Tech support has been around for several decades longer than social media. It really hasn’t gotten any better in those decades and some could make a strong argument that it’s gotten worse. On the other hand, social media came on like gangbusters in the past 10 years (arguably longer but I don’t really want to digress). I would venture to say that it wasn’t great at first but has become so over time. At first we had a lot of young people using social media to stay in touch with friends…later mom and dad got involved to watch what Junior was doing online…next thing you know, grandma is showing off what she can eat without her dentures. Possibly a low-point for social media to be sure.
So what happens when you combine social media with tech support? Great things really, should the tech company have a mind to put some resources on it. Think about it, people come to Twitter, Google+ and Facebook all the time to talk about a product or a service. Sometimes good, sometimes bad but always with a #CompanyNameHere tag. What happens when a company starts to follow those tags? They can start to see patterns in problems with their products, find solutions and be ready to offer those solutions to customer’s sooner, even within the very social media stream that’s blasting them.
It doesn’t always have to be a negative tag either. Companies that care can take to the social media streams to help their brand without waiting for someone to complain. Take this recent example I witnessed on Google+ (and was the inspiration for this article). A user of Google+, Cliff Wade, with a fair amount of followers decides to help a friend, Fred Scholl, out and post a question on his behalf merely mentioning T-Mobile’s name in the post. Within ten minutes someone from the social media department at T-Mobile responded to that post with an answer and a follow up question. A dialog ensued and a customer was given FANTASTIC support; before they were even a customer. What’s even more fascinating is every follow-up post was from a different representative of T-Mobile, yet nothing was lost in translation. Because the discussion was all centered around one social media thread, they could read the entire thread, come up to speed and respond properly to the conversation.
If more and more companies would employ people for this exact reason, I feel that when we as customers need tech support, we could get it in a much better and faster way. Social media is a very large part of most people’s lives now, and this is proof at how well it can work when combined with tech support. As mentioned, we as the customer, the person in need, wouldn’t need to repeat ourselves 8 different times to each and every person and all sorts of time would be saved by not having to do this for both us and the company in which we are dealing with.
The future of tech support lies within social media’s grasp, and the future is now.
Thanks to John Borgen for mentioning that this would make a good article to be posted on our site and then for putting it all together. I truly believe he has an excellent point and certainly wish more companies would take note of how well T-Mobile uses the power of social media for the purpose of tech support.