Customer Service 2.0

Being a PR 2.0 guy, I have come to the realization that with the dawn of the social era, my job has come to mean more than typical public relations. In the past the job would have simply been to pick up the phone or email a reporter to get the story out there. However in today’s day and age, citizen journalism, Bloggers, and social networking sites have made every consumer’s voice just as loud (if not louder) than traditional journalism.

With that said, in my current role I’m in charge of the company’s social media efforts which involves interacting and fixing problems that our customers have in a semi-CRM role. So I can appreciate when companies interact with customers in the space with the same courtesy.

This afternoon, I logged into my Radian6 account only to find out that all of my monitoring widgets went missing. Since I had to start marking the sentiment of the conversation points, this kind of sucked. So I called my rep, but she was gone for the day and the customer service reps were all on other calls. So I decided to drop a quick Tweet asking for help:

Knowing that they are pretty receptive, I was confident I’d get a response, but not within five minutes:

So after exchanging my account name, I got another response that they would check out my issue for me. Shortly after, I recieved a third Tweet from Corey in the help department:

About a minute after the Tweet, my phone was ringing and Corey was helping me with my issue. We went through some trouble shooting, found my data and had a call placed into the development team to look into why the widgets disappeared.

So to the team over at Radian6, you have made me a happy customer and even more impressed with your product and service.