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Virgin Media Do Social Media LIKE A BOSS
Virgin Media shocks with a tweet response and prove that they are front runners in terms of social media integrated customer service… and a comparison against someone who clearly fails miserably at it…
We recently had a problem our Virgin Media TV Box where its been freezing and not playing recorded programs, not this was much of an issue to myself, but to The Jen, this is close to an "end of the world" scenario ,since something is in the way of her enjoying her programs that she'd recorded while she was otherwise indisposed. So I got on the phone to Virgin Media Support. After navigating through their menu I was advised by a voice recording that they were experiencing high call volumes with a wait time of approx. 20mins, fair enough though since I noticed on their status monitor that there was an issue with something in some area which would naturally generate a lot of call volumes. As I waited for the usual death by boredom droning hold music, a recorded voice then told me I had a choice of hold music to listen to, I was rather stunned to tell you the truth, because to me this was totally new, the 20min wait suddenly didn't seem so bad anymore since I now had a choice where I could choose something I'd rather listen to than be subjected to the worse shit imaginable. There were a few categories to choose from, I steered well clear of the classical and went straight for the Top 40 hits, I was comfortable and ready to "hold". All seemed pretty ok, I survived Justin Bieber's – Boyfriend, it then moved onto that Primadonna girl song and then something else, but this is when things started to get tense… Justin Bieber started playing again, a few seconds into Primadonna girl again, it dawned on me… their Top 40 hits consisted of only three songs… that I would have to listen to over and over again, which eventually ran along for 26mins on hold. Nearing the brink of insanity after hearing the high pitched screech of Justin Bieber's voice for about the 5th time, I decide I was left with no other option but to seek guidance from the interwebs… Twitter to be more specific…
And this is what I tweeted…
— PharSide.co.uk (@PharSideUK) July 15, 2012
Unfortunately it appears that no-one could help me at the time, however luckily just before all hope was lost, the call was answered, we ran through a few things, and shortly after it was decided that they would send one of their guys around on Friday afternoon to replace the box if required. So that was that… well almost… not entirely…
The next day I was checking over my twitter mentions and thats when I noticed something that truly shocked the living daylights out of me… I had a message from @VirginMedia. I thought oh crap they probably gonna give me gears for the language I used…
But this is what they said…
@PharSideUK Eek, sorry about that, not to everyone's taste. Did you get the help you needed last night? ^KT
— Virgin Media (@virginmedia) July 16, 2012
Now first off, the reply was good, it certainly appeared to come from a real human being since it related to my initial tweet and secondly it asked a question, it other words, it sounded like they actually gave a shit. My real astonishment however wasn't the content of the tweet, but the fact that Virgin Media had in fact replied. Now lets put things into perspective, Virgin Media at the time of writing this have 47 924 followers on Twitter and the reality is that they probably get a bucket load of tweets from people bitching about something (myself included) as all services do, yet they took the time to reply to my very own little tweet, this massive company took the time to reply to my "extremely important" tweet because of my distaste for Justin Bieber…
Now this is the thing, Virgin Media are clearly on the ball here with realising the importance of social media and how the world has evolved, they are obviously making a huge effort to keep up with the times, and by doing so, have made me extremely happy. What many companies don't realise is that these days, a tweet is just as important as a letter, phone call or email, almost all companies these days think, yeah we're gonna stick with the times and open a Twitter or Facebook account, but they have NO IDEA how to use it, Virgin Media can show all those companies a thing or two because their responses are exactly how to keep up with the times and use it to its full potential.
One company that fails badly at dealing with customers over twitter is of course Nando's UK, to be honest, in my experience, they are effing useless, here's a prime example:
— PharSide.co.uk (@PharSideUK) May 11, 2012
Yes I sent that on the 11th May this year… still waiting for a response… now please tell me, if Virgin Media with their 47 924 followers can get me a response to a tweet that didn't really need a response since the problem was only going to last a few more minutes, within a few hours, then why is it that Nando's UK although with their 389 258 followers, can't even get a response to me in 3 months for a problem that is far more important and evident of the core service , or lack there of that they provide, where it could effect me ever considering ordering from them if the service is going to be substandard, not to mention they clearly don't appear to give a shit? To be honest, I haven't paid money to Nando's since… You've got to wonder really, its clear that their attitude is… We've got enough customers, we don't care about the individual, whereas it is very clear that this is the opposite case with Virgin Media, maybe its because Virgin Media may realise that a customer base is made up of many individuals,without those individuals, you don't have a customer base, who knows?, but one thing is for sure, Virgin can give themselves a pat on the back for doing things right, they realise the importance of social media and treat it the same as any other form of communication between themselves and clients, its clear that they've thrown more resources in the form of copywriters to stay on top of it, whereas this is clearly where others like Nando's UK in the clear example above, fail miserably.
And if you're thinking this was a stroke of luck that they replied to me just that one time… well then this should clear that theory up pretty quickly…
@virginmedia I survived gr8 idea, but would be gr8 if same 3 songs werent on rpt 4 25mins, techy coming Fri, 10 pts for responding!
— PharSide.co.uk (@PharSideUK) July 17, 2012
@PharSideUK Yay! thanks for the points…I'm sure all will get resolved on Friday for you IP
— Virgin Media (@virginmedia) July 17, 2012
And that my friends, is what drove me to write this article because I think they absotutely frickin deserve it! Virgin Media, a job well done, many thanks! They've definitely achieved LIKE A BOSS status with that one
Oh and if you want to know why I went for Virgin Media in the first place since I spend my life on the interwebs…
Take a look at these readings I took a few minutes ago… for those in South Africa on their 4MB lines… this is my home connection here in Wimbledon that is getting juiced up to 120Mb before the end of July, which is what it says on their website for my area… lets hope they achieve another Win by keeping to that schedule
If you're in SA, you may want to get a box of tissues before looking at these readings
If you wanna get Virgin Media, check out their highly competitive packages on the Virgin Media Website
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