Case Study: How to Let Customers Know There’s a Problem

ntg-case-study-2Many businesses don’t like to admit when they have a problem, or when one of their services is interrupted. You try to call, but phone lines are busy as many other customers are also trying to call to see if the problem is on their end or the company’s.

One always hopes that service interruptions can be quickly fixed, but for the customers experiencing the problem at that moment, they want to find out two things:

  • Is this a problem with their account only, or is it company-wide?
  • When will service will be restored?

crisisCustomer call centers can only do so much for a business with hundreds of thousands of customers. If you are a small business with one person handling the phones, fielding calls from even just a handful of customers with urgent problems because the service is down will be problematic.

Sending an email to your customer list alerting them to the problem is one solution. Posting a notice on your social media channels is another.

Canva, an online platform and app for creation of graphics, uses its social media channels (Facebook and Twitter, in particular) to notify its users as soon as they’re aware of a service problem.

Notice, below, the type of graphics Canva posts when its service is down. Canva’s users know they can check the company’s Facebook page or Twitter feed to see if Canva is already aware of the problem. This means a customer does not have to go to the company’s website, find contact info, call them (or email them), and then wait for a response.

canva-sorry

canva-twitter-down

Posting a notice or graphic on Facebook and Twitter, and “pinning” them to the top of the timeline or newsfeed, ensures the notice won’t get lost as pre-scheduled social media updates are posted.

Below, you can see the types of graphics Canva posts when a problem is resolved, so users know they can return to the platform or app and continue creating the graphic they need.

canva-hooray

canva-twitter-back

Customers appreciate knowing they can rely on timely service updates from you on social media, in case of problems or outages. When your customer is happy with your level of communication, it’s good for customer retention.

And as studies show, it costs less to retain existing customers than it does to attract new ones.

The No Time Guide series gives small businesses, nonprofits, and independent consultants the tools they need to attract more customers without spending a lot of time or money. Get a Guide here!

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