I bought a Shark steam mop a few months ago and, with a question about the best way to wash its microfiber pads, I first turned to Google. Results suggested different customer opinions. I wanted to know what the company thought and didn’t feel like clicking around its website.
They tweet and facebook and, while they do respond to inquiries, I wanted a more immediate response. Enter Live Chat! I inputted my name and email address — and typed back and forth with a customer support representative. Quick. And, she had a personality!
The takeaway is while social media is important for multiple reasons (customer support, product news, personnel changes, etc.), nothing trumps the personal connection from meeting in person to talking on the phone to typing on the computer.
And, have a sense of humor. Nobody likes talking to robots.