So, how do we crack social media customer services? Is that a comms thing or a customer services? We'd quite like it if you dropped in for the #lgovsm chat and helped us shape some solutions.
by Dan Slee
A survey on brands showed that 30 per cent of them are now using Twitter to deal with customer services queries.
That means that a third of big institutions are now using the 140-character platform as a way of listening and reacting.
Remember hearing a line from a geek about your reputation being what people say about you online?
Well, it's the suits that are saying it now.
According to the Simply Brands study, there were more than 198,000 tweets sent to the Interbrand 100 list which is a list of top global brands. All this activity prompted more than 70,000 replies.
Closer to home it's people like @O2 and @londonmidland that have dropped into my consciousness.
"The thing is about London Midland," one fellow user told me. "It's such a rubbish service that's always getting cancelled. But I can't quite hate them because their Twitter is just so good."
It's true. I've sat outside New Street station and thanks to Twitter know what the problem is. True, that doesn't get me home faster. But it does make me feel less like a trapped battery chicken.
Then of course, there is the legendary 02 response to 24-hours of outage. With cool humour they replied to a stream of abusive tweets turning the frown upside down. You can read more here.
For the past five years I've used social media personally and for an organisation.
I’m convinced that digital customer service is the next frontier for any organisation.
My roots are absolutely in local government, so I thought, when offered the chance of taking part in the #lgovsm discussion - that's local government social media - that it would be good to look at this:
So, questions that need tackling:
- should every organisation have a social media customer services function?
- how should it work? Access to the main account? Or a seperate one? Or lots of separate ones?
- who should run it?
- when should it operate? 24-hours a day? Or in a published time?
- who is doing it well?
- what's your experience of social media customer services?
The #lgovsm discussion takes place on Twitter for an hour from 8.30pm on Tuesday March 19.
It would be great if you popped along to have your say, follow the discussion and take part in it too.