Before we go into the next part of this series on how you can truly integrate your customer support channel in Facebook Pages, I thought I would share with you another F-Commerce story from the past week. ASOS the rapidly growing online fashion retailer has announced that its online store will be available via Facebook.

If companies, such as ASOS want to sell via Facebook, they must also provide customer support via Facebook and following this announcement, it will be interesting to see if they will deliver this over the coming months.

Customer Feedback

There are a growing number of customer feedback solutions such as UserVoice and GetSatisfaction which were early adopters of having their standalone platforms fully integrated into Facebook Pages. These platforms allow customers on Facebook to ask questions in a forum environment, as well as suggest product and website improvements.

UserVoice Example Intergration

Live Q&A Events

Why not have live customer question and answer sessions with people within your organisation? You are able to use platforms such as LiveStream, Vpype and UStreamTV, to carry out these growing type of events. Customers are able to post live questions or comments to the broadcaster, which makes it ideal for an engaging customer Q&A event.

As you can see from the example below, Facebook has been an early adpopter of this platform. Zappos has also been carrying out these event successfully.

Live Chat

Why not add live chat to one of your tabs, you are able to make this possible by simply embedding your live chat button into a new tab. A word of warning though, it is worth ensuring that it is being effectively used, as people may just using it for fun and saying hi to you team etc. It is a case of test and see what the quality of questions or leads are. Your live chat provider should also be able to offer some assistance with this.

Customer Support Satisfaction

Depending on how transparent your orgnisation is or even how good your customer service is, you could publish your Customer Support ratings on your Facebook Page.  Nicereply is an solution which enable you publish live customer support feedback scores. Simply add their link into your emails or after contact survey and away you go. This product is still in its early stages but has plans to be developed further.

Store Locator

If you have a store or dealer network, you are more than likely to have a store locator on your website, so why not have one on your Facebook Page?  Providers such as Bullseye and Involver are able to integrate easy to use store locators for your customers to find their nearest store or dealer.

BestBuy Store Locator

Have you got any suggestions?

Have you got any suggestions on apps which enable businesses to deliver customer service via Facebook Pages? Post your comments below.

Related posts:

1. How is globalisation affecting customer experience?
2. How to use Facebook Pages for Customer Support – Part 1

A couple of weeks ago you could not have avoided the news that Facebook had received another $500 million of investment. However, at the end of 2010, you might have missed the other news story that Facebook had more visitors then Google in 2010.

These stories should prove the importance of this social media platform as part of our customer support strategy – and I am not just talking about answering Wall posts.

Is 2011 the year of F-Commerce?

F-Commerce is the integration of an organization’s E-Commerce channel into its Facebook Page. It enables customers to buy from an organization without the need for leaving Facebook.

With an expected growth in F-Commerce during 2011, I thought it would be good to look at what I am calling F-Service and how we can serve our customers through this world of F-Commerce.

Haven’t we all heard about social support before?

Over the past few years we have continuously heard about social media (or the social web as I like to call it) and its impact on customer service. F-Service will allow us to go one step further and truly integrate the social web into our everyday business.

How to use Facebook Pages?

Facebook Pages have long been under the ‘ownership’ of the marketing teams but now is the time for the customer support teams to start being involved. Many of you have probably ‘Liked’ a organizations Page and are aware of the tabs at the top. These tabs allow administrators to add additional information to be presented to the viewer.

Using FBML (which is like HTML) or solutions that automatically integrate into Facebook Pages, you are able to create a Page that can be used for both marketing activity as well as customer support.

What support could be delivered ?

In Part 2 & 3, I will post some of the solutions enabling you to deliver F-Service to your customers.

What are you doing with Facebook Pages?

Have you started support your customer via different tabs? Post your comments below.

Related posts:

1. How is globalisation affecting customer experience?

The Purple Goldfish Project was set up in 2009 by Stan Phelps to celebrate and spread the word of organisations that provide a great customer experience. As we come to the end of another year, I thought I would provide my Purple Goldfish of 2010.

Within my work, there are two organisations that have excelled and delivered two Purple Goldfish experiences (B2B can also deliver a great customer experience);

Matt and the team at Bold Chat in the US (who supply our live chat services) have gone above and beyond our expectations.

Robert and the team at Encoded in the UK, have not only made sure that we have had a great experience but also our customers.

On a personal level I would like to give a Purple Goldfish moment to my local sandwich bar near our offices in central London. The team at The Cinnamon Bar provide a great product and a highly personal service.

My final word of 2010

One of my mottos is that one should never stop learning. Throughout my travels this year I have met many great people, who have been willing to share their knowledge with me and I would like to thank you all for ensuring I continue to learn.

Here is to a great 2011 to all of you and your customers!

What is your Purple Goldfish?

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I have this week spent an excellent few days at the Customer Experience Exchange in Monte Carlo. We had some excellent presentations from the likes of Cigna, Zappos, Orange, O2, Lego, Cabelcomm, to name but a few. It was great to see at first hand and discuss with likeminded people about the hard work which is being put into improving the customer experience in all types of B2C and B2B business.

Whilst watching these fantastic speakers from around the world, I thought it would was that time of year to find out what will your priorities will be for 2011?

Some of the topics covered at the event;

• Persona design
• Customer journey mapping
• Touch point mapping
• Emotional engagement
• Staff engagement
• Improving Analytics
• Rolling out Net Promoter Score (NPS)

Are you investigating any of the above or looking at other ideas for 2011? Lets us hear about them.

Related posts:

1. How is globalisation affecting customer experience?

A few months ago, I was on a panel at the Customer Experience Online event in London, where there were a number of delegates in the audience from country divisions of multi-national organisations, such as banks, mobile (cellular) telecoms operators and courier companies, all of these delegates wanted to improve the support for cross border customers.

Having worked for many years in delivering multi-lingual customer services, I was able to understand the comments I was hearing from these delegates.

Some of the topics discussed included

• What do we do if a customer from another market contacts us?
• How do we respond to the customer if we  do not have the language skills?
• How do we support another markets customer from our P&L?
• What happens if a customer wants to return some goods they bought in another country?

Why is it happening?

People are increasingly seeing the world without borders (people who are commonly called global citizens), customers are also becoming more aware of purchasing products cross boarder to save money through the use of the Internet. As an example, some customers realise they can book the same hotel room at a lower price then in their own country but when it comes to support they will often go to the the local website for the online travel agent.

How can cross border customer experience be improved?

Simple: Talk to your colleagues in other markets. I often find the markets work in silos and do not share best practice to enable a better (and more profitable) customer experience. We should be working to a global profit target within our organisations, not just the profit target for our own market. The latter is detrimental to the customer experience.

How can we support across borders?

Empower your teams to take ownership of issues and allow them to ensure that the customer issue gets resolved, whichever country they may be in. In the eyes of the customer it is one name above the door and it is irrelevant to them who they deal with. Yes, there may be language issues but there are ways of getting around this problem.

It is essential that processes are in place to enable cross border customers to receive good customer service. To enable a great experience, front line teams should be able to transfer callers to other contact centres within the organisation, transfer support tickets and even accept goods bought in another country; including being able to process refunds.

Unify CRM / contact management platforms

This may be a huge change for most organisations but highly customer focused organisations generally use the same CRM platform. This allows support tickets to be  transferred to another markets’ queue without leaving the contact management solution. Organisations who use the same contact management platform across markets include easyJet, Expedia, Electronic Arts, TomTom & Nikon.

Arranging cross border best practice events

It is an excellent idea to arrange a best practice event for contact centre management teams from around the world within your organisation. You can discuss systems, processes and best practice. These events will allow for a more fluid customer experience across borders and will also drive improvements within the local organisation.

What are your experiences of assisting cross border customers?

Have you had experience of dealing with cross border customers within your organisation? How have you improved the service to those customers?

Related posts:

1. How to drive down costs and improve service?

Dan Ariely explains how our decision making and our reasoning power are influenced by expectations, emotions and social norms. This book gives an introduction to behavioral economics. It is written for personal use as well as for professionals in the field of advertising and sales strategy.

What to expect / some of the chapters

• The Cost of Zero Cost – Why We Often Pay Too Much When We Pay Nothing

• The Problem of Procrastination and Self-Control – Why We Can’t Make Ourselves Do What We Want to Do

• Keeping Doors Open – Why Options Distract Us from Our Main Objective

• The Context of Our Character Part I – Why We Are Dishonest, and What We Can Do • about It

• The Context of Our Character Part II – Why Dealing with Cash Makes Us More Honest

By means of enjoyable experiments, Ariely points out what our strategies are when making decisions: We compute the cost-benefit ratio of our actions different to what we might think. Yes, these ways of computing can be used to influence customers but after all the book is about humanity and it explains why we act the way we act. That is often pretty surprising.

