Inside the CSO Team!


Astute readers may have noticed a new addition to the Inside BlackBerry blog family today: the Inside BlackBerry Help blog. I highly recommend checking it out if you’re looking for great tips, tricks and how to’s to maximize your BlackBerry® smartphone experience. You’ll definitely want to check out Help Blog honcho Michelle’s introductory post, but before you do that, why don’t you read my interview with her about Help Blog and just what the CSO team does at Research In Motion® (RIM).

Who are you and what do you do?

My name is Michelle and my role is Community Manager for the BlackBerry Support Community Forums. I work within a team called the Online and Social Support (OSS) Team, which falls under the Customer Support Organization (CSO) at Research In Motion. OSS focuses on support resources within and planning opportunities within social channels such as Twitter® and YouTube®. Specifically, my role is looking for and creating opportunity to build communities and find ways to support our BlackBerry smartphone customers within social channels. This isn’t done in a silo either – I have the best job because I get to work with a ton of different teams within RIM (like the blog team! – Ed.).

What is CSO’s role at RIM?

CSO stands for Customer Support Organization and within RIM it has the job to support BlackBerry customers and carriers worldwide.

Tell me about all the different ways the CSO team engages with BlackBerry smartphone users.

Our Technical Support team has traditionally supported BlackBerry smartphone users via our call centre. However, in April 2008, we launched the BlackBerry Support Community Forums, which is primarily a customer-to-customer channel – although you will see our BlackBerry Help Technical Advisors from the Social Media Support team jumping in now and again to help out where they can! Last year, in addition to the work on Forums, the Social Media Support team began tweeting, answering technical and how-to questions to our customers frequenting Twitter. You can find the team tweeting at @BlackBerryHelp and @AyudaBlackBerry for Spanish speakers.

Walk me through how you guys prepare for a new BlackBerry product launch. What’s involved? What teams do you work with?

The Social Media Support team (@BlackBerryHelp) team is usually trained on new products, and would also have access to FAQs and product documentations prior to launch. This helps them prepare for what questions might come to them via the various social channels. Upon launch, they will often tweet out links to blog posts, forum posts, FAQs or Knowledge Base articles in response to questions or as a tip to followers. They also gather any feedback from users and route it internally – which is a very important step to ensure we’re meeting the expectations of our customers! All of this requires working with groups from all over RIM including customer support, product and marketing.

What types of questions are the ones the BlackBerry Help team is most commonly asked?

Everything from “how do I change my wallpaper?” to “I have a message indicator on my home page– but I can’t find the message!” The questions can be simple a how-to or require a bit of troubleshooting. The team does their best to help in 140 characters or less! We also spend a lot of time sending tips to our followers on how to enhance their BlackBerry smartphone experience.

The @BlackBerryHelp Twitter account is pretty popular! Do you think that’s an indication of the new ways consumers are looking to engage with companies (via social networks and the Internets) about their products or do you guys just publish really good tweets?

I would have to say it is both. We publish some great tweets, of course, including my personal favorite:

People wouldn’t follow us on Twitter if we didn’t add value to their Twitterfeed. In addition to the great tips and engaging content from the awesome Social Media Support team, they really help people. Every week, the team helps thousands of customers learn cool stuff they can do on their BlackBerry smartphone and help address the problems they may have. The team gets kudos every day from our followers and non-followers alike. It is pretty cool that the team is able to help so many people in 140 characters.

Talk to me a bit about the BlackBerry Support Community Forums – what’s going on in there? What are people talking about?

The BlackBerry Support Community Forums is an amazing community of BlackBerry users. BlackBerry smartphone users of all kinds visit the forums – from Developers to IT to folks who use their BlackBerry smartphone for keeping their personal life running! But a community like this wouldn’t be anything without members who come back to help each other. Over the past two years, the BlackBerry Support Community Forums has become an incredible place due to its members. We have a number of members who give back to the community every single day by helping other BlackBerry smartphone users.

What’s the goal for the new Inside BlackBerry Help Blog? What kind of content can we expect to see?

I am really excited about the new Inside BlackBerry Help Blog. The team has been spending so much time limited to 140 characters that it will be truly exciting to see what they can do in full paragraphs! The blog will focus on questions around recently introduced products, and give users the basic steps in order to accomplish what they want to using their BlackBerry smartphone. We will take what we have discovered from the team’s experience on Twitter and post more involved content on the Inside BlackBerry Help Blog. I hope that users will find both our basic how-to and more advanced technical know-how on the blog useful! And of course, it will be a work-in-progress as we learn from the community as to what they are looking for from the BlackBerry Help team. We’re going to listen closely to what the community wants so we can deliver it.

What’s the hardest part about your job?

Keeping up! I love social media because it is fast-paced – but it can be a challenge to not want to leap into every space without first stopping to think about the best course of action. I think we’ve done a really good job of anticipating the needs of our users, while at the same time engaging and creating communities when the time was right.

About Douglas Soltys

Word Czar. Web 7.0 (in beta). Blogs and tweets and wonders.

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  • Joel Reeves

    Great interview MichelleK!!!! :o)

  • JJRoberts

    Hey Michelle welcome! Loved this…great stuff yall

  •!/profile.php?id=100000150318786 Ghiawafa


  • Naveed

    Is there any way to find about the applications that stay active even if you exit out on curve 8900?

    • Anonymous


      Press and hold the menu key to bring it up. Thank you

  • Naveed

    Is there any way to find about the applications that stay active even if you exit out on curve 8900?

