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Technical Support On Social Media: Big Companies Lessons

August 15th, 2013 | Olga Filonchuk

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Customers want you now, they want you 24/7 and your time zone sleep preferences are of little concern to them.

They contact your support team and if they feel that your support reps are taking too much time to reply (they always think so), they are most likely to get you on Twitter, Facebook, Google+, etc. It's OK if you have like 5-6 support requests on social networks per day, but what if there are more?

Let's see how big brands cope with huge loads of support requests on Social Media and how massively they fail/succeed.

Lufthansa

Lufthansa Facebook page is one of the greatest examples of the social media managers' team any company would die to hire. If you have a careful look at their wall you'll notice that new messages are being sent to LuftHansa every hour (at least 3-4 per hour). Some of them are positive, some of them are complaints or just accusing words. The remarkable point is that support is provided minimum in two languages: English and German. Can your team be called a bi- or multilingual?

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