Social Business Is People to People Business – The Movistar Story

4 thoughts on “Social Business Is People to People Business – The Movistar Story”

  1. This is great and all, but why does it require special efforts on our parts to go out and find these people on Twitter (or whatever)? Shouldn’t they just have good customer service that works? I’m certainly glad to see that Movistar actually knows how to integrate their Twitter team with the rest of their customer support – maybe that’s the way it should be. My experience with Comcast and Sears has been sorely lacking. They have separate support groups – groups that certainly don’t talk to the rest of their customer support functions. Ugh!

    1. Hi Jack! Thanks much for dropping by and for the feedback comments! Greatly appreciated the insights and spot on! Indeed, it may seem as if I went out for help and support and I guess I was originally looking for the phone number for customer support, which I didn’t have, so I reached out to the official Twitter account from the telco just to ask for support & a phone number to call. I was never given it. So I moved on … and that’s when I mentioned the follow-up tweet, because I didn’t go anywhere, and that’s where things changed because I got contacted by Manuel first, then Emilio, to see if they could help out… I didn’t know them from before, nor were we following each other or anything. They just “bumped” into my tweet and decided to intervene.

      I have always believed that whenever you have got a product and you have to resort to customer support / customer service, it’s already too late, since I have already tried out everything I did and nothing worked. In this example, they were the pro-active ones engaging with me before they even knew what the problem / issue may well have been. It was that being proactive which allowed me to engage with them and eventually sort out the issues in less than half a day!!

      Yikes! Surely those examples you mentioned above could do a bit more homework towards that integration, since all of these social networking sites what they are are nothing else than another channel to interact with your customers and just like the phone or email, they are there to help people solve their problems, which is what matters in customer service and that’s just what they did!!

      I am just hoping it’s not just a single iteration, but the first one of many many more to come!

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