Recently, a customer was using the Navy Federal Credit Union ATM and encountered some difficulty with his account. He whipped out his mobile device and tweeted to the world that he was having problems. You can probably guess what happened next: He received a return tweet shortly afterward. However, you might not have guessed this part: Because the problem had to do with his account, the rep didn’t want to continue the discussion on a public platform like Twitter. So the conversation moved to a private channel, where the problem was resolved.
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RightNow Adds Sensitivity to Social CRM
Posted by: Erika Morphy April 1, 2011 05:00 AMRecently, a customer was using the Navy Federal Credit Union ATM and encountered some difficulty with his account. He whipped out his mobile device and tweeted to the world that he was having problems. You can probably guess what happened next: He received a return tweet shortly afterward. However, you might not have guessed this part: Because the problem had to do with his account, the rep didn’t want to continue the discussion on a public platform like Twitter. So the conversation moved to a private channel, where the problem was resolved.