa Kavanagh
Melissa Kavanagh

Congratulations Ben! I will miss you, but will look forward to pestering Jorgen now. ;-)

Jason Egan
Jason Egan

Congratulations on the new opportunity! I hope we get a chance to work together on an implementation sometime in the future!

Aviel Lazar
Aviel Lazar

Hey Ben Thanks for all the help it was always professional and priceless. Whenever I was talking about Omniture, your one man show, was mentioned as a big advantage. Good luck at the new job. Oh and welcome Jorgen. Aviel.

Aviel Lazar
Aviel Lazar

Hey Ben, Your help was always professional and priceless!!! Anytime I talked about Omniture, your one man show was mentioned as a big advantage. Thanks again and good luck with the new job. Oh and welcome Jorgen :)

Jason
Jason

Congratulations Ben. You are going to make a great addition to the Product team.

Ben Gaines
Ben Gaines

I appreciate that, Aviel. It's wonderful to hear that I made a difference for you. I'm confident that Jorgen will do an even better job than I did!

Ben Gaines
Ben Gaines

Thanks, Jason. . . much appreciated! I certainly hope you're right.