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. 

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Guest post: New Marketer´s Philosophy – and a well documented case

In the highly praised book Socialnomics, Erik Qualman, Global Vice President of Online Marketing at EF Education, describes the change that has happened in marketing philosophy:

Marketer’s Philosophy Yesterday

  • It’s all about the sex and sizzle of the message and brand imagery.
  • It’s all about the message; good marketers can sell anything.
  • We know what is right for the customers – we are doing the customer a service because they really don’t know what they want.
  • We develop products and messaging in house and then disperse them into public.

Marketer’s Philosophy Today

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