July 22 2009 by Ellen Roseman
In just a short time, Twitter has become an essential tool for both media and business.
I have a Twitter account and so does Rogers Communications. In fact, it has a few of them. You can check out what Rogers is doing, even if you’re not on Twitter yet:
Rogers told me that it’s trying to reach out to people who post online comments about their bad experiences, Then, it works to resolve these complaints offline.
Wouldn’t you know it? Right after I talked to Rogers, I got an email from someone who was helped this way. And he was pretty happy about it.
I just thought to pass this message to you to inform other readers of your articles and on your side blog.
I recently wrote on twitter the following: â€œRogers customer service = one lost customerâ€ after having difficulties with getting a resolution to my billing problem.
Within one day, I received a re-tweet from Rob Manne (AKA RogersRob) asking if he can help. I was skeptical at first but then found that he has a lot of followers and is the Manager of Social Media and Digital Communications for Rogers.
I direct messaged him and he then indicated he would look into the problem. Within 24 hours, I received a call from Laurie at the Office of the President for Rogers. Laurie helped address the billing issue and I will be getting a credit and an apology.
I have to say that I have been pleasantly surprised about this type of customer service for Rogers. Usually I and others have experienced negative ones.
Rogers also wants to help you escalate your complaints more easily. Its website lays out a three-step process, ending at the office of the president, which is easier to follow than what was there before.
Bell Canada, however, has shut down its forums, which seems a backward move. When I first read the conversations going on there, I thought I was reading my own blog. Guess the comments were too critical for the company’s liking.
Here’s how Bell justifies its decision to do away with free-wheeling discussion:
At Bell, improving customer service is our top priority. That’s why we’re replacing the Bell Support Forum with a new Instant answers knowledge base coupled with 24/7 chat support. With this new tool, we believe we will better serve our customersâ€™ need for fast, accurate information and assistance. It can also quickly connect you to a live support staff if you want to further discuss your situation.
Can companies use social media to get closer to customers and their concerns? I’d like to hear your thoughts about this trend.