I don't see how level 1 support would know the questions to that either, authoritatively.
----- Mike Hammett Intelligent Computing Solutions Midwest Internet Exchange The Brothers WISP ----- Original Message ----- From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> To: "AnimalFarm Microwave Users Group" <af@af.afmug.com> Sent: Sunday, March 10, 2019 11:11:34 AM Subject: Re: [AFMUG] customer messaging alternatives to FB Social media is The Last thing I want to outsource. We pride ourselves in our very local and friendly approach to folks. I don’t see how an outsourced support center can respond to someone asking “when will you be in area X” or “how many trees do I need to cut down to get your service” We pride ourselves in Level 1 solutions. Meaning a customer never gets escalated and never requires a call back. The solution happens during that chat session or phone call. All employees are empowered to help the customer. And the employees know what is going on. On Mar 10, 2019, at 12:00 PM, Mike Hammett < af...@ics-il.net > wrote: ServerPlus will handle social media and phone support for you. ----- Mike Hammett Intelligent Computing Solutions Midwest Internet Exchange The Brothers WISP ----- Original Message ----- From: "Ken Hohhof" < af...@kwisp.com > To: "AnimalFarm Microwave Users Group" < af@af.afmug.com > Sent: Sunday, March 10, 2019 10:43:33 AM Subject: [AFMUG] customer messaging alternatives to FB Since Zuckerberg’s blog post about the future of messaging on Facebook, there has been a lot of discussion about how young people especially dislike the public post approach of social media platforms like Facebook and prefer alternatives like Snapchat and WeChat. Occasionally we get customers sending us a PM on Facebook, trying to use it like tech support chat. We find it to be very inefficient, and try to get them to email us or call, but most of the time they just engage in a series of back-and-forth Facebook messages. This morning we got a message “I have a question, can you help?” I don’t know, what’s the question? Unfortunately, Facebook seems to be the only social media app or platform widely used by our not-so-young not-so-savvy customer base. At least as far as we know. Maybe they are going crazy on Snapchat, Instagram, Slack, WeChat, Twitter, or some other platform we don’t use. Are you folks finding something other than Facebook for your customers to contact you with private messages? Maybe not a public platform at all but some kind of chat feature on your website? But chat needs 24x7 staffing and that means outsourcing or a chatbot, not sure I want to do that. We do have a “contact us” form on the mobile version of our website, and sometimes people do use that, but that only works if they answer their phone and/or check their email. -- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com <blockquote> -- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com </blockquote> -- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com
-- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com
