Customer Relationship Magazine just has an article entitled, “Using Social Media for Customer Service is a Strategic Imperative.”
The article includes a list of 20 sites which encourage customers to express their feelings and share complaints about companies, products and service.
If these sites don’t convince you of the need to set up Google Alerts for each of your brands, and be prepared to respond to detractors, I don’t know what will.
- www.blagger.com — a place to provide feedback and comments about companies
- www.buzzillions.com — the inside scoop from millions of reviewers
- www.complaints.com — posts and research about consumer complaints
- www.complaintsboard.com — consumer complaints
- http://consumerist.com — highlights the latest scams, ripoffs, hot-deals and freebies
- www.consumersearch.com — product-review editors select the best electronics, appliances, and services by comparing professional and consumer reviews
- www.epinions.com — consumer review platform and source for consumer insights, advice and in-depth product evaluations and personalized recommendations
- http://gethuman.com — company reviews and customer service ratings
- www.imreportcard.com — catalogs, reviews and discusses popular Internet marketing-related products, services, personas, or “gurus” as well as business opportunities
- www.measuredup.com — acts as an intermediary between consumers and disliked companies
- www.mouthshut.com — user reviews of products, places, movies and more
- www.my3cents.com — consumer reviews, complaints and more
- www.pissedconsumer.com — consumer product reviews and customer service complaints
- www.planetfeedback.com — complaint letters and company responses
- www.reviewcentre.com — community sharing product and service experiences
- www.ripoffreport.com — consumers educating consumers about scams, reviews, complaints, lawsuits and frauds
- http://sazze.com — reviews from real people
- www.sitejabber.com — reviews and complaints to help protect consumers
- www.topcompanyreviews.com — reviews of hundreds of products and services
- www.topconsumerreviews.com — discuss top products and top consumer reviews
With all of these sites, and more, every public and private organization needs to be monitoring the organization’s brands and protecting its reputation.
While I agree with Scott Stratten than you should not “feed the trolls” (those who provide inappropriate negative comments). You do need to follow what is being said about your brand, product or service and address any legitimate concerns in a forthright, straightforward and public manner.
It’s also important to build awareness and enhance the brand using social media to communicate with a group of interested people.
Marketing and customer service organizations should work together to build a strategy that enables them to use the most appropriate social media channels to build and enhance their company’s image.
While it may be difficult to justify an investment in a social media customer service function, if you expand the mission and goal by working jointly with marketing, it becomes much more compelling as a way to promote a dialogue between your company, your customers and your prospects.
How do you monitor social media for customer service issues?