Mobile service provider Vodacom has recognised the importance social media is taking up in their customer care department, and decided to increase the number of staff working in its specialist dedicated customer care team.
The team’s operating hours has also been extended, and can be reached live on Twitter (@vodacom111) and Facebook (www.facebook.com/Vodacom) from 7am to 10pm every day, including weekends.
“I don’t think any of us had an inkling what we were letting ourselves in for back in early 2010 when we kicked off our social media activity on Twitter. We made two key decisions which are really paying dividends.
First, we set up the dedicated Twitter channel for customer care, @vodacom111, and made sure that the people resolving the queries were frontline on Twitter with nowhere to hide. We then added to that same team and put them on to the Facebook page as well, scouring customer posts for issues to resolve,” said Portia Maurice, Chief Officer Corporate Affairs.
According to Vodacom, they have more than 20,000 followers on its two main Twitter pages, and will soon break the 100,000 Facebook fan barrier, “giving the team a huge volume of customer care queries to handle.”
“There’s always a challenge separating customer care activities from all the other engagements that happen via our social media channels but with the structure we’ve put in place, I think we’ve found a good balance,” Maurice added.
Charlie Fripp – Consumer Tech editor