Is it just me or are brands more pro-active doing customer service in social media than they do in their actual brick and mortar stores or through their websites?
Dell (@DellCares) and Rogers (@RogersHelps) are great examples of a social media trailblazer and a late comer getting it right. Their social media teams are really showing other customer service reps how it is done.
Recently, some Twitter users were experiencing poor customer service at a bank. Soon after, tweets about the experience were posted, and very quickly calls from branch managers (who was notified by the social media team) were made. Social media works.
Social media lends itself to better customer service than your average website: I don’t see how filling out a “Contact Us” form can ever beat the one-to-one connection on Facebook or Twitter.
Why do brands listen on social media listening while many in-store representatives are tuning customers out? This is not an indictment of employees; it is a tough job dealing with people who sometimes don’t want to compromise.
If we can learn anything from social media, it is that listening really pays off. The other lesson is people will publish their bad experiences for their social networks to see, but not always publish the good moments.
What are some of the great customer service experiences you have had on social media? Has it outweighed your experience in store or on parent websites?
More: Check out this Mashable post looking at nine ways that top brands are customer service for better customer service. Dave Fleet has a good post on eight ways that brands can scale their social support efforts.