There is no denying that social media and customer service go hand in hand. Could there really be a better way to get help than to ask publicly where it’s almost impossible for the recipient to not answer?
Yes, finally the big brands can stop being the bullies and start taking the punches! No more sobbing about a purchase that went wrong, because you can now get them back… publicly.
But is 140 characters really enough to get your point across and come to a resolution that you’d be happy with? Consider this, the title of this blog (The Conundrum that is social media and customer service) alone is 83 characters and it ONLY contains nine words!
When you really think about it, is it effective to use abbreviations, hash tags and short links to get a solution to your problem? How can you get your point across in that little amount of words? If your complaint has 200 characters, would you need to send two separate tweets about it?
The Burning Question
So is the marriage of social media and customer service really a good one? Does it hold merit or should they get divorced, maybe even publicly like Tiger Woods and Elin Nordegren?
I guess the answer is: “it doesn’t really matter”, because it’s not going away any time soon. People love airing their dirty laundry publicly for the sheer reason that it makes them feel better. What better way to get back at Snike for a defective pair of shoes that they won’t return, than to scream at them publicly in front of an audience of millions, all from the protection and comfort of your own living room.
I’m a Brand on Social Media. What Should I do?
Monitor and embrace the negativity on your social media properties. NEVER delete complaints; you will be called out on it. All customer feedback is an opportunity to enhance the relationship with your customers and show them that you care. Only worry when your customers stop complaining, because that’s when they’ve moved on. And remember, sticks and stones may break your bones, but words will never hurt you.
Cayzu Helpdesk – Automatically monitors your Facebook and Twitter accounts so you don’t have to.