Two quick examples for that: Chapters like “The Cost of Zero Cost” explain how to monitor decisions more carefully especially in the field of consumption. In other chapters like “The Problem of Procrastination” the reader learns about how our intentions differ with the state of arousal we are in.

In explaining all this, Ariely deals with basic questions i) about satisfaction in a system that is based on constant economic growth, ii) about moral judgement, which is essential in times of credit-crunches that shake whole nations and iii) about basic blind spots when it comes to our own good behavior. The author manages to deal with these rather serious aspects in a very positive and entertaining way.

Would I suggest reading it?

I would! This book does not offer sales- or advertising strategies. It rather explains basic fallacies we all come across in very different aspects of our life – from greed to good intentions. It may help to understand yourself better as well as the customer you are dealing with.

• Buy on Amazon.co.uk
• Buy on Amazon.com

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Last week, as I was not too well, (no sympathy needed) I went to a large pharmacy chain in the UK to get some medication near my office in central London.

At the shelf with the desired products the store assistant next to me stacking the shelves. I asked her for advice (she wasn’t proactive with asking if I needed help, which would have been a positive surprise). She gave the advice and I then proceeded to pay for the items.  Suddenly, the store assistance appeared at the till (which now did surprised me). As she started giving me my receipt she went into details about how I could win a daily prize if I provided feedback. She wrote her name, circled the cash prize and said that even if I though she wasn’t good, could I give her the highest rating on the survey.

Will this motivate staff to deliver long term customer satisfaction?

This pharmacy chain has been working with an enterprise feedback management company, which is not necessarily wrong. However, what I do think is  is that if the company is wanting to create the best customer experience, it should look at how staff and customers are incentivised to provide feedback. What happened to me in the store is a good example of how customer satisfaction could be skewed due to offering big cash prizes both parties.

Obviously, if the staff member is incentivised to get customers to fill out the survey, it will lead to a better customer experience but if then the store assistant realises that there is 100,000 other employees also trying to win the same incentive programme then this motivation will soon drop off and therefore will not deliver in the long term.

Are we all wearing rose tinted glasses?

We  have to be careful not to cheat ourselves into believing that we have the best customer experience. We have to admit that there are flaws and fix them. I may sound like a broken record about fixing ongoing issues but if you don’t fix them, no matter how many surveys your organisation does, you are only cheating yourselves and the customers. If the staff is trying to influence the outcome of the customer satisfaction survey then good is the money being spent?

How can we gather real customer feedback?

I would suggest that you review any incentives offered to customers. If you do offer incentives, try stopping them for a period and see what variances occur in the data.

There are  large numbers of ways available for companies to gather quality feedback in a cost effective way;

In-store or Service Industries

• You could use SMS by promoting it on shelf ends, menus, posters around the store or on the till receipts. Companies like Clickatell enable you to receive SMS and capture feedback into a spreadsheet for analysis.

• Use websites such as Qype as your feedback platform, they can even provide business cards to drive feedback. Qype is great at helping you promote your offline business online through it being very well search engine optimised. Check your establishments profile on Qype, take ownership of the listing and they will then allow you to manage listing information.

• Develop a customer feedback page on your companies website, feedback from customers can be published online to create a more transparent relationship with your customers. Again, this can be promoted on receipts and bills.

Customer Services & Support

• Use a survey tool where you can put customers through after a call, if you have basic IVR functionality you are able to do this, or you can use a provider such as VirtuaTel. One tip for after call surveys: choose a different hour everyday when your agents have to ask customers to be put through to the survey, this stops agents ‘cherry picking’ their best calls.

• If you have an email support channel, many email management tools have a tool to send out survey emails when the ticket is closed; if not, use something like SurveyMonkey and add the link to your signature.

Online Retail & Mail Order

• If you are an online retailer or in mail order, then your courier company usually has  tracking information available, so once delivered you can send out a survey to ask customers for their feedback on the product and end to end experience.  This feedback could be used on your homepage to promote how good your customer satisfaction is, it should help conversion. You may also use a service like Feefo to capture feedback and some customer focused mail order companies are using this solution.

How do you capture customer satisfaction?

If you have used other ways to capture customer feedback, share them with other readers.

