Last week, we had a session on Twitter, and learnt some interesting things about Twitter and how businesses can go about using Twitter as a business tool. A few weeks ago! I was trying to find some technical help for my Mac, and thought of a Mac store "Next Byte" which is located behind my house. However, I was too lazy to go down so i decided to find some help online first.
SO! After going into "Next Byte" website, I discovered this Online Technical Help! Not what we usually see and use, where we are redirected to a chat box, and wait for ages to get connected, and get disconnected half way through! Or waiting 15 - 30 Minute for our call to get connected to a representative and wasting our phone credits! Instead! We Tweet it!
TwelpTribe! is a partnership of a technical support website with other existing Mac supports and Experts (Next Byte & iConcierge) in Australia. All tweeters needs to do when facing a technical Mac problem is "Tweet", and mentioning,
@twelptribe
in your tweet. Soon after, an expert of a technical support will tweet back, guiding you through your problems.
In my opinion, this is extremely clever, in terms of using Social media as a tool of Customer Supports. Since many users nowadays have Twitter, why not make use of it more usefully. I do think that this type of customer service would be beneficial for many organizations out there. However, there may not have been many followers just yet, but I do think that this is a very good way to get fast free instant responses on your technical problem.
What do you think? Let me know...Down Below! :D (Quoting Peter Chao, from YouTube!)
This is interesting - I think we get used to average customer service via call centres or email forms (out of all the times you bother filling out an online form do you actually hear from someone? I'm sure there is a black hole out there that these emails disappear into!). So this is a great example of providing responsive service via Twitter, I know there are a few organisations out there doing this sort of thing but I'm impressed by your comments about this one Chun!
ReplyDeleteThank you Amity for your comment :) Yes I agree with you totally with the Black hole or lost emails and helps that people are asking for. Would you be able to share what other companies that are doing so? I think this is one of my first experience of seeing this type of customer service :)
ReplyDeleteYeah, wow, what a great way to use SM to keep those happy customers happy. I hate call centres, this is awesome. I would love to see more companies move to something like this. They just need to be careful to not loose their enthusiasm. If they offer something like this, no matter how bog it becomes, they need to keep on top of their responses.
ReplyDeleteRoss
This is great! I hate calling tech support or emailing companies. I've usually found help by just googleing the problem and some computer wizards have the answers in their blogs. This however seems like a very good idea because you don't have to do any research really (as long as you're aware of the service). The only downfall I can think of is that if you don't use Twitter you have to find another way...
ReplyDeleteA simple idea, executed well. I just wonder how people feel about their problems being aired publicly, though? Is that a possible problem with this sort of customer service, both for the customer (embarrassing), and the business (other customers being able to see people having problems with a product)?
ReplyDeleteThis is a great idea. I like how this blog respond to users and I hate calling to customer services. Good for customer services!
ReplyDelete