I really don’t like talking on the phone. It’s not that I don’t like talking to people. I love people. But talking on the phone is a HUGE interruption. That’s why I must reserve it for only the most important, necessary, and urgent needs. The rest can be managed via channels such as text messages, e-mail, and social media.
If there is one phone call I hate to make more than any other, it’s calling customer service. I really don’t like punching a series of numbers to navigate a software-based menu only to talk to someone who is going to transfer me to someone else who may or may not be able to resolve the question or issue at hand.
A few companies are beginning to understand the impact that takes place when customer service goes social. I had one recent experience with a company that was exceptional. Here is the conversation from Twitter:
What made this exchange exceptional?
- I first tweeted on Sunday and received a response back within a few short hours. (Yep. On the weekend.)
- Gary suggested a channel shift to e-mail but continued to follow the conversation via Twitter when I didn’t alter my communication habits.
- The entire time expended was about 10 minutes over a 24 hour period of time.
- Gary was able to demonstrate to others following my timeline that he is responsive, human, and attentive.
- A resolution was reached very quickly.
- The conversation is documented in Google…forever.
- I’m a happy customer who is now blogging about this experience. (Hello….Can you say SEO?! Trust?! Branding?!)
What would your customers or clients say or do if you took your customer service “social”?