Rid your mind of Kent - Mike Magee
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Ranting on Facebook or Twitter might help you get customer service
RANTING on Facebook or Twitter about a product or service might lead to the provider getting in touch with you to solve the problem.
Avaya, a firm that flogs high-end voice-over-IP (VoIP) gear for big businesses, recently launched a social networking module for its call-centre VoIP product. While the call centre software in itself is pretty boring stuff, the firm told The INQUIRER that the module means big companies can track what is being said on social networks such as Facebook and Twitter and can proactively try to solve problems.
Natalie Keightley, Avaya's Contact Centre product marketing lead told The INQUIRER that the firm's Social Media Manager can track publicly available data on Facebook and Twitter, do keyword analysis and generate a relevancy score. Depending on the thresholds applied, the post can be sent to the attention of relevant company employees. This, according to Keightley, gives companies "a better understanding of what is happening on social networks".
Avaya's system can provide companies with further data once a post has been declared worthy of follow-up, including finding out whether there has been any previous contact between, for instance, the Twitter handle and the company.
Keightley said that the system currently works through Facebook and Twitter APIs but that any data that is available through RSS feeds can be scanned. The point of all this, Keightley said, was to ensure that companies can mitigate the negative effects of a runaway social media campaign against a product or service.
It's an interesting take on analysing social network posts. While most of the time companies will be scouring Facebook and Twitter to generate advertising, they are also aware that angry punters blowing off steam on social networks could seriously damage their online reputations.
So, if you're unhappy about the way you've been treated by a company, then going off on one might well be the best way to get your money back or have a defective piece of kit repaired. µ
Tags: Software
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With so many consumers now going online to express their dissatisfaction with their service provider, it is certainly sensible to track what is being said on the likes of Facebook and Twitter. But, while it might be tempting to give preference to customers that ‘voice’ their complaints in this way – after all these comments are out there for anyone to read and can cause serious damage to a brand’s reputation – real customer service is about providing consistent advice and service across all platforms. Opting for a tool that just tracks social media is too narrow an approach – to avoid customers feeling disconnected, businesses need to ensure they are capable of communicating with their customers in whichever way each individual prefers. Listening and responding in this way will make for happier customers who are less likely to turn to social networking to bad mouth their provider in the first place.
someone is posing as me on Facebook and Im afraid
someone is posing as me on Facebook and Im afraid
Seems to me that companies that have enough money to pay people to scour social media sites to check for angry customers also have a customer relations department.
So what does this mean ? Do these companies not pay their own support department enough ? Or are these companies actually trying to find every last unsatisfied customer to ensure that nobody is unhappy about them ?
but ranting to twitter or facebook on facebook or twitter will get you no where.
irony?
you've heard of it
In phase one, they do what is necessary to make you shut up -- they repair or replace a product.
In phase two, they do what is necessary to make you shut up -- they get your home address and a black van without plates shows up and takes you away for "re-education".
The only way I was able to get anything out of Suntrust bank was to flame them on Twitter. Problem was resolved in less than an hour after several weeks of phone calls and excuses