Usage and customer service in social media
Posted by amodioc0599
I enjoyed the readings this week that covered descriptions and research around social media, as well as answered questions like “why use social media?”. Being a social media user for a few years, I can relate to a lot of the information these readings covered.
The reading from Always On provided a lot of information on studies conducted in 2006 about Facebook. I remember using Facebook in 2006, this was my senior year in college. After meeting someone at a party you’d become friends on Facebook. I also had to laugh when the article mentioned roommates that sit in the same room IMing each other, as my roommate and I did that in our college dorm room. The reading also provides usage stats and how Facebook profiles are used to gain more information about people. I wonder how much these stats have changed in the world we live in today. When I first joined Facebook, I remember friends of mine that didn’t go to college couldn’t sign up for Facebook. They were upset because they felt like they were missing “the next big thing”. Now that anyone can create a Facebook profile and so many features have been added, like an advanced chat, I would think people spend more time on Facebook and would say it’s a comprehensive solution to getting to know people and keeping in touch with them.
I enjoyed the part of the Qualman reading about how business use social media to address customer complaints. I’ve seen a number of friends, and I’ve done it a few times as well, complain openly on social media about poor service provided by a company. When a company reacts and reaches out to their customer for the poor experience they are talking about, it shows the company cares. When companies don’t react, the customer feels not only is the company wrong for what they’re complaining about, but also that the company doesn’t care enough to address their clearly upset customer. Potential customers see this as well and create an opinion of the company. Customer service has evolved. It’s not just someone sitting at a support desk to take customer complaint calls or a manager speaking to a customer at the store, good customer service addresses customer complaints in whatever channel they’re received. If the company provides good customer service on Facebook (like the Zappos.com example below) people see that and take notice. The company has a positive perception and people will be more likely to order from the company in the future.
I know how my own usage of social media has changed throughout the years, but I’d love to hear how your experiences have changed. Do you use social media more or less than when you first signed up? Do you use social media as a vehicle for reaching a company you’ve received poor service from?
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