GM Attempts to Reconnect with Buyers by Answering Complaints on Facebook, Other Sites
In the case of your General Motors car or truck, if you don’t have anything nice to say about it, you may want to say it on Facebook. The financially rescued auto maker has recently set up a new customer service team to devote special attention to what people are saying about the brand on Facebook, Twitter and other social networks.
GM also plans to increase its social media team, which currently consists of 5 members devoted solely to scouring the internet for GM-related chatter, doubling the group by the end of April, according to a recent article by the Detroit Free Press.
This new online damage-control division of GM customer service isn’t just collecting data, but actually interacting with customers who may have specific complaints about their cars or trucks. The General Motors Facebook page has a few more than 121,000 fans, but there doesn’t seem to have been too much recent activity in terms numbers increasing or decreasing. Most of the work has been on GM’s end, with its new service agents seeking out where and how the brand’s customers are talking about the automobiles.
A lot of the conversations are taking place on Twitter, and the customer service team appears to be focusing most of their efforts addressing the dialogue in that forum. There are plenty of negative comments and discussion on General Motors’ fan page, but the company has yet to participate in one of the discussions. There are plenty of other fans chiming in to defend the brand when someone poses a complaint, but none have revealed themselves to be on the GM payroll.
But as the company plans more expansion, expect it to get more involved on Facebook.
March 29th, 2010 at 2:42 pm
Financially troubled automaker? Its the one that is in the best financial position at the moment, even better than Toyota. Hope you guys never attempt to venture reporting news beyond Facebook, clearly you don’t know much about it.
March 29th, 2010 at 2:46 pm
[...] different approach to customer service and how we interact with our members. We found this article at Inside Facebook and thought it was important to share with each of you. Apparently, GM [...]
March 29th, 2010 at 3:53 pm
Frank, that’s an unfair comment considering that the company is still working out the paperwork for its Chapter 11 bankruptcy last year.
http://www.google.com/hostednews/ap/article/ALeqM5idHRPBQIfOXWzV-QYdlxfD1-NYoQD9EOFI2G0
This article did not and does not intend to go into the details of how GM has been bailed out. The term “financially troubled” is only meant to refer to its well-known issues. However, to be clear for all readers, I’ve changed to “financially rescued.”
March 30th, 2010 at 7:06 am
[...] to a nice article on insidefacebook.com GM is stepping up its social media game and is planning to increase its staff on social media [...]
April 2nd, 2010 at 4:33 am
[...] [...]
July 28th, 2010 at 12:21 pm
GM is not trying to recconect with me. Just blowing me off again. always drove GM but since I traded up for 2007 model had nothing but problems and customer service is no help. seems like nobody gives a crap no more. Looks like I will be trading it in for a Toyota or something. Thanks GM for pissing me off!!!!!!!!
August 6th, 2010 at 3:22 pm
So you jerks want to take a Billion of our Tax Dollars to Mexico.I guess now they don’t need to crawl over the Fence, You will take Jobs to them . You need to rethink this Idea,Because I’m Done with Government of Mexico Motors.Last G.M.C. we will ever Buy. So Build them in Mexico. The Blood of Americans Have Given you the RIGHT!
That Volt is a JOKE. Obama’s Folly,40 Whole Miles on a Charge ! Let’s See if the Government Buy Any. They Probably will / Stupid Enough