Given what a social media savvy bunch our customers are, it’s no surprise that more and more of them turn to sites such as Facebook, Google +, Twitter and Whirlpool to contact our customer service team. As part of our iiHelp series we thought we’d take a look at our online customer service community.
Introducing our social media team
Did you know we have staff dedicated to monitor and respond in the social media space at iiNet?
The social media team are on hand around the clock to respond to customer queries, both big and small. To provide 24/7 coverage we have representatives based in Perth, Sydney, Cape Town and Auckland.
Perth; Geoff Searle, Matt Jones, Adam O’Grady and Jess McCallum
Sydney; Samantha Hatch
Cape Town; Luke Alexander and Yasin Jones
Auckland; Inez Olecki, Karl Adam and Chad Branks
Customers choose to contact us through social media as the fastest, quickest way to get in touch. There’s the odd LOL but there’s also a lot of customer service queries to deal with every day but it’s an exciting and fast moving customer service channel.
While the team monitor the majority of social sites, there are three that stand prominent. They are Whirlpool, Facebook and Twitter.
Whirlpool is by far the busiest of our social media channels. This public forum covers all things interwebs related. While it is not an official support channel, it can be a very good resource for getting access to helpful information. Most days staff members from all areas of iiNet will respond to a number of threads getting involved in the discussion and engaging with the Whirlpool community about internet related topics.
The Whirlpool community are a vocal bunch and are very tech savvy. If you’re having a problem and search for it within Whirlpool, chances are you will find a thread containing relevant information.
Facebook is one of the biggest social networks worldwide, so it’s only natural we want to use it to assist our customers. It’s a great medium which allows us to discuss any queries you may have with no character limits. We will be happy to provide helpful information and point you in the right direction, while anything outside of our scope we can direct to the appropriate internal departments.
Any queries directed at iiNet through Facebook will be answered quickly and you’ll receive a notification as soon as we reply to your post.
Our Facebook page is also the best place to go to keep up to date with the latest iiNet news, product announcements and the odd competition!
Can’t find that article you were looking for on our webpage? Why not send a quick tweet?
Short and sweet, more and more of our customers use Twitter for customer service queries. It works best for quick questions and easy trouble shooting as there’s only so much we can say in 140 characters, but we do our best to be efficient and ensure every customer on Twitter gets a timely response.
Customer service on the move
We understand that not everyone wants to call up, email or search for an answer to their query online. Our social media channels mean our customers can contact us day or night, on the move, on a mobile or desktop.
Next time you have a question, query or comment for us hit up our social media channels. We’re a friendly bunch so come and say hi!