Thanks to all of you Xbox fans out there who joined our hilarious and informative chat with McKenzie Eakin and Jerry Kansky during today’s Engaged Brand Twebinar. McKenzie is the Community Program Manager with Xbox LIVE Service and Jerry is a Social Support Analyst from the Xbox Elite Tweet Fleet.

Their Twitter handles give you a peek into their personalities. McKenzie aka @machetebetty is a former WOW player who came to work today with her mother’s bull whip (you’ll have to listen to the Twebinar to find out why and Jerry aka @jerrymoneta plays in a band called Moneta based in Seattle which he shamelessly plugs at the end of the Twebinar.

It wasn’t all fun and games talking to the Xbox crew today though. There was some really great information on why using Twitter as a means to connect with gamers has been such a positive experience for them.

Xbox has struggled with customer service perception in the past so they decided to start a 4 week pilot program called the Elite Tweet Fleet. They had 3 objectives:

1. To give support a human face
2. To proactively reach out to gamers
3. To educate a vocal community

The pilot project was a raving success and customer satisfaction levels were through the roof. The amount of positive reinforcement from the people they have supported has been immense. People are so pleased at the instant nature of support that they get with the Elite Tweet Fleet that they share their positive experience with others (the way that Tweeters do).

Jerry told us that the most important thing for people to remember in a Business Model of Twitter Support is that “absolutely every single tweet that is talking about your business is important.” Twitter is a unique way to create a connection with customers and the Tweet Fleet takes advantage of that fact.

Download the Xbox podcast to listen to more of the Elite Tweet Fleet’s learning’s and to hear some of their plans for the future. You’ll know it’s going to be a fun chat when McKenzie starts off by saying that “everything is more fun when it rhymes”, e.g. the Elite Tweet Fleet.

Thanks to everyone who came and listened to today’s Twebinar and for the multitude of questions. If you need some Xbox support, give them a shout @xboxsupport and if you just need some giggles follow Jerry and McKenzie. As always, there were some fun tweets that took place during the Twebinar: