How’s your social customer service?

Maddie Grant
January 24, 2012
5 comments

are you answering to social telephone?

88% of consumers are less likely to buy from a company that ignores them on social media sites.  Check out the full Conversocial study here.  I know I notice – very strongly – when my tweets go unanswered.  If it’s a technology company of any kind? Even worse. Instant fail, and I’ll happily tweet my irritation and vow never to use them again.  Fair? Maybe not – but that’s the truth.  It’s not all bad, though – this unscientific but cool SBOSM poll says we’re doing a good job.  How’s your social customer service?

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David M. Patt, CAE

You should swiftly respond to questions and complaints in any venue, not just on social media. If you don't have the resources to monitor and respond to postings, then don't create a place for people to post. They expect you to answer (that goes for telephone calls, email, and letters, too), even if they didn't specifically address you.

You are right about tech companies (yes, it's fair). I participated in a tech company webinar and was never asked for feedback. When I hired the company and sent a complaint, I NEVER received a response.

I won't every hire that company again and I'll share my dissatisfaction with everybody.

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