Customer Service Goes Social: Agent Care Moves to Facebook and Twitter
Lately if users have a complaint, comment or question they would like to communicate to a customer service agent all they have to do is go to their Facebook, Twitter or other social media account and post their comment. If it’s a complaint, the chances of the issue being addressed and handled immediately become greater if you post to the companies’ social media page. There has been great success, especially on Facebook fan pages.
According to this year’s Social Media Index Report, 86 percent of the users who were included in this survey used Facebook to get an answer from a customer service representative. Coming in second, as a social media resource for easy access communication with an agent, was Twitter. You might be wondering why this form of communicating with agents is so effective. Vanessa DiMauro, of Business 2 Community, suggests a few reasons.
Reducing Call Center Volume
Having issues with your Dell? Or maybe you’re bothered because you believe you were treated poorly by an employee at McDonalds. Maybe you love Pepsi and want the whole world to know. Whatever your reason is for wanting to reach a customer service representative, DiMauro says communicating with representatives in a community platform can allow a company to address an issue on a community level and allow other customers to come forward with similar stories that can be addressed with equal or better immediacy than if you called customer service by phone. You can use this form of live support via Twitter and Facebook anytime and from anywhere you are connected to the Internet and you don’t have to call during business hours to have your query addressed by a representative. Even better, you didn’t have to wait on hold for several hours to get your question answered.
The Squeaky Wheel Effect
Twitter is effective, but it’s still a feed that can get crowded and can make your comment get buried, whereas on Facebook, a customer’s comment is seen and is not buried as easily. If the comment is a legitimate one others can relate to in the Facebook community, then it could start a snowball effect and the more people who talk openly about an issue, the faster it will be addressed for all who are experiencing the problem.
Social Media pages also allow the PR department of a company to reach a larger community and serve new and old customers all at once. Since more users tend to surf their Facebook and Twitter feed with equal rigor, finding special deals on both social networks seem to work well, however Facebook users tend to share what they’ve discovered on Facebook more than what they found on Twitter, in terms of special deals says DiMauro.
At this point in the game, it’s pretty clear more and more users are finding it easier to connect with and communicate with companies, customer service reps than with other forms of communication, like the phone or email. Taking compliments or grievances to a public forum is always a good way to get the air cleared for company and customer.
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