Social networks have proven to be a challenging channel to service customers, who often turn to Twitter or Facebook to air grievances.
Part of the challenge is providing a good solution to a customer’s issue in 140 characters (or less when you include the user’s Twitter handle). And for obvious privacy concerns, a retailer doesn’t want to encourage customers to publicly share details like order and shipping information.
Lowe’s has created a microsite and application to collect and respond to customer feedback, from sources including Twitter and Facebook, that seems to address these challenges. Both the Lowe’s Twitter account dedicated to customer service, @lowescares, and its main account, @lowes, replies to customer tweets and refers them to the microsite.
The link sends the Twitter user to lowesrantorrave.com, a microsite that encourages visitors …