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Panasonic Facebook and Twitter community management tools resolve customer queries and issues
Panasonic show how a brand can use social media both to engage consumers about their products and as a community management tool. Panasonic use both Twitter and Facebook to try and resolve consumer queries and product issues.
WaveMetrix recently showed how the Panasonic Facebook page was successful at encouraging purchase intent. Panasonic also use social media as a community management tool. They have a “Lumix Support” tab on Facebook which acts as a forum where consumers can ask questions, report a problem, give praise or share an idea with the Panasonic team. They also provide customer support via the Panasonic Direct Twitter handle where they reply directly to consumers who tweet about their products or brand.
WaveMetrix social media monitoring shows how Panasonic respond directly to consumers that have queries, product issues or customer service problems. While the community management spaces attract a lot of negative buzz about Panasonic customer service and product issues, consumers are “thankful” that Panasonic are “dealing with the problem”.
Consumers ask questions and relay their problems with Panasonic Lumix cameras on the Lumix Support tab:
- Consumers ask questions about the functions and software of their Lumix camera: Consumers ask questions about their camera functionality such as “what is the Veira function for?” or “what are the best settings at a concert?”. They also ask for “advice on free software” or the “latest Firmware updates”. Panasonic reply by asking for “more information” in order to answer the questions and explaining how to use certain functions. They also provide links to free software and firmware updates. Some consumers reply further by “thanking” Panasonic for the advice or posting a further query
- Some mention problems they have with Lumix cameras or customer service: Consumers describe problems with their cameras such as a “blasted battery” or the “lens won’t close”. They complain that customer service “won’t reply” or “haven’t sent the camera back from repair”. Panasonic reply by saying they “apologise for delays” and they will “reply ASAP”. They suggest “calling the customer service centre” for some issues
- Panasonic “thank” consumers who praise them: Some consumers praise their product or the “prompt” customer service. Panasonic reply by saying “thanks” and they are “glad we could help”
Panasonic tweet consumers who discuss Panasonic products and customer service on Twitter:
- Panasonic tweet consumers who discuss Panasonic products directly: Consumers praise Panasonic products via Twitter, saying they “want” the “awesome” GH2 camera, the “solid” TS2 camera or a “Panasonic TV” for Christmas. However, a few report problems such as a “black spot” on their TS2 camera lens. Panasonic respond by advising when products will be available and saying “check out the Black Friday prices”. They suggest solutions to those with product issues
- Panasonic “apologise” directly to those who complain about customer service: Some consumers say customer service is a “disgrace” as the product they ordered “still hasn’t arrived” or they “cannot get a response” by phone or email. Panasonic respond by asking the customer to “email your problem” and they will “get back to you ASAP”. They also advise on how long to expect to wait to receive product orders
- Some customers tweet queries about Panasonic marketing: They ask about the “Black Friday deals” or complain that the Panasonic website “is having problems”. Panasonic “apologise” for the online store problems and say “everything should be accessible now”