
Social Media is a still very much a growing technology. Much like the Internet was in the early 90’s, it hasn’t matured enough yet to be nailed down as ‘This’ or ‘That’.
But it’s getting there fast and we are seeing many larger organizations embrace social media, and use it to not only their benefit, but the benefit of the social community.
So the last few weeks I’ve been looking around at how everyday businesses can use social media to interact with their clients, deliver a better service, and improve the relationship with their clients. It’s amazing what kind of ideas you come up with when you look at just about every enterprise and wonder how they could benefit from Social Media. Do they need a blog? Could they communicate on Twitter? Why don’t they put those pictures on Flickr?
I’m currently project managing an E-commerce application for a client, and have found myself very lost in the world of custom software development. However, this isn’t something that every business can afford. So, often the effective use of technology gets thrown to the wind, simply because it costs too much.
But here is what I envision for a real word scenario.
Last week I went to the dentist. Not the most pleasant experience, but it got me thinking about how we communicate with our customers.
The first thing that came to mind was that they should build an app that allows them to send SMS’s to their customers a few days before, and the day of the appointment. This would be a nifty reminder and a useful service. They could also schedule an SMS to go to the client 6 months after their last appointment. Reminding them that they need a checkup.
Thinking this was a great idea, I began thinking in terms of development. I wouldn’t take much, I could get a developer to put something together in a week or two. Then some testing etc. Worst case scenario is a months worth of development.
Then it hit me. How many small businesses can afford a months development? Think in terms of Dentists and Doctors. Yes they make a lot of money and so on, but is it worth them investing a months worth of development and all the hidden future support costs to simply SMS their patients? I think not.
So that means you either chuck the idea out, or you find an alternative. I found an alternative.
I’ve been using Sendible for a while now. It’s great for email reminders, SMS’s and status updates. But why can’t small / micro business use a site like Sendible to communicate with their customers?
Sendible allows you to arrange event’s and meetings, send SMS’s now, or in the future. Lets you send emails, MMS, and so much more.
So here is how I see it working; When I go to the dentist next time, he will ask me if I have a twitter account. I say yes, and we follow each other on Twitter. Then using sendible, when I make my appointment they do a few things.
They schedule an Email reminder 5 days before the appointment (sometimes they are made months in advance). Then the day before the appointment I get an SMS reminding me, and on the day of the appointment I get a DM in twitter.
Chances of me forgetting my appointment is close to 0. All of this can be done almost for free. If you really don’t want to spend any money then just do Social Media Updates and Email.
How would this change the face of business? For one, I know that if I had my dentist on Twitter I would have tweeted him when I chipped my tooth on the Biltong. He may have replied and said that it’s ok, it can wait till Monday. But I would have better overall communication with him. And many small businesses could communicate more effectively with their customers this way.
I would also be reminded in 6 months, via email / SMS that I need to go in for a checkup. I seem to forget these things.
This is just one small example of how a micro business, could use social media to promote their product. Sendible is one of many many sites that would allow you to do things like this. Most of these are yet to be discovered or developed, but as we see Social Media evolve and mature we’ll see more and more people benefiting from it.