Customer Service in Second Life

It’s been
too long since I’ve blogged here and I hope that people don’t think that’s
because we’ve joined the companies quoted in a recent Forbes
article
(registration required) saying they were pulling out of Second
Life.  GigaOM
has a good post that debunks many of the business myths perpetuated in that and
other recent articles. 

I’ve
actually been kept busy with 2D activity-leading an initiative to look at
potential new designs for the home page of Dell.com.  But, that’s a future story to come.  As I recently told an L.A. Times reporter who
chose to leave all of my comments out of her
article
, we remain pleased with our entry into the metaverse through SL and
we plan to continue building our community there and learning from our first
foray into virtual worlds.  There has
been a drop in the daily traffic to our space over the past few months, but in
all honesty, we haven’t given people a whole lot of new and interesting reasons
to visit.  As I noted in
a response
to a ZDNet blogger, though, we still see a lot of opportunity to
connect with people through this platform.  

We did do a
Rock the
Ark party
, and streamed in a video from our Inspiron launch event.  And, we recently streamed Michael Dell’s Small Business
Town Hall into SL, and he
even took a question from the group watching there during his live Q&A
session. And, we’ve built out a StudioDell Theater where you can watch videos
from our Webby-award-winning StudioDell
site.  But, as we hear from Grace
McDunnough
and Linda
Zimmer
, it takes more than those sort of things to make this environment
work.  We need more ways for you to
interact with us there.

So, as
further evidence of our continued exploration in 3D interactions, I’m excited
to introduce a new member of the Dell family in SL -Todd Dell.  Todd is part of our Online Community Outreach
team and he is about to begin keeping office
hours
on Dell
Island
to provide assistance to residents who visit our virtual space.  From directing you to the new StudioDell
theater, to helping you with Dell customer service and tech support issues.
Todd is based in the U.S.,
but will have the contacts inside of Dell to get assistance for customers in
other parts of the world.

Beginning
August 6, Todd will be hanging out in our new coffee shop, The Buzz and Bean,
in Dell City Monday – Friday, 5 – 6am SLT and 12
– 2pm SLT. Based on traffic and demand, we may adjust those hours in the
future.  Yes, I know avatars can’t drink
coffee, but we thought the comfortable atmosphere of a coffee shop might be a
relaxing place to chat about whatever is on your mind.  Although advice for your live life isn’t
exactly the sort of questions Todd hopes to be able to answer for you.  Do drop by with your Dell-related inquiries
though!

Laura Pevehouse

About the Author: Laura Pevehouse

Laura Pevehouse was profiled as one of five “social media mavens” in the March 2009 issue of Austin Woman Magazine and named an AdWeek’s TweetFreak Five to Follow. She has been part of the Dell organization for more than 15 years in various corporate communications, employee communications, public relations, community affairs, marketing, branding, social media and online communication roles. From 2014-2018, Laura was Chief Blogger/Editor-in-Chief for Direct2DellEMC and Direct2Dell, Dell’s official corporate blog that she help launch in 2007. She is now a member of the Dell Technologies Chairman Communications team. Earlier in her Dell career she focused on Global Commercial Channels and US Small and Medium Business public relations as part of the Global Communications team. Prior to that, she was responsible for global strategy in social media and community management, as well as marcom landing pages, as a member of Dell’s Global SMB Marketing, Brand and Creative team. When she was part of Dell’s Global Online group, Laura provided internal consulting that integrated online and social media opportunities with a focus on Corporate Communications and Investor Relations. She managed the home page of Dell.com, one of the top 500 global web sites in Alexa traffic rank, and first brought web feeds and podcasts to the ecommerce site. In her spare time she led Dell into the metaverse with the creation of Dell Island in the virtual world Second Life. Laura has earned the designation of Accredited Business Communicator from the International Association of Business Communicators, and received her Bachelor of Arts in Journalism from Louisiana State University. Before joining Dell Financial Services in 2000, she worked at the Texas Workforce Commission and PepsiCo Food Systems Worldwide.