Social media changed the game when it comes to customer service, if you don’t want to go through the effort of calling the customer support line, no problem! Just send the company a message via their Twitter, Instagram, Facebook page, whichever they may have. A lot of businesses have made the effort to scan all tweets with their company name and see what consumers may need. A popular one with this is Uber via Twitter, sometimes they’ll mistake satire tweets for real requests, but regardless, they are still ready to lend out top notch customer service. I believe that this is very beneficial for a company’s reputation because there’s times where customers will reach out and never receive a response, this ultimately tarnishes any relationship or reputation that they might have had with the customer. If a business has a social media support team, they actually need to be available for the customer and not to just have a page up for looks (Corcione, 2019, para. 8).
In my first blog post I spoke about the limited edition Animal Crossing Nintendo Switch, along with the console there’s an actual game to go along with it. Animal Crossing: New Horizon is being released internally, in many different countries, there’s a bonus that comes along with the preorder, but for a while, that wasn’t the case in Canada. I have a lot of friends in the United States that have taken advantage of the preorder bonus while I am left with nothing. This caused me to reach out to multiple companies about whether or not they are expecting a preorder bonus, Wal-Mart never got back to me, but EB Games and Best Buy did.
As much as it saddens me to have heard this news, I was still grateful that they could provide me with a response! EB Games actually provided me with inaccurate information but cheers to having some sort of preorder bonus in Canada.
Think about a time you’ve dealt with customer service through social media, did it make it easier to get the assistance you required?
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Great Read! Sorry to hear about not getting anything as a preorder bonus. That must suck Haha.
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Very interesting. Thank you for sharing. Waiting for more soon hopefully haha. Take care.
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This blog was super relatable as I’ve encountered both terrible and fantastic customer service but never through social media platforms. That’s the key takeaway here for me. Next time i need to reach out to a company, I’ll give this method a try! Thanks for the post.
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Customer service through social media has always been a pleasure and most of the time have helped me plenty, there’s probably been only a couple times where my situation couldn’t be resolved into my liking. But most of the time it’s always a positive experience in my opinion.
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Good read! I’ve definitely experienced some rough customer service through phone calls but generally speaking interacting with companies through social media for support is positive.
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