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Jared Hamilton
From: Jared Hamilton
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Amy Taggart

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Should dealerships replace customer service with “Facebook Service”?

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:

  • - Not all customer service calls are bad (although most people only call customer service with complaints) If I truly enjoyed your service I may tweet about it or post a comment to your Facebook wall to let you and all of your fans know how impressed I was and about my experience.
  • - I am very angry. Your call center hasn't helped, I have been on hold for about 30 minutes, and you keep connecting me to different people. Now I want to take it to Facebook so that I can complain about the poor phone service. This may entice you to tighten up your call centers.
  • - I need to vent. I had a horrible experience at your store or on the phone with you or while using your website. I want to address it in a way that others who may feel the same way can read about it and possibly share their thoughts.

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:

  • - My credit card was stolen! I want to speak directly to a representative so that they can not only cancel my card but fill me in on any transactions and what my next steps are.
  • - My phone isn't working! I need technical support ASAP and I want to speak to a live person because I am not tech savvy and need to be walked through the process so that I can ask questions as I go.

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!

Mike J
Replacement is a strong word. Try using a communication medium matrix and find a place for Facebook there. http://www.missionfacilitators.com/Articles/Training/Tools/Communication%20Medium%20Matrix.pdf
Rosa Luciano
Great matrix Mike! Thanks for sharing.

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