Web Design & Local SEO for Small Businesses

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Using Social Media To Get Better Customer Service

Getting better customer service

In the past if you wanted to contact a company with an idea or an problem, you rang then up or even wrote them a letter. For example did you see the story about the girl who had the idea to change Sainsbury’s Tiger bread to Giraffe bread. Usually a letter will only be seen by a handful of people and with luck will eventually get to someone that will deal with it.

Now with email and the Internet we expect a much faster effective responses. But what happens if you have a problem with a company, they’re ignoring you, not responding to support tickets or your email? Have you thought about using social networks to your advantage?

Recently I had some problems with several domain names and their renewal. I followed the online system and sent off the ticket. I got a response quickly, saying if I responded within 7 days they could arrange the refund. I spoke to my client and replied to the ticket, (the ticket had to be re-opened because it had automatically been closed by the companies system. Two days later I still hadn’t heard back from them. I wrote another update on the re-opened ticket – still playing by the book. But when I still hadn’t heard by the next day I was starting to get really concerned.

This particular company doesn’t have an online chat option to chat in person, but they did have a facebook business page. As I already “liked” them on Facebook I thought I’d do something I’ve seen others do but I hadn’t tried out myself. I knew that someone from the company regularly responded to posts on the their business page ( a very important thing for any page admin to do). So I wrote a polite comment asking could someone please chase this ticket as I needed it sorting urgently. Within a few minutes the problem relating to the ticket was resolved. Ace! job done. However the next day their system then started acting up and not only recreated the original issue but did it twice! So it was time to raise yet more support tickets. After a day or more I had yet again received no response. So I took it back to the the Facebook fanpage.

So why does this work. No company wants to wash it’s dirty washing in public, pages of comments on pages of Facebook or Twitter of problems with a company, a piece of software etc. give a bad impression. But if they can be seen to be responding to these problems it does at least improve the perception of a company. Now I’m NOT proposing that you need to do this for every little problem, I guess the support team would be a little put out if you did. But if you’re not getting a response or you keep getting blanked, you may find that approaching via Facebook or Twitter may be worth a try.

I know people who have complained about bad service by tagging the restaurant chain in a post, who then got vouchers back.

If this doesn’t work (it may vary on the company and how well they respond to social network queries) then Google the company, if you have had a problem then chances are someone else will have had. Join any groups, blogs, forums. If one voice isn’t being heard the voice of many will be harder to ignore.

If you have any questions or want some advice then why not contact me on Pippas Web.

Image credit – © Sqback | Stock Free Images & Stock Photos

 

What is a blog?

A blog is the the common term for a web-log or an online journal, documenting events, thoughts, theories or news. Blogs are usually written by one person about one thing, although this is not always the case. There are so many different blogs each with their own layouts, style of writing and features. Although most will have some key features in common.

Archive; The front page of the blog will hold the latest few entries and older ones are listed in the archives. Usually in date order.
Comments box; after an entry on a blog, there is usually a comments box. It allows the people who read your blog to comment on what you have just written, so that the blog can become interactive and not just a one way preach.
Some way for people to be updated when new blogs are posted: RSS stands for Really Simple Syndication or Rich Site Summary. In essence they are files that tell specific website software that a website or blog has updated it’s content, without the need to visit the site. This file can be picked up by various software, Google.com offers users Google reader or even the ability to add boxes of different blog updates on your home page iGoogle. Windows live mail also has a feed reader.
The aim of a blog will depend on if it’s a personal one, or if it’s a corporate one. A blog for a company could help encourage readers to become customers. Discussing your products or services on the blog is another form of advertising. As well as Pippas web blog were you can find out more about the tax refund that would cost you money, I also try and update a more personal blog, looking at my family life.
What is Microblogging?
Microblogging is part of the social networking culture currently leading the way on the web. Sites like facebook and twitter ask their users to write short statements about what they’re doing, thinking about, or reading. In effect a short blog shared with friends or followers. Facebook gives you an almost unlimited space to type, but Twitter the status is limited to 140 characters.
In my personal experience facebook is more for finding people you already know and leaving messages for them, twitter is more about finding people who you may or may not know in the real world but that you share an interest with. For example people who write about the type of work you do, or others Mums.
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