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Cisco Support Community: Winner of the 2011 Forrester Groundswell Award for Supporting Social Media

February 9, 2012 at 2:19 pm PST

Many companies today are jumping on the bandwagon to add custom social media accounts to their list of web properties. The Cisco Support Community team is one such group, but this team has done so particularly well and seen great successes with their endeavors.

In early 2010, they launched and revamped their social initiatives in hopes of staying connected with customers and extending the community beyond Cisco’s immediate reach. Just over a year afterward, the team was recognized as the winner of the 2011 Forrester Groundswell Award in the B2B Supporting Category. What’s more, Cisco estimates that the community-based support on Facebook and Twitter is saving the company more than $400K annually! Not everybody rises to fame with the fruits of their social media labor. I was curious to find out what the team did that led to such positive results, so I chatted with Pratibha Gupta and Mohan Rao, leads of the social media branch of the Support Community team.

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The Lone Admin and The Cisco Technical Support iPad App

Authored by : Kent Wong, Product Manager, Technical Services

It was a evening like any other.  The Lone Admin walks into a his local watering hole to relax after a full day of battling issues and keeping his company’s network safe and secure.  He is known somewhat as a miracle worker, a conundrum wrapped in an enigma.  Even against the most sinister of network issues he is able to stand his ground and find resolution all by himself.  How does he do it?  None of his peers know.

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The Tale of the Network Rock Star and The Cisco Technical Support iPhone App

Imagine for a moment you’re a network admin, the rock star of your IT center hanging out at a coffee shop after work.  All of a sudden you get a call notifying you that there is some critical system issue at work.  The issue is a new one in which you would like to turn to the collective power of your peers for assistance in troubleshooting at the Cisco Support Community.  But you don’t have your laptop, and you do have an iPhone.

Cisco Support Community iPhone App

Cisco Support Community iPhone App

Being the rock star that you are, you pull out your iPhone hop onto the app store and download the Cisco Technical Support app where you can access real-time technical forum discussions, videos, leaderboards, and RSS feeds from your iPhone.

You then go to the discussion forum and post a question to the support community.  Within minutes like lightning from the sky you get several responses answering your question.  You then relay this information to work hence resolving the issue and maintaining your rock star status.  You feel good about yourself and resume sipping your coffee knowing that you just saved the company from a catastrophic disaster.  When networks fail, when systems crash, you will be ready to answer the call to action anytime, anywhere.  With the Cisco Technical Support iPhone app you’re the network rock star!

A key element of Cisco Smart Interactions is focused on taking our technical support resources and community discussions to where our customers and partners are – wherever, whenever.  Now, our community members can participate in discussion forums, get real-time access to Cisco experts and access technical support resources directly with the Support Community.

  • Over 260,000 registered users
  • Over 6,000 new discussions and responses each week

Click Here for more information and development on the App and to see the discussions around new features and versions.

For more Technical Support Solutions and Collaboration, Please visit the Cisco Support Community.

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Best Practices for Participating in an Online Community

March 25, 2011 at 11:55 am PST

We offer 5 tips for getting the most benefit from a support forum

Online support communities are a great resource when you need assistance—whether to resolve a technical problem or get solution recommendations. As the owner of a small company, though, your time is at a premium as you juggle the many facets of your business—marketing, accounting, and customer service just to name a few. You don’t have countless hours to spend combing a support community for the help you need.

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Ask The Expert: T.38 Fax over IP Design Best Practices – November 18th

November 18, 2010 at 8:01 am PST

Join us on Thursday, November 18th, for our upcoming live Ask The Expert event, inside Cisco Live and Networkers Virtual. Ask the Expert events are part of our content partnership with the Cisco Support Community. Take advantage of these opportunities to get answers to your questions live, in real-time, by a Cisco expert.

The T.38 protocol has emerged as the de facto standard for transporting fax traffic in Unified Communications networks. However, to get the most from T.38 and deploy it effectively, certain design best practices must be followed. This webcast session guides you through these T.38 design best practices and gives you the knowledge to ensure that your T.38 integrations and designs are successful.

Speaker: David Hanes
Date: Thursday, November 18, 2010
Time: 10:00 a.m. Pacific/1:00 p.m. Eastern
Location: www.ciscolivevirtual.com

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