When most people think about top-notch customer care, it’s not often that wireless companies come to mind. There’s good reason for this: most wireless companies haven’t exactly been high performers when it comes to taking care of their customers, and many of these companies show near the bottom of customer care ranking.
Verizon Wireless has generally been the exception: the company consistently tops the other national wireless carriers when it comes to customer service. This week, the company was again recognized by J.D. Power and Associates for its industry leadership in customer care, ranking first among national providers for the fourth consecutive time. In particular, Verizon was noted for its social media program.
Social media has become another customer contact channel, a viable media that smart companies have added to their customer care mix along with telephone, e-mail, self-service and other Web channels. Younger customers who are heavy users of social media expect their Facebook posts and Tweets to be answered in the same way they expect their telephone calls to be answered. As smart organizations already know, social media needs to be a two-way conversation, with outbound outreach efforts, considered just as critical as answering inbound communications.
As part of its U.S.-based network of customer service centers, Verizon Wireless noted in a recent blog that it has a dedicated social media team that reaches out to customers on social channels and often follows up via direct messaging, or even with a phone call to fully ensure resolution. The team also has an online personality, signing on and off from its designated support hours with light-hearted tweets that range from special shout outs to weather forecasts, said the company. By actively monitoring social media platforms, including Twitter, Facebook, Google+ and Yelp, Verizon can enhance and expand upon the customer experience while not losing the personal touch.
“We’ve always been able to answer you on the phone, email or chat, but now adding social media means you have the convenience of sitting on your couch and sending us a tweet,” said Chauncey Mason, Verizon Wireless social media coordinator.
The company has found that being “personable” is critical in the social media channel. It engages customers and allows them to get something in return from social channels – ideas and feedback – and helps the company build better customer relationships.