I can’t imagine anyone not
having difficulty communicating with a business at some point. Whether it be that
the business is closed; not responding to phone calls or letters, or unhelpful
employees, we all have had this experience at one time or another.
I really think that this is
where social media can really help bridge the gap between customers and
business. Nothing can be more irritating
than having to wait on the phone or in line for a simple issue. Using social
media, you can send a quick message, which the business can then address. This can happen after hours or when it is convenient.
Businesses can be more
customer friendly and efficient by allowing customers to use social media to
communicate. Customers can place orders;
ask questions, and address problems without having to get on the phone, or
stopping by in person. Additionally, you
can easily share images to help both sides communicate if appropriate.
Last year I had a problem
with my internet service with Cox Cable. I called their customer service line
and waited for 20 minutes only to have them send me to the “tech department”
which promptly hung up on me. This happened three times in a row. The customer
service phone reps refused to listen to me when I said that there was a problem
with the tech department phone line. So, I got on their chat app on their
website, and was able to get the issue addressed in less than 5 minutes, after
over an hour on the phone going nowhere. Much better!
If I had a business on social
media I would try and be consistent with how I dealt with comments. I think it
is much easier to deal with positive comments than negative, maybe say nothing
or quick thanks.
On the negative side, I would
correct any incorrect information that may have been posted via social media.
People have opinions, and they express them on social media, I don’t think it
is wise to engage customers in matters of opinion. I would be conscience that
when I am engaging customers that I am not undermining my business’ image by
seeming petty or hostile to customer feedback.
I left comments on these blogs:
Madison Burns
Patrick Conahan
Irene Vasquez
I left comments on these blogs:
Madison Burns
Patrick Conahan
Irene Vasquez
I agree that social media could be a great outlet for handling really small issues. Like maybe directions to a their location or hours of operation. Dealing with larger problems I feel as though you need to find a correct customer service person to handle an issue. I agree that I see businesses more and more are automating information when it comes to calling them and it takes long phone calls before you can get any information to help you out. Like you said you used their "chatapp" and got the issue addressed quickly. I do see businesses using this sort of communication on their website to speed up resolving issues. I did this same thing with my cable provider and they were able to resolve my issue in less than 5 minutes through their online live chat option rather than wait on the phone to get ahold of the right person.
ReplyDeleteI agree with you. Waiting on hold is one of my biggest pet peeves. I was on hold with my health insurance company the other day. After a few minutes a message said "we are experiencing higher than normal call volume and cannot take your call at this time" then the phone hung up. I still haven't been able to contact them since they haven't returned my emails. I just want to make an appointment and the website won't let me do it online.
ReplyDeleteSince moving out and being in college I have taken over handling all my bills and waiting on hold or taking to a voice recording is the worst. Dealing with small problems over social media can be much more effective. I also agree that, when responding to negative comments or unhappy consumers, sticking to the facts and not responding to matters of opinion is smart.
ReplyDeleteHello Brent,
ReplyDeleteI like how you started off saying that everyone has had difficulty communicating with a business at some point, because this is very true. Whether its being on hold or not getting a response to an email, everyone has had this problem one way or another. Also you made some good points about communicating over social media and how effective it can be. Thanks for sharing!