customer support Archives - Social Email Marketing

In a previous post about setting up a social media marketing strategy, I looked at the first step in defining it. As promised, back then, here is a first follow-up post for all of you out there trying to find some simple answers to some simple questions that unfortunately become complex in a jungle of social media marketing opinions. For the record: my look at setting up a social media marketing strategy is an opinion as well. All I can promise is that I’ll try to avoid the hype and keep it simple yet relevant, deal?

In case you didn’t read the first post in this developing series, I advise you to do so. Here is the link. Come back later?

OK, last time I talked about the decision to start with social media marketing, the importance of having a strategy and how to compose a team to define that strategy. I also talked about the role of that team.

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.