Barney Beal wrote an article a couple of years ago that discusses the social media's role in customer service. Just hearing that phrase "customer service" raises my blood pressure. The countless hours spent on the phone with people who seem like they would rather complicate my problem instead of solve it. Could this all be fixed by social media?
The answer to this question is a resounding "no." The move to social media is not exactly geared towards customer service, but more towards improving customer relations. Blogging about new products, twittering about potential recalls and responding to widely publicized customer complaints does not constitute customer service. I'd rather avoid blogs that try and sell me their opinions (and products) more than Keith Olberman or Bill O'Reilly.
When Facebook can help honor the warranty on my Dell Notebook, then THAT would be a breakthrough.
I'm with you on that one. I've got a dell as well and have had that thing repaired 3 times since I've been to school. It's like they were made to destroy themselves during finals week.
ReplyDeleteDell has a huge problem with its computers. I have a Dell, and I absolutely love it, but it would make my life so much easier if I could walk into a Dell store and have someone there (who speaks English) tell me what is wrong with my computer and have them fix it; kind of like the Apple store. I hate when there is one miniscule thing wrong with my computer and I have to call tech-support, wait on hold for 15 minutes just to speak to a man in India who I can't understand!!
ReplyDeleteThe one good thing about a transition to having customer service online is some computers problems we can fix ourselves with quick Google searches. I also have a Dell and Google has solved a few of my computer problems. Granted my computer has still crashed twice; but at least sometimes I can fix it without having IT completely overhaul my hard drive.
ReplyDeleteIt is important to see that the conversation about Dell computers that was sparked in this comments section is something that a company can use to it's benefit. If Dell is a smart company in today's world they would have people who's jobs it is to scour the web for what people are saying about their products. With services like search.Twitter.com giving you LIVE information about what people are saying right now. Also, when a popular blog makes a posting about your product, you, as a company, need to be reading those comments and see what the people are saying. Then, with that information, you can better served your customers. If everyone is complaining that their screens are breaking on your newest model, then a fully refunded recall should be announced, etc. If everyone loves the new camera feature, then it should be included in all future models, etc.
ReplyDeleteWe live in a customer-dominated world now with the Internet. A company must work for their customer and listen to their needs.