We’ve recently spent time talking about the role of social technologies in the world of customer service, and I recently blogged on 10 ways the customer service approach has changed as a result. As part of this we’ve found a few nice examples.
- Carphonewarehouse using Twitter to help customers rapidly get resolution to issues that require cross-departmental solutions
- Intel traditionally used internal focus groups which were useful but didn’t enable ongoing conversations. Therefore they moved to engaging key customers in open discussion about how to improve their customer experience
- Amazon’s classic ‘the best customer service is no customer service’, who have now established peer to peer collaboration with product reviews (http://www.thecustomerevolution.com)
- O2 have created a customer forum with the explicit aim of encouraging P2P service collaboration; the site currently has 75,000 members who have posted 186k comments (http://www.thecustomerevolution.com)
- Zappos who’ve got 440 staff to be customer facing and engaging with customers on a daily basis
If you have more, then please feel free to share!
@btcares was able to close down my account over Twitter (many thanks to them.)
Radian6′s team is pretty good at picking up Radian6-focussed comments on Twitter (but then, you’d hope they would)
Dell — famously — is using a combination of tools (including, but not limited to customer forums) to improve customer service — notably by helping customers answer each other’s questions and posting these as “Accepted Solutions”
Of all of these, I think, the last has to be the cleverest solution; and the one that we’d most like to emulate!
Thanks for these Mat. Really like the @btcares e.g. that they can go ahead and do something which is fed into their CRM system.