What makes social media support hard?
Often when people look for support on Twitter or Facebook, companies have hard time responding in time. I often just see companies not even trying to fix a customer's problem and just send general responses. There is a few companies who I see do it well, such as Apple. Is it really just about human resources?
Maybe if you stroke it a little or talk dirty to it?
Not just staffing, but that is a major component. There are also issues around integration with tooling and other support channels.
I would be curious many responded it's not worth following up?
We get a fair number of social media requests/complains about changing a reservation. The complaint is usually after the reservation, so there isn’t much we can do. Why they couldn’t go the reservation and touch “Modify” is left as an exercise for the reader.
Yea well your app reviews on the App Store also include people leaving reviews for specific restaurants. So, yea people in general aren’t that smart.
What’s with the tagged companies?
I can only tag 3 max. Random selection but those three companies seem to be very active on social media, answering customer questions