FRONTLINE
Messaging across multiple channels
Lorelei Gibb talks about the benefits, as well as the drawbacks, of updating all of your accounts at once
IF YOU follow this column regularly you will know that we have looked at the benefits of posting on different social media channels. We’ve discussed the merits of Linkedin, Pinterest, Facebook and Google+, but there are also Twitter, Instagram, YouTube and a whole host of other services. So how are you supposed to manage all of these accounts? There are several options for managing multiple accounts from a single interface, with Hootsuite and Social Sprout perhaps being the most popular. Being able to post to your multiple Twitter accounts, Facebook business page, Linkedin groups and G+ account all from a single page has immense time saving implications. There are drawbacks with this way of updating all of your accounts; whilst
“Sharing posts in this ways is akin to calling someone on the phone, emailing them, posting on their timeline and knocking at their door
simultaneously.” Lorelei Gibb,
Dolphin Computers Lorelei Gibb is Marketing Director at
www.dolphinupgrades.com Only death, taxes and computer problems are guaranteed in life
Jat Mann discusses the often-prickly subject of providing customers with guarantees and warrantees within the IT industry
HERE’S A scenario which many of us at the customer end of the industry are familiar with… Customer: “Thanks for fixing my
computer and removing the virus. Can you guarantee it won’t go wrong again?” IT Engineer: “Sure – just as long as
you promise never to turn it back on ever again or go on the internet.” This may sound a little flippant, but
therein lies the truth. The overwhelming majority of computer engineers and retailers are determined to offer customers an excellent service and will often go above and beyond the call of duty when fixing a customer’s computer. However on some occasions, an IT engineer’s heart is often saddened when a customer calls back stating that the issue has returned and that they ‘haven’t
“Software-related issues are like a cyclist getting a puncture – they are unavoidable
occupational hazards.” Jat Mann, PC Pal
done anything and have hardly used the computer’.
Home appliances, like fridges and washing machines, often last for over a decade, which often leads customers to expect the same from their IT equipment and devices. The only customer involvement with these white goods was in opening and closing the them or, in the case of a washing machine, selecting the one function that did everything and using only that for the entire ownership of the producy (despite the machine having more than 15 cycle options and a few more bells and whistles).
But with PCs, the clue is in the name:
Personal Computer. A computer is in many ways an extension of ourselves, where we can change wallpapers, settings and indulge in visiting websites that suit our interest or mood at the time. But from anecdotal experience, the more a human has involvement with
Jat Mann is MD of
www.PCPal.co.uk. You can contact him on
jat@pcpal.co.uk 40 PCR September
www.pcr-online.biz
equipment, the more likely it is that something will go wrong. Software- related issues are unfortunately the digital equivalent of a cyclist getting a puncture – they are unavoidable occupational hazards. So my tips for dealing with issues
regarding guarantees/warrantees are: Firstly, make sure you have a solid
policy for them and that the team are aware of these. Secondly, make sure you explain to
the customer when they purchase a computer that things will go wrong and the good news is that you are here to help them but some assistance will be chargeable. Thirdly, empathise with the customer and be honest. And lastly, a little bit of goodwill goes a long way. Hopefully, by implementing these tips
your customers will see you as people to rely upon when (not if) things go wrong.
they enable you to save time you shouldn’t become lazy. Let’s say, for example, that you’ve just written your latest blog “How to Choose the Right Laptop: Ten Top Tips for Making the Right Choice”. If you just post the same message on all of your social media pages at the same time, it’s not going to drive more traffic to your blog – it’s going to drive people away. Sharing posts in this way is akin to calling someone on the phone, emailing them, posting on their timeline and knocking at their door simultaneously – it can get seriously irritating.
Instead, try varying your text and
scheduling posts to go out at different times. You could have “Unsure Which Laptop to Buy? Ten Handy Hints” going out at 8:30 on Twitter, “A Comprehensive Report on Buying the Best Laptop for Your Business” going out on a LinkedIn group that evening and “Top Ten Things You Need to Know When Buying a New Laptop” scheduled for Facebook at lunchtime. Anything that helps a business save time is worth exploring, but with social media you must think of your audience’s needs first.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104