Post by account_disabled on Feb 27, 2024 9:09:25 GMT
The decision to be made must be immediate, it cannot be "made known" later, perhaps after days. A negative case , which I personally experienced as a customer a few weeks ago, about which I also wrote a post about it. Telecommunications company, which among other things are among the first to start providing social customer service in Italy, about four years ago. Here's what happened: on behalf of another person I wrote on Twitter saying that I had activated the SMS alert with my credit card through my bank, so every time I pay by credit card I should receive the 'Confirmation SMS. This does not happen and I have verified with my bank, both in person and online, that the setup is correct, so there is no problem whatsoever on their part.
The problem therefore lies with the telephone Panama mobile number list company which I ask to check. First response, quick: after 40 minutes they reply that they are sorry for the inconvenience and invite me to write my number via a direct message on Twitter. So so far so good: nothing to complain about. I follow the instructions immediately. It's Friday. 3 days pass - which in social customer service corresponds to three weeks of no response via email, to give you an idea (and this is the problem that many companies don't grasp). Then I go back into the audience, and I complain with a Tweet open to all. But the biggest problem is the response they give me in public, because they tell me "We're sorry, we'll let you know as soon as we can". led by them, that I had already done! It was only after a second complaint that they dealt with me privately.
In this case what happened? That the customer had to write several times, both in public and in private, but the company received complaints in public which are not only quantified in the re-tweets of my tweet, but also in all the other customers who, although not having taken no action, they scrutinized the scene through the peephole, taking that and other experiences as a point of reference to decide whether to become customers or to remain in that company or not. Social customer service complaints So missed prospects, essentially. Exactly. Also because statistics say that over 90% of consumers rely on online reviews or experiences on social networks as if they were talking to friends, relatives and family, when in reality they are strangers. Which is a fact that should be of great interest to companies because it means that being able to do marketing even within the forums guarantees a certain margin of trust and loyalty.
The problem therefore lies with the telephone Panama mobile number list company which I ask to check. First response, quick: after 40 minutes they reply that they are sorry for the inconvenience and invite me to write my number via a direct message on Twitter. So so far so good: nothing to complain about. I follow the instructions immediately. It's Friday. 3 days pass - which in social customer service corresponds to three weeks of no response via email, to give you an idea (and this is the problem that many companies don't grasp). Then I go back into the audience, and I complain with a Tweet open to all. But the biggest problem is the response they give me in public, because they tell me "We're sorry, we'll let you know as soon as we can". led by them, that I had already done! It was only after a second complaint that they dealt with me privately.
In this case what happened? That the customer had to write several times, both in public and in private, but the company received complaints in public which are not only quantified in the re-tweets of my tweet, but also in all the other customers who, although not having taken no action, they scrutinized the scene through the peephole, taking that and other experiences as a point of reference to decide whether to become customers or to remain in that company or not. Social customer service complaints So missed prospects, essentially. Exactly. Also because statistics say that over 90% of consumers rely on online reviews or experiences on social networks as if they were talking to friends, relatives and family, when in reality they are strangers. Which is a fact that should be of great interest to companies because it means that being able to do marketing even within the forums guarantees a certain margin of trust and loyalty.