Don't be clueless...

[AllenCrawley]

 

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[GuestUser450]

Unless you're small/boutique, I don't see the upside for companies doing customer service on social media. At best it seems like they're just checking a box, at worst it's canned bot responses. But then again, if I have a problem I like to pick up the phone. I've never been tempted to yell it into the ether.

 

[csalvato]

Automated sentiment analysis + twitter + sarcasm = fail

 

[Kingmaker]

She wasn't kidding about the "no one, ever" part either. AT&T Uverse sucks.

Unless you're small/boutique, I don't see the upside for companies doing customer service on social media. At best it seems like they're just checking a box, at worst it's canned bot responses. But then again, if I have a problem I like to pick up the phone. I've never been tempted to yell it into the ether.

They care and pay attention to it MORE, simply because other potential customers can see the complaint, and 'god forbid' it goes viral.

 

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[GuestUser450]

They care and pay attention to it MORE, simply because other potential customers can see the complaint, and 'god forbid' it goes viral.

Agree, there's no intent to nurture relationships, only to do damage control.

 

[AllenCrawley]

Agree, there's no intent to nurture relationships, only to do damage control.

This is why small businesses and startups can really gain traction when competing against the big dogs.

 

[Get Right]

only to do damage control.

...and they hire that out.

 

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