Facebook: Companies Better Pay Attention

HomeConsumer blogNov 2011Facebook: Companies Better Pay Attention
Sorry, I've slacking on this space recently because we've been making a lot of changes to the website and have been trying to add more smart consumer tools for you our valued users. First things first. More exciting changes at GetHuman.com starting today. Not only is there a new look, but we've added an app for you Android users, have added hundreds of new callback numbers courtesy of our friends at LucyPhone and have added online chat functionality for hundreds of companies. Take a look and let us know what you think!

Secondly, I came across this article in Forbes that I wanted pass along. A company called Conversocial recently ran a survey of companies that use Facebook for customer service, and it found that while many companies are in fact on the social media site, not many of them are using it effectively when it comes to customer service. Companies such as Costco and Kroger didn't even respond to complaints, while Safeway excelled at responding to complaints. On the one hand we should applaud these companies for getting up to speed with the times and creating social media pages for customer service, however, they need to make sure they are actually servicing customers. Otherwise it's no different than the horrible IVR phone systems, and long wait times trying to get an email response. Companies need to be careful with opening these pages because if they don't monitor their own pages, they are allowing themselves to be criticized in a very public forum. Now more than ever consumers are empowered in places like Facebook (and GetHuman.com) because it gives them a place to voice their opinions in a large public setting. Had bad service? Take it to Facebook, or Twitter or Google+. No matter where you take it, people are going to see it. It's not just enough for companies like Macy's and Sears to just have the pages. They need to make sure they have dedicated staff on site, ready to promptly respond to customer service requests. Otherwise they are opening themselves up for public ridicule.

It's a terrific read. Click here to read the whole thing.

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Posted by GetHuman on Tue, 29 Nov 2011 3:53pm

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