Nissan expects Facebook to replace the traditional toll-free call centers

Article by Christian A., on July 24, 2011

Nissan North America Inc. could be forced to move its telephone operators out from the phone banks to the Internet, as consumers have changed the way they look for information.

According to Erich Marx, Nissan's director of marketing communications responsible for social media, its social media staff can handle the volume of queries that are showing up on websites.

However, the number of people asking questions or making complaints on the Facebook page of Nissan could double by next year, Marx added.

He further stated that the company needs to rethink the current staffing available, which means that some employees would be moved out from the company’s traditional consumer affairs operations such as its multiple toll-free call centers in order to have enough staff to monitor sites like Facebook and the websites for Nissan's individual nameplates.

No proposed changes have been made yet. Furthermore, Marx shared that people are less inclined to use the telephone to obtain information and wait for operators to respond. He further stated that these days, consumers will just send an e-mail, a text, or post something on Facebook.

The small social media group at Nissan attempts to straighten out confusion or resolve beefs without interfering with dealer relations. It also tries to engage Nissan's consumer affairs staff in problems.

According to Marx, there are new issues involved in this matter. For example, when someone posts a problem on the company’s Facebook page, its 260,000 fans could read it.

Topics: nissan, facebook

If you liked the article, share on:

Comments

Recommended

Following the M3’s new facelift earlier this year, BMW is once again bringing something fresh to the table. In its newest offering, a cheaper version of the high performance sedan...
by - May 26, 2017
If this design study leads to the eventual and much-awaited BMW 8 Series grand tourer, then we wouldn’t complain. After all, it looks so promising. It isn’t the final version...
by - May 26, 2017
After successfully closing a deal with Volvo in 2010, China’s Geely is now securing full ownership of Lotus -- the maker of Exige, Evora, Elise and 3-Eleven. The Chinese car...
by - May 26, 2017
Volkswagen of America has a nice surprise for potential customers of the new VW Tiguan (2018 model year). The latest iteration of the Tiguan – set to arrive in the...
by - May 25, 2017
Toyota Camry is many things but exciting isn’t one of its frequent descriptions. That’s why throughout the years, Toyota has been stepping up its game for the said model in...
by - May 25, 2017
Facebook

Youtube Channel

Tip Us
Do you have a tip for us?
Did you film an important event?
Contact us
Newsletter
Subscribe to our newsletter!
Subscribe
Galleries