Q. Have
you ever experienced difficulty communicating with a business? Would
social media have made it easier to get noticed or get your problem
solved? If not, have you ever had a positive experience communicating
with a business through social media?
A.
Communicating with a business can be hard. First of all, there are many
other people trying to contact the company at the same time.
Personally, I have never tried to contact any company in particular. In
my opinion, it would be difficult to communicate with businesses because
of the amount of request. But nonetheless, it is possible with patience
and persistence.
Using
social media in a business would help the company gain instant feedback
through their posts (i.e Facebook). Through posts, the company can ask
their friends/fans/followers of their opinions which can improve the
business.
Hi there! I actually think there might be a lot of companies that don't get that much communication coming in from social media. Smaller companies in particular, or companies at least with smaller target audiences. For this reason it might be easier to get a company's attention through social media rather than calling customer service. However, I think your comment highlights an interesting dichotomy between the old system for getting help with a product, usually involving calling some horrible customer service line or making a trek to an actual physical location, and an emerging system for dealing with things via social media and email and live chats. It seems like we are still sort of navigating this shift and there's no clear boundaries for how you access what kind of communications and assistance with companies. The old way was often very difficult. I feel like it's hard to tell as a whole if the new way will make the whole system easier or not.
ReplyDeleteI have personally achieved better results after posting my horror story on the companies Facebook Page. Frankly any company with half a clue has either a Social Media Manager on staff, or a person designated in the office to handle Public Relations issues.
ReplyDeleteThe only other alternatives are emailing, or calling their Customer Care Department. It takes patience to find the right person who can successfully handle the issue. I'm sorry to say I have spent hours, but most of the situations resolved themselves to my satisfaction.