Originally Posted by
henkybaby
You may or may not believe that an organisation as big as BA already has a problem sifting through the email they get. It is actually easier to sift through social.
Are you seriously suggesting that there are no tools for dealing with large volumes of customer service email?
...or is that only true because the volume of SM interaction is currently small, and many of the interactions are "lightweight" (can't think of a polite way to put that)?
...or dare I say it, is it that you don't sell those solutions?!
There are very good tools for that. In fact, this is one of the reasons social works better than email.
"works better"... you talking about from the point of view of the company, the SM consultant (!!), or ... wait for it ...
the customer?
I emailed a hotel chain last night with a scan of my membership card from a rival chain. Ten minutes later I called their customer service number (they're based thousands of miles away), was answered on the third ring, was through to the right department in less than twenty seconds, and their representative was able to fish my email out of their system and had processed my status match request within one further minute.
Do you call that combination of technologies (email and telephone) broken?
Speaking as a customer, all it apparently takes is the willpower (and budget) to make it work?
Just like SM, in fact!