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20 Aug 09

Panasonic gets savvy to social media - Digital Media

Panasonic gets savvy to social media

The Panasonic Twitter
account

Panasonic Australia has launched a customer support service through social
media channels including Twitter, YouTube and Facebook.

The online support strategy will enable customers to log queries about a
range of products such as Viera televisions or Blu-ray players, and have
Panasonic staff reply with information and fixes, or be directed to online
product demonstrations.

The new customer service offering will be offered in addition to Panasonic’s
existing Customer Care Centre which provides technical support and product
information over the phone.

Brett Buckingham, director of customer care at Panasonic Australia, said the
social media-led service was an important step in meeting changing consumer
needs.

“More and more people are turning to social media services to receive
information about our products and we see this as an important addition to our
customer service capability,” he said.

Prior to the launch, a four-person Panasonic support team spent more than a
month monitoring social media sites, recording the type of queries posted and
the answers provided by other consumers.

“It is incredible how well versed consumers are about our products,” said
Buckingham.

“Our efforts can add to this consumer pool of knowledge, particularly when
more information is needed or the customer wants to speak directly to the
company.”

The online service comes off the back of Panasonic’s social media strategy
launched earlier this year.

Facebook:
www.facebook.com/panasonicaustralia

Twitter:
twitter.com/panasonicau

YouTube:
www.youtube.com/user/panasonicaustralia