While good customer service seems to be obsolete these days, everyone’s heard the occasional news story about a company that’s leveraged social media to turn a disgruntled customer into a success story in which the company comes out on top, looking like a hero. Last year, Erica blogged about a soldier who posted a video on YouTube criticizing Delta for charging him and fellow soldiers for checked bags. After the video recieved more than 200,000 views, Delta changed their checked bag policy.
Last week, I experienced one of these social media customer support stories first hand. It doesn’t quite measure up to getting Delta to change their entire checked bag policy, but it’s pretty impressive, nonetheless.
A friend of mine who works at another PR firm in the Boston area, jokingly tweeted to me that she had been in Cision all day, ending the tweet with the hashtag #PRoblems. A few hours later, Cision, a database used to help PR professionals find media information, called me directly. A customer service representative had seen my friend’s tweet to me and called to ask if I was having any problems with the service, if he could be of help, and if I wanted to sign up for any training sessions. I reassured him that I was very pleased with Cision and the tweet was just a joke from my friend.
For the most part, I was pretty impressed. A little creeped out? Yes. But mostly just impressed. It goes without saying that I won’t hesitate with any questions or concerns I have about Cision in the future after experiencing such great, proactive customer service!