Tag Archives: Online Community

Threadless looks to FaceBook for Customer Support

Internet Retailer recently turned to Facebook to support their customer service. By teaming up with Parature, Inc, they were able to create a “Support” tab on their Facebook Fan Page that hosts FAQs. If customer questions aren’t answered in the FAQ questions, customers can contact employees for answers. Not only does this get many of the questions answered, it allows Threadless to monitor what customer service issues need to be handled more quickly than others.

Brianne Hattaway, director of customer support for the online retailer, stated, ‘Our approach to support is shaped by our online community and their need for transparency and immediacy. We can reach out to our customers on Facebook even more than before and give them a fluid support experience across different channels with the personalized support that Parature enables on our site.’

What other kinds of innovative services have you seen to support customers on Facebook?

Conan O’Brien uses web tools to continue entertaining millions

With his final night of the Tonight Show taking place earlier this year, Conan O’Brien has continued his presence in the American public successfully using online community tools. Through a network of Twitter (@ConanObrien), blogs, and fan communities, Conan O’Brien has sold out the majority of his comedy tour that will be kicking off this week. Read the full article here.

Facebook and it’s customer service

We’ve heard many great thing about how online communities can strengthen and increase the value of customer service, but what happens with the online communities themselves have poor customer service? According to Caroline McCarty, many Facebook profiles have suffered from a recent outage. They’ve contacted both her and Facebook for a response, but little has come from Facebook in terms of customer support. After contacting Facebook, users only got back minimal responses that stated that their information was in no way compromised.

Is this acceptable? As one of the most highly trafficked web pages, should they work to support their customers better? I think so. Because to stay on top of the social networking world, they must continue to connect and listen to their customers, instead of leaving their questions about their accounts to go unanswered for days.

Online community shares local police reports

The Medford Transcript of Massachusetts sheds light on a new community that shares local information from the police department on crimes taking place in specific neighborhoods. CrimeReports.com takes call logs from local police departments and provides the crime data online. Individuals can sign up to receive daily, weekly or monthly updates about the crimes that have taken place in their neighborhoods.

This kind of community intrigues me. It combines both online and offline communities for the benefit of the people involved. What do you think about online communities like this?

People are Joining and Fleeing Facebook at the Same Time

We’ve all heard the astounding numbers from comScore of how Facebook attracted 87.7 million unique visitors in the US in July, but what is too often neglected is the small but noticeable size group of online users fleeing from Facebook. This post in the NY Times shows us a different side that we are not used to seeing from Facebook… the quitters.

Some of the reasons the post describes why people are leaving the famed social networking site is the fear of stalkers, how the site makes them “nosy”, how the scene has turned desperate, and how some believe that their privacy has been compromised. Even though Facebook seems to be on top of its game now, it can not forget about all the above mentioned points, unless it plans to become a ghost town in the near future.

McDonald’s and Social Media

In Time, they look at McDonald’s recent online actions with the social networking site 365Black. Last week, discussion started on Fox Nation about the website, which some see as stereotyping the community. This began an online discussion that suddenly spiraled out to such sites as Digg. McDonald’s doesn’t have a well-rounded social media campaign, and as a result, has had trouble maintaining a clear online presence.

Muhammad Saleem, director of social media strategy for the Chicago Tribune’s Chicago Now commented on the situation:
“Even if the idea was a good one and truly was promoting black cultural heritage, it really does come off as manipulation and stereotyping. It’s part of a larger problem ‘ McDonald’s doesn’t have the sort of brand loyalty and trust to be able to have this sort of campaign and have it be embraced.”

McDonald’s responded that this is a social networking website for individuals to come together and share experiences about how McDonald’s has changed their lives.

What do you think about McDonald’s actions to reel in the negative coverage they’re receiving over their social networking website?

Online city community sees success

According to Jackson J Online, an online community portal for the township created in 2008 has become more popular than the local newspaper’s website. With the implementation of an online search marketing strategy, they’ve grown over 10,000% since the portal was launched. Today, Jackson J Online receives over 6,000 unique visitors a day. Read about the full initiative here.

Do online social newtworks actually exist?

In the Mansfield Journal, Holly Harman Fackler pondered over whether the word “online community” was an oxymoron. In the online space, civility, accountability and consideration don’t follow the same rules as real world relationships. It’s a group of faceless people congregating in one spot. She also points out that many neighborhoods in our country are the same way.

But an online community can:
-Facilitate a place for people to come together and generate ideas
-Challenge ones thinking and lead to greater self awareness
-Lead to communication
-Lead to understanding

So an online community can be a great place to do all of these things, but a truly successful online community culminates when there is off-line participation in meetings and gatherings. A community goal should always result in both virtual and actual meetings.

So what do you think? Is “online community” an oxymoron?

What does your business use Twitter for?

This post on USA Today discusses how many companies are taking advantage of real-time capabilities of Twitter to foster customer service. Comcast, PepsiCo, JetBlue Airways, and Whole Foods Market are some of the companies which have begun to take advantage of twitter and opening up direct communication with customers.

Elissa Fink, vice president of marketing at Tableau Software mentions, “The more ways you provide customers to contact you, you’re more likely to satisfy them.”

Consumers have become increasingly frustrated with wait times in call-centers, maybe it’s time we took another look at the traditional call-center and incorporate social media strategy in some of these older-styled companies.

What does your business use Twitter for?

This post on USA Today discusses how many companies are taking advantage of real-time capabilities of Twitter to foster customer service. Comcast, PepsiCo, JetBlue Airways, and Whole Foods Market are some of the companies which have begun to take advantage of twitter and opening up direct communication with customers.

Elissa Fink, vice president of marketing at Tableau Software mentions, “The more ways you provide customers to contact you, you’re more likely to satisfy them.”

Consumers have become increasingly frustrated with wait times in call-centers, maybe it’s time we took another look at the traditional call-center and incorporate social media strategy in some of these older-styled companies.