Most small businesses are focused on using social networking sites such as Facebook and Twitter to generate a buzz on the web which will result in increased sales at their business. I don’t blame them, because if they don’t make a profit, their family doesn’t eat. However, we often tell our clients that there are many auxiliary benefits to having a strong presence on sites like Facebook and Twitter. Using your social media channels to perform more efficient customer service and receive customer feedback is a great way to interact with your customers, make informed business decisions, and build customer loyalty.
Comcast Is The Poster Child
Twitter Name: @ComcastCares
Comcast uses this Twitter profile to answer general questions from its customers. As you can imagine, cable providers get tons of complaints and questions every day, but not every question requires a full conversation with a customer service rep. And let’s be honest, none of us want to sit on the phone and wait for them to answer our call. Even though there are still tons of Comcast haters, Comcast gets an “A” from us for effectively using Twitter to provide efficient customer service to its cable subscribers.
Here are some real examples of providing good customer service
So a girl goes through the Chick-fil-A La Habra drive-through and orders a 4-count chicken strip entree. She grabs her food and heads over to the movie theater across the street, and when she opens up her bag, she realizes that she got a 3-count chicken strip entree, not the 4-count. So, she lets them know about their screw-up on Twitter. What did we do? We got her address and sent her two coupons for free entrees the next two times she visits Chick-fil-A!
