how-to: social media as a customer service tool
October 16, 2012
→Not only do we 100% agree with the opening paragraph of this blog post, we support the goal of beefing up online customer service. As customers ourselves, we often “tweet at” those businesses that we are either a tad upset with or that have treated us so well, we had to (cyber) shout about it. The one complication, that all of us are in tune with at this point, is that “social” media has become all about the sell, and less about just making friends. Like it or not, though, that is not going to change.
The trick is to know how to maintain a balance between being pitching and engaging, and to provide an immediate outlet for both complaints and compliments. The writer’s suggestion to create a secondary account for customer service is wise, as it allows your page/Twitter stream to be what YOU want it to be, while the alternate can allow your customers to speak freely, ideally without damaging your reputation to the followers you’ve worked so hard to gain.