16 February 2012
Nowadays you can find just about any brand on Twitter,
Facebook and LinkedIn, as so many have jumped on the social media
bandwagon to engage and communicate with their customers. However,
how many of those embracing social CRM actually have a successful
strategy in place?
Up until last week, I had been having so many problems with my
mobile network provider Vodafone and had been resorting to the old
fashioned call centre for first hand advice and help. However,
having been put on hold for hours on end and being transferred to
different call centres all over the world I officially gave up and
as per usual took to Twitter to let off some steam.
Now I'm a huge fan of Twitter, I use it as a platform to share
my views, catch up on news and gossip, and have the odd rant here
and there. Many a time, I even mention brands within my tweets, for
when I complain about their miserable staff and @NationalRail for
leaving me stranded at the train station for hours. However, not
once have any of these brands ever responded to me or acknowledged
my tweet. I was therefore taken by surprise last week when @VodafoneUK decided to
reply to my tweet within seconds, after having complained about
their call centre customer service.
Within an hour of me complaining, Vodafone had responded to my
tweet, sent me a link to email their web team about my issue and
acknowledged receipt of my complaint! I then received an email
within 24 hours with an apology and resolution to my problem.
Never did I think a simple tweet would be the answer to my
problems having spent hours on the phone to eight different call
centre advisors, neither of which had helped me. It just goes to
show, with a strategy in place and a web team responding to your
tweets in real time, any brand can win over their customer... hats
off to you @VodafoneUK!
, Social media, Twitter, Social CRM, Vodafone | 1 comment
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