Monday, 8 April 2013

Sales, Marketing & Management Ideas - Vol. 006 By: Tim Williams

If you would like to know how to get technical support staff to respond fast then read on …

 Getting technical support staff in large corporations to respond to your technical queries in a timely manner these days can be a real challenge and it often becomes a very frustrating experience.

I am a massive fan of LinkedIn however their helpdesk seems to be significantly understaffed at the moment. I used to get a response to any queries sent to LinkedIn within 24 to 48 hours; however these days those response times are taking 3 to 5 days or even longer.

A ‘Y Gen’ friend of mine suggested that I use social media to contact them to speed up the process of getting a response. I used to think that twitter was all about celebrities and rock stars however I was wrong.

Most large corporations have a team of dedicated staff monitoring their twitter accounts and are very concerned about their public image.

If you send an email to LinkedIn’s helpdesk, the only people that can SEE the email are the sender and the recipient.

If you send a Tweet however, the whole world can SEE what you are saying.

That’s the POWER of social media and it works!

Examples # 1

 Let’s say you have a problem with your LinkedIn account that you want the helpdesk to resolve. This is the process that I now follow:
  1. Visit LinkedIn’s Help Centre - http://help.linkedin.com/app/home/
  2. Enter a question or a keyword and click search
  3. If you can’t find an answer, then click on the contact LinkedIn customer support link
  4. Fill in the form as required
  5. Add a Screenshot to highlight the problem using Microsoft’s Snipping Tool
  6. Submit your question to raise a LinkedIn ticket number
Note: To access the snipping tool, click on the Windows start button and type [snipping tool] into the search box.

If you don’t get a response from LinkedIn’s Help Centre within a timely manner then send them a friendly Tweet referencing your unresolved ticket number:

@ LinkedInhelp I am a fan of LinkedIn however I’m having trouble getting a response to ticket number [ 130319-019861]Can you please help?

 LinkedIn’s help Centre will respond very quickly, not in days - but within hours.

Examples # 2

 Let’s say you have a problem with Telstra and your BigPond account. Don’t waste your time calling BigPond’s Technical Support Department on 13 39 33, Tweet them instead:

@BigPondTeam Having problems with my Internet connection / no one seems to want  to help / please direct message me with someone who can

 I have been told that Telstra have a team of six people monitoring the [@BigPondTeam] twitter account so it won’t take long to get a response.

Here is a list of some other helpful twitter accounts:
  • @QFcustomercare
  • @JetstarAirways
  • @VirginAustralia
  • @optusbusiness
  • @ANZ_AU
  • @Westpac
  • @NetBank
  • @NAB
Good Luck :-)

Tim Williams is the Managing Director of Deakon Pty Ltd which provides:
  • Mailing Lists | Email Lists | Telemarketing Lists: 52lists ®
    www.52lists.com

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