Despite the constant call for companies to engage in customer service via social media, it’s rare anyone points out that the people running the social platforms are generally a bit rubbish at servicing customers themselves…
John Batelle writes about the challenge Google faces with the Nexus One – in that it’s not a company geared for customer service. Something that’s not a surprise if you’re a user of Feedburner for example.
I’m fortunate enough to have been introduced to a couple of very wonderful people at both Facebook and Twitter, which means I can get a bit more help than most people. But not only has that been a relatively recent development, but those contacts are only for my work activity (And I’m afraid I won’t be sharing their details, as I suspect they’d be bombarded with emails and probably never speak to me again.)
For my personal accounts I use the same customer service routes as everyone else – and like everyone else, I face a load of impersonal FAQs, contact forms, and seemingly circular links to try and get an answer from anyone to solve my problems…
And yet at the same time, I’m joining everyone else in proclaiming how useful social networks are in solving customer service issues and engaging with people to get them responses.
The only reason that the networks escape a lot of criticism appears to be either down to the fact we’re still sympathetic to the plucky little startups they once were, we’re worried about getting deleted if we complain, or we’re all waiting for the market to evolve to the point where social network customer service is as important to us as changes to the news stream or the way we Retweet.
Until then, we’ll have to live with the fact we’re trying to become open and transparent on networks which do their best to avoid hearing from us…