Update

Last night at the same chain, I was told that the number on the till receipt was my lucky number. I just needed to go online and answer a few questions to see if have won £1000! Will keep you all informed of some other great examples from the staff to get me to fill out the survey!

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It is an age old question which we all hear time and time again but it can be done in a variety of ways and sometimes it can be done using solutions slightly differently to how a vendor may sell their solution to you.

Around 10 years ago, a new solution was being promoted, which would allow customers to contact you for free. It was called click-to-call. Some of you, who may recall the original solution; it was somewhat cumbersome (customers had to download an applet to be able to submit a call request from your organisation).

Well, things have changed. No longer do customers have to download an applet and it is now very easy for organisations to implement click-to-call functionality.

A way in which it has proven successful is to assist in email management. Using click-to-call enables customers who are not satisfied with the email response they have received, to request a call back.

What is the business benefit?

If team members are responding to customers via multiple email responses, it can lead to issues around the quality and high handling times (even if your centre doesn’t measure average handling time but that is another post).

When responding to customers for a second time, the team member has to read three emails: the initial customer email, the initial customer services response and the second response from the customer. Also, for the team member trying to write another email different to the first response, it can take quite a long time (unless you have another level of templates). All this could be resolved in a 5 minute telephone call, instead of 10 to 15 minutes on one email and sometimes higher dissatisfaction for the customer.

Who is using Click-to-Call as part of email management?

There are two organisations which I know that have used this solution successfully: Amazon (using ATG) and easyJet (using Encoded).

What is the customer journey?

I will show you the customer journey for Amazon. (easyJet was similar to this.) In the email response, the customer is presented with two outcomes (click image to enlarge) to the statement: “Did you this email answer your question? “Yes or No”. Yes is taking the customers to a short survey and No is taking them to the update email landing page.

If you are using a contact management system, like RightNow, Inquira, Salesforce or ZenDesk customers can log into an account area and update their support ticket. This is where you enable customers to either update their ticket via email or request a call back.

The click-to-call pop-up will appear, customers can enter their contact details and when they would like to be called. You are able to add other fields, such as account number or support ticket number and this will be passed to the contact centre team member via text to speech when the call is connected.

What happens next?

A call would be presented to the call centre in the usual way by providing the solution provider with a delivery number. As mentioned above, the team member would hear that it is a click-to-call call, followed by whatever information you have captured from via the pop-up and then the team member is able to check the customer history.

Once the history has been check and the team member is fully aware of the issue, they will then have the option to accept the call back. The click-to-call platform then calls back the customer; customer and call centre team member are then connected. Calls are not usually ‘forced’ to the call centre team member. This enables them to be fully up to date with the customers history.

What are the possible issues?

• If you allow customers to receive call backs on their mobile telephone then this is where the ROI model can breakdown due to the pass on costs of calling mobile phones. If you are wishing to control costs on this channel, you are usually able to block mobile phones and you are able to tell the customer upfront of this policy. I know some customer experience people will be jumping up and down.
• Customers can soon realise that they are able to log in and keep opening the same ticket to get a call back instead of contacting the call centre in the usual way. Most contact management systems allow the permanent closing of tickets, after set time parameters.
• If a support ticket has been escalated from the front line team to a 2^nd or 3^rd tier level, those involved must ensure that the history has been updated regularly to enable the front line team members to update the customer properly. Organisations should allow those dealing with customer support to be accessible to customers (what a strange thought). If you fail to enable customers to get an update on their issue, it will lead to further customer dissatisfaction.

One final piece of advice

If you are having issues with email first contact resolution, review all of your email templates first and carry out an audit of your teams writing skills. Ensure that you extract any jargon, add empathy and also start to use the terminology your customers would use. By doing this, you are fixing the root cause of the problem and not covering things up with a band-aid.

Do you use Click-to-Call?

If you use click-to-call within your operations, is there any advice for other readers? Or are you using VoIP click-to-call to allow customers to contact you via their pc or mac? Post your comments below.

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Customers have been posting their complaints online since the conception of the Internet. Twitter and Facebook have brought it to a new generation of time sensitive Internet users. But what do customers expect when they post their detailed gripes on dedicated complaint sites and how can we work with these aggregators?

Why do customers use them?

Search Engine Optimised

Many of these sites are search engine optimised, which means they will appear high on Google Search when a user either searches via a brand name or search terms such as brand name + complaints. As more and more customers post comments on these sites, this also helps them climb positions in search engine. One of the best examples for this is TripAdivsor. Have you ever tried finding a hotel online and have always found TripAdvisor in the top 5 links every time? Go to Google and try searching for your favourite hotel.

