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Operating the different customer service channels in silos is likely the easiest, why a lot of companies are following that model:
- Social media people answer on social media
- Phone reps answer on the phones
There may some crossover here and there, but in general in my experience it seems that the social media people with problems they cannot or aren’t supposed to help tell you to call the phone people, who can then put you on hold.
Now, there are some things that can be resolved on social media and that’s great, but there are still plenty of situations where it’s much easier to talk to each other live and not through the written word.
In November 2015, I was booked on British Airways on my trip to Mumbai to speak at a blogging conference. I tried to change my seat online without luck. So I tweeted at British Airways for help. It’s what you do in 2015. Ha.
Now, sometimes people tell me that customer service is better when you have an established relationship or are a high-valued customer to a company. That certainly might be true in cases, but up to this point I had never flown British Airways and was only booked through them because that’s who partners with American Airlines for London-Mumbai flights.
Anyway, so I couldn’t get it to work and direct messaged British Airways my cell number on Twitter. They promptly called to get the information needed to help. Everything was resolved and I wasn’t once placed on hold or asked by some automated voice to spell what they can’t understand.
Great service across channels.