March 15, 2010 - Social Email Marketing

Online help systems and social media customer service: choice and usability

Social media are said to be great for customer service purposes. And many companies do have a social media presence to service their customers. I guess you know the names of those that do it successfully on Twitter, for instance.

Last week-end I noticed a tweet from someone asking for help from a well-known software company by tweeting that he needed support and stating why, using the @company.

I asked him – via Twitter – to tell me if the company would answer. Later he tweeted me that they didn’t but that they helped him elsewhere online. Today I read that the company did help him via Twitter. So, kudos to the software company.

However, this small story made me think. I know how frustrating it can be if you have a problem with the software you rely on everyday, and I can be extremely impatient to get help then myself.

Need proof that social networking sites are successful in your country?

Anne Herngaard who works at social media marketing agency Mindjumpers recently had a simple, yet effective way, of proving that social networking is big.

We all know that social media are very popular worldwide. Facebook, YouTube and all the others.

But we also know that, certainly outside the US, there are many local or regional social networking sites that generate huge traffic in specific countries.

Anne has been looking at a list of the most visited sites globally, according to Alexa.com.