There are so many great stories that float around the Internet about the wonders of Social Media, and I felt like I had to share one with you!
The reason that customer service works so well with Social Media is because it's instantaneous. People don't have to wait a week for a written letter, or even until the end of the day when they check their e-mail inbox. A response will come up directly in the form of a push notification on their phone.
I was actually subject to an unsolicited form of customer service the other day that I thought would be worthwhile sharing. I'm currently in Taiwan, and my Dutch aunt sent me a small package from the Netherlands. It's been a couple of weeks, a bit slower than usual. Out of nowhere, on a Friday afternoon, I received a New Message Request on Facebook. It was a name that I didn't recognize, but I accepted it anyway. In my line of work, you always give Message Requests a chance. Lo and behold, it was a picture of a package, with my aunt's distinct handwriting addressing the package to me. Only problem is, she had forgotten to include the building number.
I wrote back quickly, claiming the package and saying that I spoke Mandarin. I immediately got a response back, "oh thank goodness I was really struggling with English!" In the ensuing conversation, I found out that she worked for the international department of the Taiwan post office and wanted to get the full address so she could have it delivered. I confirmed the address and most politely, she gave me the tracking number and a customer service number.
It's amazing what technology has been able to do for us! If it hadn't been for the lady's quick thinking, I wouldn't have received my package and have had it delayed, wasting resources and time! And she made my day! In fact, this happened a couple days ago and I'm still raging about it to anyone who will listen!
So let's turn the table round to you-- whether it's personally or in your organization, what have you done recently that could count as customer service through social media? Have you replied to someone's comment, given a bit of advice, or used social media for good? Make it a point to do so, make someone's day! Use social media for good!