We all have had to contact customer service for something every now and then. For me, it was to get help from YouTube.
I was at work and we were trying to put together a card that included all of our social media accounts. Because a lot of people are turning to video content now instead of written content, we thought it would be best if we put our YouTube channel on this card.
While we were looking at the card, two of us were curious to see if we could actually pull up the channel just by searching our channel name. That’s when we found an older channel that hadn’t been posted on for a year.
I’ve been at the company creating videos for almost two years, so I was kind of confused when I saw videos I had created on this page.
Then, when I started looked at the channel, I felt as if I did remember this channel. The only problem is that the only information I have for YouTube is what signs us in to our current channel.
This is problematic. We want people to be as least confused as possible when they are looking for our stuff. So, I of course went to the YouTube help center, if you could even call it that, looking for a chat or email that I could send my information to in hopes they could help.
But alas, there was nothing but forums to greet me. Forums are great for the basic stuff, and I understand that companies don’t necessarily want to include their help desk number or chat if a problem is really simple to solve.
However, YouTube, like other free social media platforms, is customer-driven. We may not pay to use the platform, but we are forced to watch ads, which generates plenty of revenue for YouTube as well as YouTube creators.
So, I started Googling how I could fix the issue. I tried a plug-in that would identify the email address associated with the YouTube account, but it didn’t work as promised. The only other thing I read that I could do would be to contact YouTube support. Through, wait for it, Twitter.
I went to their Tweets and Replies tab to see just how long I’d have to wait to hear back, and it was astounding. YouTube’s support Twitter account was several hours behind schedule with answering people about their problems.
What’s worse is that they had to answer back to people who were just complaining about an ad they didn’t want to see, which was nothing inappropriate.
I’ve seen other companies jumping on board with this. While I think it is a great idea to have a help team on social media, there really needs to be a phone line or email or chat line that people can hop on if they have these problems.
Twitter wait times are worse than wait times on a phone call or email chain. Besides, a big company like YouTube should dedicate more people to their help team than is already being dedicated. There are far too many requests to have help just be given on Twitter.
I really hope that this trend doesn’t continue because it takes the fun out of social media and makes it yet another thing you hate getting on when a bunch of companies you use don’t have a proper help network available for users or customers.
LEGAL: All photos are my own, screenshots, or taken from Pixabay.com, a creative commons website that requires no attribution for photo use.