Social Media and Customer Support
Fail Whale is no more, get your company on here
I’ll be writing a longer post about twitter specifically in the future. Every company that has a customer support department, and even those that don’t, need to be on a social network. Twitter allows people to rant and if you are wise tracking or searching for your company name you can find out who is complaining or needs help instantly. Using Twitter, facebook, or whatever your choice is, is a grass roots marketing and customer satisfaction. Comcast was one of the first to Twitter, and much props to Frank Eliasson for having the vision. I for one can speak praise of Comcast on Twitter.
One day my cable modem decided to drop out, was giving me lots of problems. I ranted on twitter about my problem, and sure enough I get a reply from @comcastcares asking if I’d like help. All through direct messages on Twitter I was able to schedule a service guy to come by and swap out modems. Wow that was easy.
Even other service or business should have a presence. Not only does this allow you to react and respond quickly but it allows you to have a greater influence on the early adopters. Early adopters of twitter and these other services are often the pioneers that later recommend and guide their family and friends in what technical things they should use or buy. If you get early adopters on your side then you will get those that listen to them on your side as well.
For those of you wanting to get ahold of a business I suggest visiting Social Brand index. They have a yellow pages of companies on Twitter and other social networks. This is an awesome way to get attention of a business and not have to deal with being on hold on the phone.
