I’ll let you in on a little secret: if you’re having trouble getting through to customer support, start making your woes public on Twitter and Facebook. You’re likely going to get an instantaneous response. Why? Well, there are have been so many examples of customer rants going viral on social networks, that brands are terrified they might be next. Just take Kevin Smith’s Twitter rant about Southwest Airlines or Jeff Jarvis’ angry letter to Dell. When issues go unnoticed, brands risk the chance of a small irritation turning into a PR nightmare.
Companies regularly monitor social networks to see what the world is saying about their brand. If you’re unhappy, they’ll do their best to change your mindset publicly. This way they avoid a messy rant spreading like wildfire and also hope to get some love from you (and your friends/followers).
So why not take advantage of this? Lately, I’ve been turning to Twitter before calling a help line or emailing tech support. And the results have been positive so far. The next time you need to resolve an issue – turn to a social network and see what happens.
And come back here and tell me about your experience in the comments!