Online customer services manned by professionals are useful in cutting through the feeling that a company doesn't understand or isn't paying attention. As we've seen before, automated responses on social media and other platforms can frustrate and turn away your consumers, but these outlets might also create embarrassing problems.
A Domino's Pizza customer recently posted a positive message about her experience with the chain on Facebook, alongside a picture of a pizza she described as the "best pizza ever!" The customer in question, Jeaneth Tavares, appears to have meant the post sincerely, later saying that "I have been a customer for years and I love their pizza."
As the International Business Times reports, what happened next was a little confusing. Domino's (obviously pre-programmed) reply message was the same apology as one might expect for an error, directing Tavares to a customer service line. Other commenters on the post seemed to immediately realize what had happened, proving that others will be quick to pick up on the missteps your service team makes.
Eventually Domino's issued a genuine response, but this situation shows that it's not enough to have simply a well-running messaging system. Automated responses to good things are just as bad as those that parrot an awkward and stiff message in reaction to criticism.
In both cases, a internet answering service team or other mobile-savvy operators who can respond appropriately may help your business avoid the embarrassment of looking like they're oblivious to their customers. No act goes unobserved on the internet, and you can make customers feel like they are really connecting by simply acknowledging favorable remarks.