You know the feeling, you call the 1800 customer service number, listen to the recorded message, press a number that leads you to a dead end, so then you press zero hoping to get an operator, but instead you hear "sorry that is not an option." Well, what options do customers have besides a 1800 number?
My Business Customer Service students at the College of Westchester decided to see how reliable social media customer service responses were. They selected several companies and "tweeted" them with questions related to their products and services. Are you surprised at the companies who responded - or didn't, and their response times?
Our fastest response:
Best Buy - Customer service tweeted response in under 1 minute.
Less than an hour:
Coca Cola, Dunkin Donuts, and H&M tweeted us our answers to questions in under one hour from our inquiry.
Never:
It's been over a week and companies like Apple, Starbucks, and Target have not tweeted the students back with answers to their questions.
Our questions were fair and varied from "what time does your store open today?" to "what are your current promotions?"
My students concluded that if you are going to use social media as a platform to interact with your customers, it is important to respond, even if it is to refer them back to your website.
What are your thoughts? Do you always respond to inquiries on your social media sites, regardless of whether the comments are good or bad?
This post was contributed by a community member. The views expressed here are the author's own.
The views expressed in this post are the author's own. Want to post on Patch?
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