In my earlier post I wrote about Airtel missing an opportunity to engage with customers during their rebranding exercise. While I was researching online for that post – I discovered another gem – this time a missed customer support opportunity.
Airtel infact has a public facebook page. To my surprise customers were pouring love and hate on the page. There were atleast 8-10 comments per day and a lot of them would qualify as customer support requests.
Here is a screenshot of a happy customer requesting a new connection
Here is another screenshot showing a couple of more requests – one is a simple How-To, the other one is a real frustrated customer who is unable to reach Airtel support.
This smart user gets it –
Think about it. You have setup a Facebook page and customers are coming there and they want to talk to you there. In many cases they are coming here because they were not able to reach your support through traditional means like an email or a phone call. What is the point in repeatedly asking them to send an email to you support desk?
Wouldn’t it be nice if you can take these Facebook messages and automatically feed them as tickets into your helpdesk. Would it not be even better if you can post updates as comments to these messages updating customers regarding the status of their tickets.
This is just one example (albeit a very powerful one) that demonstrates that customers are willing to reach out to you through different channels provided you are willing to listen.
Don’t let your customers face the same trouble. Sign up for the Freshdesk Beta today and get ready for some Social Support!