Tag Archives: customer service

Need to Contact Facebook? Good Luck

contact usWith the incredible growth Facebook has seen in past years, it’s understandable that a few people may need to get a hold of the company. Whether for legal reasons, personal interest, or just needing to get some information, the site is surprisingly hard to pin down. Of course, it’s hard to blame them – even Apple doesn’t have a 24/7 support system without fees. (Users are required to purchase support timelines, after shelling out for the pricy products.) And contacting each of their users with an issue would likely cost millions. But when you’re raking in the dough, at what point is it an investment to stay available?

Rather than offering phone lines or even a message system (yep, you can’t even send in a rogue text query), Facebook has created a list of very specific scenarios — more than 150. Much like following an “if your answer is this, follow this,” map, where each instance is met with a pre-determined outcome. This goes for legal teams, individuals, concerned citizens, and almost any other form of social media user.

Don’t fit into the site’s molds? Too bad – you can either lie, or send a random email, hoping the site will get back with you. Spoiler: their response is unlikely.

Making Their Own Rules

Because Facebook is such a mogul, it’s safe to say they can do what they want. If they don’t want to be contacts by their billion users, they don’t allow it to happen. Sure it might up their public image, but when you’ve got more followers than any other social media network, why spend the extra time and funds?

Just because it’s the status quo, however, doesn’t mean it’s winning them any points.

What do users do when they have an actual problem? It’s insulting to be given a list of scenarios to sift through, but what if you don’t meet any of them? Why is a catch-all statement a cover up for poor customer service? Perhaps this mindset stands because Facebook profiles are free of charge, but even free services won’t last if customers aren’t happy.

For the most part, Facebook users seem to be plenty happy with their options, but for the few who do need to reach the site, their abilities are few and far between. As the site continues to grow and add even more users to the mix, let’s hope they donate some funds to letting others contact them. After all, customer service is a small price to pay for keeping customers happy – they’re the glue that keeps the entire operation in motion.

Super Bowl advertising and its effect on tech sales

GoDaddy Super Bowl commercialWho else was horrified by GoDaddy’s commercial from Sunday’s Super Bowl? Meant to show the versatility of their company, millions were forced to watch two ill-matched people loudly kiss. For too long, and with awkward, unpleased faces. To GoDaddy, this was a way to mesh two very different entities, “smart” and “sexy.” (Though no one knows what the latter has to do with web hosting.)

Two days later my four-year old website (GoDaddy hosted) fell off the face of the internet. And they couldn’t fix it. I first spoke with a very helpful male employee, who offered a slew of helpful, albeit wrong options. And then I spoke to a rude, female employee who flatly said, “We don’t fix that; no one can help you.” And also, “There’s no one I can transfer you to.” Coincidence?

The company had its best sales day ever after the Super Bowl, but could the commercial have actually hurt GoDaddy? (If not the ad itself, surely their efforts to embody said commercial will.) Somewhat offensive to the computer-minded brains, if taken the wrong way, GoDaddy could lose a huge portion of their business. And if anyone should understand not to bite the hand that feeds them, it’s an internet-based company. Sure, dropping GoDaddy would mean re-hosting, re-domaining, moving, and launching websites with new server space, but hey, they’re nerds, they can handle it.

In contrast, Best Buy’s Amy Poehler appearance had users wanting to hop out of their recliners and purchase a new external hard drive, tablet, smartphone, or anything else that warrants a visit to the techie store. The commercial was smart, clever, and didn’t have viewers debating whether to cover their eyes or ears.

The Age of Tech?

The rest of the Super Bowl, however, was noticeably free of electronic-themed commercials. Advertisers must think the only football fans are truck-driving, beer-drinking, in-need-of-insurance Americans. To some end, it’s probably an accurate demographic. But in the age of constantly growing technology and where the commercials are more popular than the game itself, it’s downright surprising that more tech and/or internet-based companies weren’t represented.

Whether or not these commercials will have a long-term effect on GoDaddy’s sales is yet to be seen. However, if their services continue to reflect this overall “sexy” vs. “smart” theme, it’s likely they’ll do the damage on their own.