Posted on : 15-02-2011 | By : Frank Eliason | In : Business, Customer Service, Social Media
Tags: Anne Vandermey, Fortune Magazine, Twitter
Fortune Magazine has an interesting piece by Anne Vandermey comparing Customer Service by channel, including phone, website, and Twitter. They provided the same question to each channel and measured accuracy and speed of response. What they found from most of the interactions was phone was still the best way to receive service. I was not surprised by the findings, but there are a few other key points that should be made. Here are a few:
1) Customer Preferred Communication Style – Not everyone is going to prefer Twitter, the same way not everyone prefers phone or email. My preference is email when I do not need an immediate response or I know a proper response will require research by the company. If I have an immediate need, I will still call, although that is not my preferred means of communication. Someone requesting a response via Twitter may not care if it takes a few hours to obtain the information. They simply may like the fact that the answer will come to them in the place they are already hanging out.
2) Customer’s Now Own Your Brand Message – Not just with Twitter, but also Facebook, YouTube, blogs, forums, user reviews and so many other social websites, the Customer now owns your message. They can be very loud regarding a bad or good experience with a product or service. They take this message to any of the websites they can.
3) Speed of Information – Depending on the nature of your business, Twitter can highlight an area of concern faster than other internal communications. The reason for this is the way Twitter is designed. Twitter asks a question: ‘What’s Happening?’ The answer to this question can provide insight prior to a Customer even calling. Many times they state why they are calling a company before they even finishing dialing the number on the phone. Ultimately listening is key, but I would say the same regarding all communications methods
Overall Twitter is not for everything. It is difficult for many firms to discuss Customer private data in a public forum, so there are times conversations must shift to other communication methods. The power of Twitter and other social media is the shift to the Customer. It is raising the importance of Customer Service, and many companies are now scrambling to fix broken service departments, or ones focused on inaccurate goals. In this new world order, the Customer is gaining the upper hand (and so is your front line employee), whether you are on Twitter or not. Twitter is not the cause, nor is it the solution. There has been a Customer revolution going on; are you ready for the evolution of your business? To me this is the more interesting conversation instead of speed of response. At the same time I enjoyed the article because it did show how some are focusing Twitter more on the PR side of service and not improving all channels.