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Call me old fashioned... but I still prefer hearing a voice as opposed to reading text.
I read an article called Nissan: Facebook may replace phone banks. The article basically touched on how, although any changes have been proposed, Nissan could start shifting some of its employees from the call centers to the web. This trend is not just being picked up by Nissan but by other companies as well.
I think it is a great idea… as long as it’s in correlation with being able to call in and speak to a live person. For some situations I think Facebook and Twitter are good places to post comments and grievances such as:
Now on the flip side, there are certain situations where I would want to speak directly to a person right away! Some personal examples include:
Because dealerships now have an increased presence in social media outlets I think it is great that their customers/prospects want to interact with them online but they should also have the option to interact on a personal/private channel as well, such as in person or on the phone.
Can you suggest any other instances where you would prefer to speak with someone over texts, web chatting, tweeting, or posting on Facebook? Share your suggestions below!