Xplornet

Rural Canadians depend on Xplornet for high speed internet access. