My communications with business for a long time was using toll-free numbers that connected to an evil customer service representative that would sometimes help you. I call them evil because in my experiences well results varied, sometimes they would help you and other times you would find yourself on hold for what feels like forever or other times dealing with an overworked customer service representative who can't really help you at their level. So maybe evil is too strong a word, inconvenient may be a better word for it.
As social media has evolved the connection between businesses and their customers has grown. When you leave a comment on a businesses social media feed one of the admins will usually get in contact with you and guide you in the correct direction, most often the webpage of a particular department or providing assistance using the internet. I have also observed different businesses use social media to provide a quick response to menacing customers as well.
I have not had a personal experience communicating with a business on social media but I do know that interactions between business and customers can be observed. It is the ability of potential customers to see your interactions that would effect my decision making when it comes to replying to positive or negative comments. Being responsible and remembering to provide quality customer service even to blatantly negative comment is extremely important because one negative interaction can go "viral". Snarky comments can be used to combat undo negativity, but professionalism should be used when facing constructive criticism and service issues. I believe a certain amount of finesse is needed to handle myriad of interactions a business will have on social media.
As social media has evolved the connection between businesses and their customers has grown. When you leave a comment on a businesses social media feed one of the admins will usually get in contact with you and guide you in the correct direction, most often the webpage of a particular department or providing assistance using the internet. I have also observed different businesses use social media to provide a quick response to menacing customers as well.
I have not had a personal experience communicating with a business on social media but I do know that interactions between business and customers can be observed. It is the ability of potential customers to see your interactions that would effect my decision making when it comes to replying to positive or negative comments. Being responsible and remembering to provide quality customer service even to blatantly negative comment is extremely important because one negative interaction can go "viral". Snarky comments can be used to combat undo negativity, but professionalism should be used when facing constructive criticism and service issues. I believe a certain amount of finesse is needed to handle myriad of interactions a business will have on social media.
We have come a long ways from those "inconvenient" customer service representatives! Glad we don't have to handle that as much these days! I'm right there with you on that!
ReplyDeleteNot sure if you knew this as well, but there are companies who provides services in social media interaction and content for business who may need the assistance! The company I work for doesn't use one, because it's me who manages the sites. However, I've recently came across many time within these past few months that there are companies who offer this service. So, these responses are not always the company themselves! Interesting eh?
I completely agree that toll-free numbers for Customer Services can be quite a nightmare.
ReplyDeleteYou spend a great amount of your time on hold and if you are lucky enough, you get the right person to help get your issues resolved.
Social Media has improved the way businesses and consumers relate and it gave a lot more power to consumers to have their problems heard and resolved.
I also agree that as a business, we have to be very professional and patient when facing criticism because one negative interaction can go "viral" and damage a lot of the good work we try to do.
I really liked your post, great job!!
Priscila
That is an interesting point about the evolution of costumer communication. I believe there is absolutely a learning curve involving social media and older generations. That being said I think you have to evolve in the world of social media and learn to utilize it to build your personal brand.
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