http://directmarketingobservations.com/2008/07/01/social-media-and-customer-service-a-no-brainer/ Quick hits on Social Media, Marketing, and Technology Wed, 23 May 2012 22:06:45 +0000 hourly 1 http://wordpress.com/ http://directmarketingobservations.com/2008/07/01/social-media-and-customer-service-a-no-brainer/#comment-1911 Tue, 01 Jul 2008 14:43:10 +0000 http://emersondirect.wordpress.com/?p=418#comment-1911 Just found that in another blog about an expo tv survey on what customers would like online:
- Respondents were most anxious to talk to the product design (49%) department, followed by customer support (14%), marketing (14%) and pricing (13%).
–> seems to me that when people complain/or not online about a brand or a product, they’ve been already through customer service in some way but the problem they’re experiencing is bigger than what customer service can solve. So I think yes cust service can be empowered by social media but the whole organization should be too so that the flow from social media to the department in charge back to social media works perfectly. I have an example where someone (Sales engineer) in a company read a post which led after a couple of loops to a fix in a product which was released a few weeks later.

]]>