12:39 Mar 9, 2017 |
English language (monolingual) [PRO] General / Conversation / Greetings / Letters | |||||||
---|---|---|---|---|---|---|---|
|
| ||||||
| Selected response from: Arabic & More Jordan | ||||||
Grading comment
|
Discussion entries: 1 | |
---|---|
Twitter is costumer service oriented, Facebook isn't Explanation: Twitter is specifically used as customer help service, while on Facebook people just vent frustrations, rather than searching for real help. Let's say that Twitter has a real customer help service paid by businesses which can be used by those same businesses to monitor how their technical support works and its efficiency, while Facebook doesn't give effective stats on costumer support. |
| |
Login to enter a peer comment (or grade) |
companies are misjudging possibilities of dealing with Facebook complaints Explanation: The companies see the complaints 9as complaints) more easily on Twitter and can respond more directly to them thus it may appear easier and better to use this channel "as a direct customer service channel" The problem is that the companies don't necesssarily know what complaints are on facebok as it may just sem like people sounding off or venting and it's not really as easy to respond to these directly since they are not obviously direct complaints or calls for help as such. "Facebook complaints are structured, negative feedback more than they are cries for specific help" -------------------------------------------------- Note added at 19 mins (2017-03-09 12:59:37 GMT) -------------------------------------------------- Typo 1st line "companies see the complaints 9as complaints)" should read: companies see the complaints as "complaints"... -------------------------------------------------- Note added at 24 mins (2017-03-09 13:04:37 GMT) -------------------------------------------------- Basically, the companies seem to find it difficult to work out what are actually complaints on Facebook and obviously it would also take them more time to sort through all the venting and vitriol to find out if they are being asked to make some response! So, it comes down to being easier to deal with complaints on Twitter... |
| |
Login to enter a peer comment (or grade) |
see explanation Explanation: "They seem to favor Twitter" -- as you said, companies prefer Twitter. "where the overall participation may be lower" -- It's not just the number of complaints. The actual number of people who use Twitter as compared to Facebook is also lower. "but the use of the venue as a direct customer service channel is more obvious." -- According to the text, people tend to post "actionable" complaints on Twitter. Twitter messages are short, so someone might say (for example): "Hey, Company. Your website is down." Or: "I've been on hold for 2 hours. Can someone please help me get through?" The company sees these messages and responds immediately. On Facebook, people may post other types of messages, like deep criticism of a company going back years - for example, problems with management or processes that are deeply ingrained into the company culture. These are not issues that can immediately be solved, and the text is saying that businesses may be missing valuable opportunities to identify and address these types of complaints. Something the text does not mention is that many companies assign scores or points for each problem that is resolved, so they tend to focus their efforts on things they can solve immediately. It's in the interest of management to rack up points, which are often tied to bonuses and other rewards. That's my take, anyway. |
| |
Grading comment
| ||