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Going Beyond Customer Support

Social MediaMake a choice: Would you rather spend the December holidays with your crazy Aunt Betty the doll enthusiast attached to your hip, or spend the afternoon trying to troubleshoot your computer modem by phone with your cable company? If you’re like most people, you’d ask Betty to pull out the photos of the lifelike dolls. Let’s face it; these days, customer support is a pain in the rear, not to mention a huge time suck.

Thank goodness, you can turn to your social network to help you out. Here’s how:

Tweet first

There are a number of major companies, including Zappos.com and Comcast, who have customer service reps following twitter streams and searching for their brand name in search of unhappy customers. If you can post your issue in 140 characters or less, go for it! Hint: make sure you use the company name – spelled correctly! – in your tweet, and employ hashtags where warranted. In other words: “My #HP OfficeJet 5600 won’t print from my MacBook Pro. Anyone have any ideas?

Take it to Facebook

Many companies have branded Facebook pages where you’ll receive a personalized response within hours, or even minutes. That way you can go about your business instead of sitting on the phone, frantically working your way through the automated telephone tree. Hint: Post a message on their wall rather than trying to contact them via Facebook message. The public aspect of your plea for help will ignite a faster response.

Try their website

Bypass the 800 number and email in favor of a live chat. You can get a live someone immediately (or within a minute or two) instead of playing hurry up and wait on the phone. Live chat not available? Try the email contact form. You may have to wait 24 hours for a response, but you can use that time productively.

Record a video

If all else fails, record a video and post it to YouTube. You never know what a visual plea for help, or a bad review, will do for cutting through the red tape. Be calm, though, and leave room for a response; if all you do is spazz out, they’ll just write you off as a nut.

The key here is to take control of your own time rather than letting someone else determine your destiny. Don’t let “them” tell you that you must sit on hold for 45 minutes before you get a living, breathing person to listen to your problems. Save time and take it online.

Going Beyond Customer SupportWhen it comes to building your brand, your website is one of your most powerful tools. Contact Dr. John Elcik at identityXperts to handle all of your web design needs. We can be reached by phone, at (239) 400-0622, or email: [email protected]