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I think nowadays, social media support and traditional support system are well integrated into their CRM. I complain about things on twitter once in a while, i
by unsignedint 8y ago
I think nowadays, social media support and traditional support system are well integrated into their CRM.
I complain about things on twitter once in a while, if the company has social media presence (e.g. Comcast, for example) I find it tend to be quicker and straightforward to resolve issues.
With other options (phone and chat) it tend to be little more hassle to jump through the hoops to actually get the conversation going of someone.
- bearcobra 8y agoI've seen quite a few support systems use metrics like social media followers to help prioritize support cases regardless of how you reach out. It can be pretty crazy the difference between getting a Level 1 support rep vs Level 3.
- rootsudo 8y agoCorrect, connectors and dashboard now use social media as a way to gauge sentiment and brand value/service delivery, etc.
- ocdtrekkie 8y agoComcast's Twitter support is excellent specifically because it is wholly separate from their phone/chat offerings. Phone/chat support is managed by the various regional Comcast offices, Twitter support is the social media team at HQ. If you want to get something with Comcast handled without being scammed in the process, you use Twitter.
- masonic 8y agoPhone/chat support is managed by the various regional Comcast offices Out of dozens of calls to Comcast support form California over the years, I have yet to reach anywhere but the Philippines.
- rv-de 8y agoThat's 50% of what I use my mostly abandoned Twitter account for. Doesn't work as great as I would like it to, though. Most marketing people at larger companies mastered the art of slick 'n' slimy vague communication.