From the course: Serving Customers Using Social Media (2019)
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Handle channel pivots gracefully
From the course: Serving Customers Using Social Media (2019)
Handle channel pivots gracefully
- Can you imagine how weird it would be if you called a company's 1-800 customer service number and the first thing you heard from the agent who answered was thank you for calling, could you email us instead? Thank you and goodbye. Unfortunately, customers have this we can't answer you here experience all the time in social media. For many reasons, both good and bad, companies often receive customers' questions and complaints in social channels, but they prefer to answer customers in more traditional channels like phone or email, or more private but still interactive channels like live chat. Anytime you ask a customer to move the discussion from one channel to another, that's a channel pivot. If you ask the customer to telephone you instead of tweeting you, that's a channel pivot. When you ask a customer who reached out to you on Facebook if you can email them the user manual for their product, that's a channel pivot.…
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