I recently posted a customer service inquiry to a business on Twitter. I needed to know if they would be making a certain product available for a different model type. Pretty easy question. I posted my question 24 hours ago and still have not heard back. A quick look at their @mentions shows they haven’t been overwhelmed with inquiries (10 or less) – which leads me to wonder why there was no response.
Some businesses are rather large – and the one I reached out to is no exception. That said, if a customer poses a question directly to you – a response should be provided. The lack of response, to me, is almost as bad as being hung up on when you call customer service.
If you don’t have an immediate answer, let them know you’re looking into it. If the question would be better addressed via phone, ask them to call. But always – always – respond to inquiries, feedback, or product love. Any time there is a mention – respond in a timely fashion.
Good customer service is crucial – whether done in person, over the phone or online!