A note to all the customer service representatives that search and scan and set alerts for their company on Twitter, Facebook, et al: don’t try to fix my problem. If I’ve posted to one of these sites, its not because I need help but rather because I’ve given up trying to get it.
I know that you think you’re only trying to help, or performing a service, and that’s swell. But the simple fact is, my dad will only ever call your support number and my wife does not give a crap about social networks. If your company cannot address the issues of “normal” customers through their normal support channels then no amount of “Hi! Let me see if I can help.” @ messages is going to make a difference.
I realize that you think its all hip and cool to be represented on Twitter. And I’m sure you spent quite a bit of money with some Social Media Expert to confirm this. But its not. Its annoying.
I know that you think you’re only trying to help, or performing a service, and that’s swell. But the simple fact is, my dad will only ever call your support number and my wife does not give a crap about social networks. If your company cannot address the issues of “normal” customers through their normal support channels then no amount of “Hi! Let me see if I can help.” @ messages is going to make a difference.
I realize that you think its all hip and cool to be represented on Twitter. And I’m sure you spent quite a bit of money with some Social Media Expert to confirm this. But its not. Its annoying.
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