Telstra resolves customer complaints on social media

There are plenty of brands in Australia that are creating a presence in social media on networks like Facebook and Twitter only to then leave them dormant. So it was nice to see Telstra’s social media team fearlessly engaging in the “I hate Telstra” Facebook group with really helpful comments and advice.

What’s interesting is the way they respond.  They don’t try to resolve everything or make promises they can’t keep. They use real names and even show people what they look like.   They are just really responsive and eager for  conversation no matter how confronting.  And it looks like the community is starting to appreciate the contact and transparency, even if they are really angry.

Some sample responses from Telstra:

Sample Twitter Posts

One important point for Telstra to consider though is whatever tool you use for customer service, there has to be resolution at the end of the day otherwise you may get responses like this:

Wesley Chan says: Mate, I don’t care about how fast you guys tweet… Your response quality is terrible and has helped me very little for the past 6 months. In fact the issue keeps recurring, I have told your team this and you say the same thing, just go ring tech support and surprise surprise they don’t help…Might have to take this one to the TIO.

Telstra uses multiple channels to monitor and respond to customer enquiries and help resolve complaints. The company answers an average 10 enquiries/complaints per day. See http://exchange.telstra.com.au/about/telstra-social-media-channels/ for all the channels Telstra uses.

Other best practice examples of using social media for customer service

Billabong uses its blog to communicate with stakeholders on a range of topics, notably surf, ski and skate events, competitions and teams. The company proactively encourages user participation on the channel. It also uses Twitter primarily to strengthen relationships. New product ranges and offers are also subtly promoted.  See @billabong1973

Harvey Norman uses Twitter to communicate latest deals, discounts and offers. It also uses the channel to answer customer enquiries and to list employment opportunities See @harveynormanau

Woolworths is also asking its customers to share and rank ideas on how to improve products and services and uses a  blog to communicate and engage  members and facilitate feedback.

There are huge opportunities for brands to engage with their customers in social media to offer better customer service and the research is starting to suggest that an integrated multi-channel approach should be the next step for many brands. Is it time to move out of the experimentation phase and give this a good go? I think so.

Kettlevision Links – August 20th, 2010

FUCK OFF, I LOVE YOU
http://www.fuckoffiloveyou.co.uk/
A photographic exhibition of swearing & friendship

Smells Like Rockin’ Robin (Nirvana vs Michael Jackson)
http://www.youtube.com/watch?v=JNUTYHJrutw
This is toe-tappin great.

Interactive Infographic of the World’s Best Countries
http://www.newsweek.com/2010/08/15/interactive-infographic-of-the-worlds-best-countries.html
Ok ‘best’ is a fairly loaded call, but the graph is kinda fun

Complicated Mechanisms Explained in simple animations
http://mytechnologyworld9.blogspot.com/2010/08/complicated-mechanisms-explained-in.html
Bit light on, but pretty cool. I’d not seen the maltese cross one before

Cleese on Creativity
http://www.youtube.com/watch?v=zGt3-fxOvug
awesome

Funny Drawings from the Flight from New York to Berlin
http://izismile.com/2010/08/06/funny_drawings_from_the_flight_from_new_york_14_pics.html

Don’t Be Ugly By Accident!
http://blog.okcupid.com/index.php/dont-be-ugly-by-accident/
Nicely done

Online Idiom Dictionary
http://www.idiomdictionary.com/

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What’s this?

A bunch of links to interesting things online – some new, some old. Kettlevision.com is the personal website of Harley Donaldson, a senior interactive designer at VJ Melbourne.

Go YoGo, Go!!

With their original website going on five years old, iconic children’s dairy brand YoGo decided it was time to revamp their online presence and remind kids of just how awesome YoGo really is. That’s right, remember the awesomeness of YoGo? Pretty damn awesome. And to convey the true fabulousness of the chocolatey goo that is YoGo, they needed a pretty special team for the job.

After overcoming our initial excitement (and a fair bit of reminiscing about YoGorilla), Visual Jazz came up with a solid idea to take the brand to the next level by building a fresh and new YoGo Alley. A sweet games portal for kids, YoGo Alley includes an avatar builder, a suite of wicked games and amazing illustrations to boot.

