I’m currently experiencing an issue with Rogers, which is certainly not the first time. After getting absolutely nowhere with their client service department, I decided to explore their social web strategy and community management to see if I had another avenue to try. After all, timing is fitting considering the fact that the last couple of weeks were spent learning about community management and social web strategies. So why not explore Rogers in action?
Here’s what I found out about their social web strategy:
- Redboard – in their own words
The official blog of Rogers Communications, RedBoard™ is a place to discuss news and ideas as well as industry issues and trends. Join the conversation.
- Twitter – Rogers has a few different twitter accounts, each with a specific purpose.
@RogersBuzz is for news, special offers and other updates from Rogers Communications
@RogersHelps is to answer customers’ questions and helping where they can
@RogersRODO is to provide news and answering customers’ questions about Rogers On Demand Online
- Facebook – There are also a few different Facebook pages – Rogers, Rogers Incubator and Rogers On Demand Online
Through RedBoard, Rogers is committed to providing company and service updates, discuss what the customer wants from Rogers and provide prompt feedback to questions and issues that are posted to the community. However, the blog is not intended to replace Rogers’ Customer Service channels and is moderated. So Rogers decides whether or not your comment gets posted.
From what I’ve observed so far, there are several reps responsible for the management of their social community – they’re most likely the Community Managers. They each have a Rogers twitter user account and always include their names in their responses. This is great so you know exactly which community manager you’re dealing with.
Here’s Rogers community management in action so far:
- I tweeted about their terrible customer service on Tuesday. A community manager responded on the same day asking if there was anything he could do to help.
- I posted my situation on their Facebook wall. I got a response right away.
I have been dealing with @RogersDarrell since. I’ve given him all the information I have including email correspondence, names of Rogers employees we’ve been dealing with and reference number of the call my husband had with a client service rep and client service manager on Monday. I have also asked him to listen to the call recording. As of this morning, he is “investigating”.
So far, I feel like they’re at least listening. But the issue has not been resolved yet so I will keep you posted with the outcome through the comment feature of this blog.
I have noticed from their Facebook page that they are active in responding to customers and reaching out to them to see if they can help. I have also heard from someone that her issue was resolved quickly by dealing with Rogers through their social media network. If this is the case and customer service is improved through their social community, then kudos to them.
However, I don’t think they can just rely on their community managers to provide the service that their “customer service department” should deliver. They have to solve the root of their service problems internally. It has to start from the top down and it involves changing their internal culture and hiring the right people, both top and frontline.
If you’re curious to know what it’s like to be a Rogers customer, check out my other blog post. Happy reading and stay tuned for the outcome of “Rogers social web strategy and community management in action!”