  • Carolanne

    Hi. I am having problems with my Blackberry Curve. I am able to recieve and open text messages from all my contacts, except for one person who can send messages to me, but I can’t open them. Is anyone able to help me ? Thankyou

  • Awesome

    Why when I go to You Tube it does not letm me watch the whole video???

  • Hamada__808

    how may i watch the facebook clips videos and also why does the youtube has error each time i use it

    • Anonymous

      Facebook video clips cannot be viewed on the BlackBerry. In regards to YouTube, do you have your Wi-Fi enabled when trying to view the videos?

  • thomj1

    how do I change my blackberry id. I have tried every password I can think of, and I keep getting my account frozen. I would like to have my blackberry id reset.

  • Madest_dale

    when logging into blackberry world to upgrade an app, it keep asking me to log in and am not able to get pass there to upgrade or download apps

    • bbhelp_cynthia

      Try upgrading your BlackBerry App World to the most recent version from and logging into My World again with your BlackBerry ID.

  • Kate Pettit

    I added two email address to by Curve 8530 and now want to delete one of them. How do I do this?

    • bbhelp_cynthia

      Try following this article to delete an email account from your BlackBerry.

  • Tcbelle

    I deleted a message from my BB and it just sits there deleting for the last 1/2 hour. What’s up with that? I’ve not had any issues before.

    • bbhelp_cynthia

      Have you tried reinserting the battery? If the issue persists you may have a corrupt Message database. Try clearing your Messages database following this article:

  • Pat Cleary

    Hello, I recently purchased a blackberry 8520 with service through t-mobile and am interested in getting gps functionality. What are the options that are available to get gps for my vehicle attached to the 8520 so that I could get turn by turn directions?

    • BlackBerryHelp_Corey


      The BlackBerry 8520 does not have an internal GPS receiver. You will have to use a carrier controlled GPS software. BlackBerry Maps will not be able to work unless you connect to a Bluetooth GPS receiver. Hope this information helps.

  • Fuadreza

    hello,i m from Bangladesh, recently i purchase a blackberry 8110 pearl. but i cann’t activate enterprise service…..and also not configure my mail accounts……and also i cannot using my blackberry messenger….. but i can use my blackberry browser……….please help me……how i solve my problem………….

    • bbhelp_cynthia


      Do you have a BlackBerry data plan with your wireless service provider? You will need the correct plan to access any of these features.

  • Rodrigo Martin

    Hello I am from Costa Rica and I just got the new BlackBerry Torch 9800 and I had the Curve, so I download the PocketMac from BlackBerry. So I can download my information from the Curve in my laptop and then download it to my BlackBerry Torch but when I sync the Curve with the laptop all my contacts desappear complete I have no idea how to get them back… Can you please help me.

    • bbhelp_cynthia

      Do you still have a copy of your contacts on your Mac? What is your version of Mac OS?

  • Aamiri75

    Hi. I’ve downloaded blackberp my phone data to my laptop, but when i connect my phone through ethernet to my laptop it ask me to put password in, dont know how to find a password, however i know it is alphanumeric number. Will appreciate if someone can shed some light on this.


    • BlackBerryHelp_Heather

      Do you have a password on your BlackBerry? If so, have you tried entering that password in?


  • Anai

    Hello! I´m trying to download the latest version of BB Desktop Software, but at the end of the process I keep getting a downloading error from the Instalshield Wizard regarding “dotnetfx35setup.exe” file. Can anyone help solve this? I urgently need it to be able to correctly synchronize my PC and BB.


    • BlackBerryHelp_Heather

      What version of Windows are you using?

      Try restarting your computer and re-download the BlackBerry Desktop Manager from and save the file locally. Then try installing.


  • Sagar Mahendru

    Hi, i have Blackberry Storm (9550) its been 7 to 8 months now suddenly the touch screen of the phone has started to hand. I try to open sms but something else opens up what is the solution for this anyone who can guide me

    • BlackBerryHelp_Brian

      Hey Sagar Mahendru,

      Sorry to hear about your issue. Are you currently running the latest version of device software offered by your wireless service provider? You can check your version by going to Options – About, you can then compare this to what your service provider offers here

      Let us know if you need help updating if you are not up to date.

  • Amolsupal

    I have bought new Blackberry 9300 curve from E Zone Chembur Branch, India. I took Vodafone new connection and try to activate Blackberry service. But Vodafone service centre convey me that you phone is not able get register in Blackberry Server.
    Request anyone who can help me to resolve this issue.

    • BlackBerryHelp_Brian

      Hey Amolsupal,

      Did they provide you with a reason as to why you are not able to activate the device?

  • shakey916

    I have registered my new Torch, and every time I try to login it says it can’t find me. I have tried to reset my password, and it still doesn’t recognize me. I can’t do upgrades or download some apps because it doesn’t recognize me. Arghhhh…

  • Nikki Albertyn

    Hi there!

    Is there anyone that can direct me to a site that has information on the “do you speak Blackberry?” campaign in South Africa?


  • CaraEmily

    i have a blackberry curve and when i try to open a sms it just shows it as unread but doesn’t open the actual message and when i reply i can’t see the person’s previous text only mine what’s the problem?


    • Anonymous

      What model BlackBerry curve do you have? What is the software version that you are currently running?

  • Carel Hollenbach

    My BB bold keeps on asking me a login password. I have entered the password 9 times and it prompt that this is the last attemp before all data will be wiped. I do have a backup on my laptop, but dont know what will happen with the device if I let it wipe the data??? Will I be able to use my device again and do a backup from my laptop again??

    • Anonymous

      The password you are being prompted for is the device password. When you put the password in on your device do you use numbers? If so, unless your pressing the ALT key before pressing the key you are using a letter. Try using the letters on each number key you were trying to use.

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