Why tell one person?

As people feel that they are part of a community when online, people want to tell other people within the community of issues they have had, just like you used to tell your neighbours and friends. Why write one letter or email to a company when you can publicise deficiencies to hundreds of people? This is causing issues for PR teams, who are having to learn about online reputation and sentiment. More brand damage could be done online than by a small article in a daily newspaper.

Expecting a resolution to their problem

Probably the most concerning for customer service professionals is that customers expect a reply to their postings on these sites from the company in question; I have seen customers posting account numbers etc. on external forums. Many of these sites have a ‘company page’, some customers expect that this has been put there by the company in question and this can give a false impression to the customer. One  dispute relating to these ‘company pages’ is between Get Satisfaction and a SaaS software provider called 37Signals. 37Signals commented in their blog post Get Satisfaction, or Else on how they felt customers would get confused when wanting to gain support from 37Signals.

Some examples of complaint aggregators

Complaints Board

As the name suggests, it is literally a complaints board where customers can post their complaints and receive feedback from other customers in relation to their issue. Readers of the website are able to vote on whether they agree with the complaint or not. View Site. View Site

Complaint Community

Complaint Community is a UK based website, but I am sure it has plans to grow abroad. Unlike most websites, it publicises that it has a complaint regarding a company on Twitter, so somewhat forcing an organisation into dealing with the complaint on its site. It allows customers and companies to discuss the issue through its private messaging system. View Site

Get Satisfaction

This takes a different approach then some the other sites featured in this post, as Get Satisfaction accepts praise, product improvement ideas and also acts as a knowledge base. View Site

Complaints.com

Customers are able to post their feedback online through an easy to use interface (if somewhat outdated) and companies are able to respond to the customer complaint. View Site

Rip-off Report

This site is a cross between a blog and a complaints forum. It has been going for over ten years and has had over 8 billion visitors during that time. Visitors are able to post their issues online, not just about bad experiences but also about fraudulent activity, such as phishing and telephone slamming.  View Site

Customer Service Scoreboard

Customers are able to post both, positive and negative comments about a company and this then produces a ratings scoreboard for the company in question. Unlike most of the other sites, this site does not allow companies to engage with the unhappy customers and assist in resolving their problem. View Site

Plebble

Plebble allows both negative and positive feedback to be posted online, with a smiley based ratings system (with an angry devil signifying the worst). As well as the comments section, it has interesting statistics posted alongside the company profile which allows readers to see the customer ratings trend etc. Plebble also brings in customer feedback from other sites such as ReviewCentre.com (not included due to its bias towards products). View Site

MeasuredUp

This site allows customers to post both traditional written posts as well as video. Somewhat like Get Satisfaction, it allows customers to ‘create a support ticket’ to a company, Get Satisfaction does make it clear at the top right of its site that the company is not engaged but MeasuredUp does not and could increase further customer dissatisfaction. View Site

Pissed Consumer

This sites slogan is “Tell the world. Be heard”, which as discussed above is the fundamental principle of this genre of websites. An interesting design of this website is that it uses sub-domains, i.e. brandname.pissedconsumer.com and this enables it to do very well on search engines. Companies are unable to engage with customers to resolve their issue, following a complaint made about them. View Site

How do they compare by visitor numbers?

Below you will see the number of visitors to some of these sites over the past year. Those companies not included in the chart below either have too low visitor numbers or are not being tracked by Compete.com. As you can see from the chart, generally visitor numbers have been declining over the past year. This may be because:

• Growth of Twitter and Facebook; Generations X and Y are more likely to post complaints using shorter constructed sentences than using complaint sites
• More and more complaint sites being launched driving down unique visitors to each site
• Companies are actually listening to customer feedback and improving their products and process
• Companies are becoming better at resolving customer complaints, therefore removing the need for the customer to be more vocal about the complaint
• Companies are becoming better at managing their online reputation
• Less people are complaining, as they are  better informed in the first place.

How can you manage complaint aggregators?

1. Above all, ensure that customers can complain to your organisation easily; don’t hide your help pages. If you use a knowledge base ensure that you add an FAQ telling customers how they can complain and that you appreciate their feedback.

2. You can simply ignore these websites and let the complaints build up across the internet. This option may be not the best suggestion if you want to protect your brand online.

