Read on Twitter
The more I think about this the more irritating it gets.
(a thread) https://twitter.com/zigojacko/status/1301884801113370630
(a thread) https://twitter.com/zigojacko/status/1301884801113370630
you have a potential customer who is reaching out with probably the most generic question about your product: who accepts it? There isn't any info on your website so the customer goes to social. They are left on read for two hours without a reply. Not even being a troll.
Now granted I realize that you won't get back to everyone or everyone in a timely fashion because there are so many other priorities during the day. Trust me I've dealt with @sproutsocial inboxes of close to 1000 on a Monday morning.
However, if you have time to reply with a gif to a tweet that is literally just kissing ass that was posted at 10:32 am but fail to reply to a legit question at 10:04 am, then you have severely mismanaged your priorities. https://twitter.com/fast/status/1301904313493618690
As of 1:30pm on this fine Friday the @fast account has replied to a total of... 4 tweets. Four. The only thing close to "customer service" was informing about their new IG handle...and I guess talking about no logins/passwords.
You have other SMMs creating content, scheduling content, working with internal/external stakeholders in meetings, and still being able to get back to most customer service inquiries every single day. @Fast barely gets back to even positive engagements.
Like this transparency thread was good, but it's not a catch-all for people with issues. Not everything is a technical question. https://twitter.com/fast/status/1301508868858617864
Reach out to these people so they know you're actually listening to them. If you sat down for just an hour or two you could probably reply to most of these tweets. Give them a genuine 20 seconds. Like actually care.
https://twitter.com/search?q=(%40fast)%20until%3A2020-09-05%20since%3A2020-09-03&src=typed_query&f=live
https://twitter.com/search?q=(%40fast)%20until%3A2020-09-05%20since%3A2020-09-03&src=typed_query&f=live
also you'd think that with a name like Fast, they would want to make sure they do everything...fast. You can talk the talk and walk the walk. This is your launch week. You should be replying to just about everything as fast as possible. Seems like the obvious strategy.
It's really disappointing to see someone with a great opportunity fail to cash in on the basics, or even their own advice. The frustrating thing is that this is being touted as "how to do social 101". They are barely replying to people. They are barely being social.
