New Era of Customer Service

At one point in your life I'm sure there was a moment when you wish you could just directly talk to a company because of their service whether it be good service or poor service, and in the past you would have to get on the phone and call, then wait to talk to someone in customer service. This could take you either a short amount of time like five or ten minutes or take up to an hour! But nowadays communicating with a company is much easier than ever with the help of social media. Most companies today use some form of social media whether it be Facebook or Twitter (or both) and it allows you to communicate directly with someone in the company and get immediate feedback for a problem. I know that in the past couple years I've lived in Morgantown I have had some awful experiences with Comcast and if I tweet about it I usually get a response from them within ten minutes and most of the time I even get tweets from competitive companies telling me about the specials they could give me if I switch to their service. Which in turn makes the Comcast customer service representative work even harder to try and fix my problem because they do not want to lose my business. In the past before social media it was found that about 96% of dissatisfied costumers did not even bother to try and contact the company to complain, whereas now it is easier than ever to contact them. The use of social media by a company can be both a blessing or a curse, the company is either going to get an immense amount of support from the general public or they are going to be swimming in a sea of complaints, but in the long run hopefully the company grows from those complaints. You would think that with being able to see an astounding amount of feedback from your consumers the company would be able to look back at what people have issues with an fix those problems so that you do not continue to get complaints about them.

Qualman, E. (2012). Socialnomics, how social media transforms the way we live and do business. Wiley.