As David Armano remarks today, people want interactions with real human beings about the products and services they shell out the cash for. Duh. Who likes to navigate the automated phone systems? Who likes to be outsourced to India? Who likes to have to leave a message and basically expect to not get a response?
Nobody.
Once again, this brings us back to the web and Twitter. I’ve had a discussion or two about the validity of having employees watch Twitter and answer them. My feeling is that someone, a marketing intern trained specifically for the task, could be doing this. If you are a small company, no sweat, that will take extremely little time. Just search your term on Summize (acquired by Twitter a few days ago, look for integration soon…thank goodness) and answer whatever needs answering. Big company? Yeah that will take some more doing, but it’s still completely viable.
Brings us to Comcastcares, a Twitter account for Frank, an employee of Comcast. If you are on Twitter, here’s a good way to see a big company really get involved. Take a look.
