Twitter – The Essential App at Mailtrust

From Z. Kelly Queijo:

Not long after writing: From “Follow” to “Follow-Up” – Using Twitter in Business, I had the opportunity to chat with Cameron Nouri, Online Customer Experience Manager at Mailtrust.  Here's what he had to say about Mailtrust's use of Twitter.

ZKQ: How does Twitter fit the mission of Mailtrust?

Cameron Nouri, Mailtrust Nouri:  A month and a half ago, we started using Twitter, but we aren't trying to use it as a selling tool.

It's not the greatest medium to use to actively go push sales. We use it to demonstrate to the world we are more than just an email hosting company. We want to be the leader in the software-as-a-service solution in the industry. So with our Twitter account and our blog, we're trying to promote our company and point to what we see in the industry as important.

ZKQ: How do you use Twitter on a daily basis?

Nouri: Support. Twitter is one of those great tools where, instead of leading a customer to frustration, we can actually stop customer frustration. Literally, within 20 minutes of a customer having an issue, we are able to get a team support lead on the phone and solve the problem.

ZKQ: Which Twitter functions help you do that?

Nouri: You can follow anything – a phrase, a company, or you can use programs like TweetDeck. It's our essential application. We're able follow anytime anyone is talking about Mailtrust, or other topics in the industry, like Cloud computing and email hosting. We are able to build our base of followers because we can reach out to them. Anytime someone says something about Mailtrust, we're able to monitor that and respond.

ZKQ: How do your customers use Twitter?

Nouri: Our customers are using Twitter and they're talking about Mailtrust. So, if we're not in there and talking with them, you know what? We're not controlling that conversation and they're not getting the help that they need. If a customer comes to us saying they are having a problem, or they are saying “I had a great experience with Mailtrust.” We want to acknowledge them. Then, they are actually going to go out and actively tell others that they had a great experience. We don't want to be seen as a faceless company. We want to engage with customers on many different levels; Twitter is just one of the ways we do that.

ZKQ: What do you like best about Twitter?

Nouri: I think Twitter is one of the greatest mediums that has come across in the past year and has taken the world by storm. It really pushes the envelope on transparency, and the best thing about Twitter is that it can be whatever you want it to be.

Mailtrust on Twitter


Z. Kelly Queijo writes about business and technology, people and their passions.  She is a frequent contributor to Handshake 2.0.

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