Issue: Passive Customer Support via Social Channels

I’ve recently been pondering (ok, maybe more like fuming) over customer support via social channels. There is so much diversity in terms of levels of support offered, but to me, one thing is clear: if you have a social presence, I expect you to be responsive when I Tweet/Facebook/G+/etc to you (ok, who really uses G+?!). The proliferation of customer support channels on the social web has engrained this expectation in me. Is it fair to the business? No, not necessarily. But as a customer, do I care? No. I want you to answer my question/complaint/desperate cry for help. Now. Like I said, I’ve been pondering this for a while, but one recent experience has finally convinced me to write a blog post on the topic. My biggest issue –
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Twitter: the #PowerofSocial as a Customer Service Tool

We’ve all been there… cancelled flights, headaches, worries of never getting rescheduled, and an endless phone tree that takes forever to wade through… and now enter the #powerofsocial I happened to pick a particularly dark and stormy weekend to travel on a recent trip from SFO to Virginia. The day of my flight, I get an automated phone call from Delta letting me know my flight had been canceled. Crap, what do I do?! First reaction was to get on the phone with customer service. 30 minutes later I hadn’t gotten anywhere and was dropped shortly after finally connecting with an agent. *Lightbulb* – Delta has a Twitter assist handle. Why not give it a try? It couldn’t hurt. Turns out, Delta’s @DeltaAssist handle gave me one of the best
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