More importantly, the site has a flexible design to allow for further content, with new games and consumer promotions to be added to keep kids entertained by the joys of chocolatey goo while still promoting a healthy, balanced lifestyle.

Environmental and wildlife messages have been incorporated throughout the site to maintain a focus on social awareness, and visits to the new site are also being generated through offline promotions. But mostly it’s the sweet YoGo games that will keep kids (and grown ups!) coming back for more.

So hurry up! Get your chocolatey gooey goodness on and go YoGo!

Kettlevision Links – August 6th, 2010

TypArchive
http://www.typarchive.com/
HEART

Kurt Vonnegut – How To Get A Job Like Mine
http://www.youtube.com/watch?v=RbOFYWbVVz8
I’d hump this man’s leg if he was closer. And alive. He’s just amazing and I’ve not heard much from him that didn’t make me want to stand up and applaud.

kitten can’t jump
http://www.youtube.com/watch?v=fBA_lxUiwSg

Icelander’s Campaign Is a Joke, Until He’s Elected
http://www.nytimes.com/2010/06/26/world/europe/26iceland.html?_r=1
I hope this ends well, protest vote or otherwise. Wherever there’s that much absurdity, here’s potential.

Static Dog
http://www.youtube.com/watch?v=HDeFBAT1IEo&fmt=18
I do this to my son sometimes.

The Ghosts of World War II’s Past
http://www.mymodernmet.com/profiles/blogs/the-ghosts-of-world-war-iis
Simple idea, but quite nicely done

Google Help : Cheat Sheet
http://www.google.com/help/cheatsheet.html
Kinda handy

Strange Cargo at Kennedy Airport
http://www.nytimes.com/interactive/2010/07/30/magazine/20100801-taryn-simon-contraband.html#/all/
Um, cow dung toothpaste?

Dancing Pigeons – Ritalin (flamethrower vs fire extinguisher)
http://vimeo.com/13639493
I guess I’d have never seen this if it wasn’t for the internet.

Wayward Alzheimer’s patients foiled by fake bus stop
http://www.telegraph.co.uk/news/newstopics/howaboutthat/2069467/Wayward-Alzheimers-patients-foiled-by-fake-bus-stop.html
This is one of the greatest things I’ve ever heard.

Media Cubes
http://transmaterial.net/index.php/2010/07/23/media-cubes/
I’d quite like some Media Cubes.

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What’s this?

A bunch of links to interesting things online – some new, some old. Kettlevision.com is the personal website of Harley Donaldson, a senior interactive designer at VJ Melbourne.

Kettlevision Links – July 23rd, 2010

CreativeApplications.Net | Apps That Inspire…
http://www.creativeapplications.net/
Hey wow, there goes my lunchtime. All week.

What BP Could Have Bought With All the Money They Lost |
http://www.visualeconomics.com/what-bp-could-have-bought-with-all-the-money-they-lost/
Excuse the stupid side scrolling, this is nuts.

Andrew Johnstone
http://www.andrewjohnstone.com/
Sweet photos

http://unevengoogle.com/
I wish I could work out how to make my firefox location bar quicksearch link to this instead of the normal, boring google.

Bertelli • Biciclette Assemblate • New York City
http://www.bertellibici.com/
Lovely builds
And related – The Bike Stylist
http://thebikestylist.tumblr.com/
pretty sweet resource (for bike geeks)

Winter Berlin / Matthias Heiderich
http://www.behance.net/gallery/Winter-Berlin/414331
Beautiful eye for composition (his other projects are great also)

Undercover Karaoke with Jewel from Jewel
http://www.funnyordie.com/videos/4a87d48fdd/undercover-karaoke-with-jewel
The tell me she only sings at Christmas parties.
This made me smile.

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What’s this?

A bunch of links to interesting things online – some new, some old. Kettlevision.com is the personal website of Harley Donaldson, a senior interactive designer at VJ Melbourne.