Whether you like it or not, social media has transformed the way we complain about and compliment goods and services. In years past, you might have grumbled to a friend when you ordered something from a catalog yet received a damaged shipment. You probably asked to speak with a restaurant manager if your waiter wasn’t up to par. Thanks to current social media platforms like Facebook and Twitter, consumers have the ability to announce their concerns instantly.
Although harsh complaints that can reach thousands of Twitter followers or Facebook fans in mere minutes may seem intimidating, the ability to smooth things over has many companies using social media to better their customer service. Here are five savvy companies utilizing social media to improve their customer service relations:
1 Dunkin’ Donuts @DunkinDonuts http://www.facebook.com/DunkinDonuts
If you believe their tagline, “America runs on Dunkin” and the donut-and-coffee shop definitely knows how to run their social media accounts. Tweeting and posting a variety of conversational updates about their products and various promotions, Dunkin’ Donuts encourages customer interaction with contests and events like Fan of the Week. The company offers a quick apology and the opportunity to speak with a customer care representative when complaints are made.
2 Zappos @Zappos http://www.facebook.com/zappos
Online shoe giant Zappos is fun and a little bit adventurous—just visit their website and you’ll see that is the case. Most Zappos employees have an active Twitter account and they use the micro-blogging outlet to share interesting info, promote contests and talk to their customers. Zappos’ blog and Facebook page are also favorites among their shoe-loving fans.
3 Best Buy @BestBuy http://www.facebook.com/bestbuy
The popular electronics specialty retailer and its subsidiaries have received a variety of “Best Company” accolades in the last decade, and Best Buy’s social media presence could also be classified as award-worthy. Best Buy’s Geek Squad pros offer tech advice in Tweet form using the Twitter handle @twelpforce and customers definitely appreciate the prompt online assistance
4 Dell @Dell http://www.facebook.com/dell
Unafraid of public embarrassment, computer powerhouse Dell encourages its customers to use social media as a means of venting frustrations and problems they are having with Dell products. Consumers are generally quickly able have their questions answered quickly and effectively due to the variety of official Dell Twitter handles and the company’s active Facebook page.
5 Telus @TELUS http://www.facebook.com/telus
Canadian telecommunications company Telus offers services like internet access and satellite TV. Although it has developed a bad rep over the years due its poor customer service, the telecom provider is now using social media to help improve its status with scorned patrons. Coined “social care,” Telus’s new practice of responding to complaints and inquiries online is beginning to show it really does worry about more than profit.
The above-mentioned companies are just five of many that are utilizing free social media platforms to help improve and maintain relationships with customers. From worldwide multi-billion-dollar corporations to local mom and pop stores, Facebook and Twitter can help benefit just about any business out there.