One of my favorite mobile applications is Waze. It routes me away from traffic, helps me avoid hazards, and warns me of the police up ahead – saving me from speeding tickets if I happened to be day dreaming and drifting over the limit.
I was in the car the other day and decided to stop by a cigar shop to pick up a gift for a friend, but I wasn’t sure which ones were nearby. The result wasn’t too impressive… with a cigar shop 432 miles away listed as “around me”. So, I did what any good customer would do. I took a screenshot and shared it with Waze.
.@waze you really think I should drive 432 miles for a cigar? I don’t think that’s “around me”. pic.twitter.com/lLB8pukoQm
— Douglas Karr (@martech_zone) October 20, 2017
Unfortunately, this is the response I received:
Oh no! You can submit a bug report here: https://t.co/FnxjYba2tF
— waze (@waze) October 20, 2017
To which I immediately responded:
I just reported it here.
— Douglas Karr (@martech_zone) October 20, 2017
The thread stopped there.
I’m not sure how many companies do this, but it needs to stop. If you provide a gateway to your company via social media to your customers, you should expect them to report issues that way, and you must people empowered to respond.
1 in 4 social media users complained via social media, and 63% expect assistance
I already took a few minutes out of the day because I cared about the quality of the app, I’m not going to navigate to another page, fill in a bunch of information, and wait for a response… I just wanted you to know your app was broken so that you could fix it.
A great response would have been Thanks @martech_zone, I’ve reported the issue to our development team.
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