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Where is the Customer Service?

January 6, 2013

We all have heard or know that Customer Service is the key to keeping customers and gaining new ones. We have also all heard or know that Customer Service via Social Media is bursting at the seams with new companies (large and small) joining the mix everyday.

What shocks me is how little the main platforms pay attention to this. I have yet to see any of the major platforms (Google+, Facebook, Twitter, Yelp, etc.) actually truly focus on how to use their platform for Customer Service. Oh, they love the fact that their platforms are used for Marketing and that large corporations are willing to pay them large amounts of money, but what I feel they are missing out on is the Customer Service angle. I have written about this in the past, but it continues to surprise (and to some extent irk me) that new platforms and new tools that are supposed to help make using said platforms easier, forget or do not focus/highlight Customer Service usage.

I am not sure what the answer is nor when the large platforms will finally take notice and see it as an opportunity to actually make money by charging customers to train them on the best way to use their tool and maybe even provide analytics only they could provide. I mean, they all know their tools are being used this way but none of them seem to actually want to focus on that opportunity. 

Oh well, maybe someday, but for now Customer Service will continue to fight an uphill battle for relevance with the main Social platforms and do the lion share of the usage/engagement/responsiveness on those Social platforms.

What do you think?

2 Comments leave one →
  1. January 6, 2013 9:32 am

    Funny I stumbled across this post, was just formulating a post on customer service in my head…

    To answer your question, I agree with you. It seems many companies have lost sight of customer service these days and they fall into the voice of their customer on social media, versus remaining responsive, cordial and timely.

    • January 6, 2013 4:48 pm

      Totally agree. I mean it’s great to get the real time feedback, but what you do with it really tells the tale of what your made of.

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