3. You can choose one or two of the sites and respond to customers posting their feedback. Focusing on a couple of the sites will enable you to understand how to use the sites properly and also you will be able to build a relationship with the website owner. To find out which sites you may work with, Google your brand name or brand name + complaint to see which sites are at the top of Google.

4. Develop your own customer forum, possible platform providers could be: Get Satisfaction, Lithium, Helpstream, Jive, Ning and SocialGo. This allows you to manage the conversations with your customers. Don’t be afraid to air your dirty laundry in public, all companies make mistakes, admit it and show that you make improvements following this vital feedback. Customers will be looking for more transparency from the companies they deal with. Allowing discussions online will enable you to build your reputation for being a trustworthy organisation.

5. Work with your marketing team; buy keywords on Google Adwords. These are the adverts which appear at the top or to the right on Google Search. So for instance you could purchase the term “brand name is crap” (excuse the language but this is what customers may search for). You can then produce an advert to direct customers to your internal forum or to a landing page asking for people to give feedback which then allows you to improve your service.

6. Work with your web team to ensure that your help section is optimised for major search engine keywords relating to complaints. If you actively listen to your customers, speak to your call centre agents or run reports on why people complain. You will then be able to develop your SEO programme around complaint keywords.

7. Use ‘listening tools’ such as Radian6, UberVu or even free tools such as Board Tracker to monitor forum postings relating to your company. Find customers complaining about your brand and engage with them.

So is this the future of complaining?

In my opinion, I do not think that this is the future of complaining (you can see the declining visitor numbers) but it is imperative that you do not ignore it and remember these negative posts will never disappear (unless the website closes).  Customers will post their feedback online and these sites will grow if organisations do not listen to their customers and fix ongoing issues.

What are your thoughts?

Do you engage with your customers on any forums or do you think that these sites are good for customers? Post your comments below.

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Fat Face, a UK clothing brand recently announced that it was going to offer customer services via @fatfacedotcom on Twitter. Much of the coverage relating to customer services is based on US companies such as @comcastcares and @southwestair, so I thought I would look at companies in the UK, which are doing customer services via Twitter. Although these companies may have been later to start then their US counterparts, they are are doing well and may have outshone those social media commentators’ US favourites.

So who are they?

BT

BT is the largest fixed line telecommunications company in the UK  and has the largest number of customers supported via @btcare out of all of the examples. This has been a successful implementation by Graeme Stoker, who was responsible for researching and developing this support channel. As with all of the examples used in this posting; BT is being both reactive and proactive in their approach.

easyJet

Whilst at easyJet, a European low fares airline carrying around 50 million customers annually, I started @easyJetcare and it was one of the first companies in the UK to offer customer services via Twitter. @easyJetcare was used successfully during the severe snow of winter 09/10 and shows that social media can play a part in crisis management.

Carphone Warehouse

Another organisation within the telecommunications sector is @cpwcares set up by Guy Stephens who now moderates a group called Where Social Media Meets Customer Service on Linkedin.com. Although somewhat smaller then the previous two examples, it still does great work in engaging customers. As Carphone Warehouse is part owned by Best Buy, a large US electrical retailer, it will be interesting to see what elements of the successful social media strategy Best Buy will bring to the table.

Virgin Trains

@virgintrains was started by Rich Baker following a move to a new role as Head of Customer Services of Virgin Trains (a UK rail company). Rich thought it would be a great way to engage with customers and this is how the project snowballed. It still continues to support and offer advice to customers who use its rail network.

Not renowned for customer services

It is interesting that some of the pioneers in the UK are not always renowned for their levels of customer services but they all are pretty dominant within their respective market. Even more interesting is the fact that all four of the examples where set up by one individual within each company, who saw the potential in the use of  social media to support customers.

What can we learn from these companies?

Whether your company is renowned for great customer services or not, there is no escaping from the fact that all businesses have a need to engage with customers via whatever channel the customer wants; this could be via Facebook, Twitter or even a customer forum. In a recent post on the Gartner blog; Twitter Jitters in Customer Service, Michael Maoz questioned 250 customer service executives, he found only 15% had a Twitter strategy for customer services and this proves companies still have a long way to go before grasping new technology.

What is happening in your country?

Do you know any other companies outside of the US who are doing well with their use of Twitter to offer customer support, may be in France, Germany or Spain? Please leave your comments.

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