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Dell has always been known for its brilliant customer support and Social Media presence is customer support 2.0 for sure. Team Microreviews  thought of  taking a dive into the web of Social Media  created by Dell. We must admit, we have been blown away by their social media presence. Everything, right from their website and their  blog to their Facebook, Twitter, LinkedIn, Flickr and YouTube presence, is impressive.

• Social Media is about making the customer feel empowered. It is about making him/her  feel special and  show that every word he/she speaks about a company is as precious to the company as their CEO’s order. Dell excels at this. While inspecting their website we came across at-least 3 to 4 instances in which they get customer feedback and make an effort to address their concerns.  People can chat with the Dell customer care ,live(The chat works only on Internet Explorer , so couldn’t check it out ). They also have a forum where they accept all brickbats as well as kudos very gracefully, they have allowed people to review and rate all their products just below the product specification, a place to share your very own ideas and yes, they have a blog where they quite clearly try to solve some of the commonly faced problems.  All this and more for their empowered customers. They allow you to share your reviews and everything else on sharing sites.  The picture below will give you a glimpse of  their super story.
  

  Empowering the customer

  

  Dell Blog trying to solve some of the commonly asked questions of customers

• Social Media means having multiple touch points where people can talk to you, talk about you and  are engaged thinking about you. Social Media in short, is about conversations. If I have got the definition straight, Dell has got it bang on too. Their website itself portrays their social media presence in the best possible manner.

• All the information you would ever want about Dell’s facebook presence is well compiled at http://www.dell.com/facebook .
• Dell has multiple twitter touch-points and they can be all very easily found out at http://www.dell.com/twitter .

• If you ever wanted to check all that dell has ever posted on flickr just go to http://dell.com/flickr .

• Dell’s youtube channel is seriously happening http://www.youtube.com/dellvlog .
• And as we can all expect Dell’s LinkedIn page is well managed too.

In spite of such a huge presence which Dell seems to have in the social mediums, they have also connected their presence very well. They have connected sets of Facebook , Twitter and Flickr pages and each one looks awesome to say the least. They have multiple pages for the customers to touch them through, which at times can be confusing, but they have created these sets of pages each connecting to the other in such a way that you understand what topics to discuss where. For example, they have a website called DigitalNomads, a related Facebook group at http://www.facebook.com/DigitalNomads , a Twitter microblog at http://twitter.com/digital_nomads,a related Flickr photostream at http://www.flickr.com/photos/dignomads a  Youtube channel at http://www.youtube.com/dignomads and even a related LinkedIn group. Each of these mediums try referring to each other and clearly ask the common man to join in the conversation.

There are several other such sets like Dell Outlets, Dell Home offers etc and each of these seems to have its own set of conversation going on in the various mediums in parallel, yet focused on soaking in as much customer feedback as is possible. The fact that the conversations at each of these places are two way or even three or four way make for brilliant analysis on how Dell is reaping the benefits of social media.

There is a lot for the Indian companies to do on the social mediums (in the Dell way) other than just spamming the users and making use of one way and useless communication.

Wishing Dell’s Social Media Team all the very best from the Team Microreviews.

For social media help, I would recommend people to get in touch with Aditya Prakash and Prasaad K S on twitter.

You can also email them here and here.

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Related posts:

1. Social Media – The Power Unleashed
2. Social Media – the Big Bang.!!
3. Consumer and Influencer engagement through Social Media
4. Dell buys Perot for $3.9bn
5. Social Media Presence of Indian Telecom Majors- Part 3- Website and Blog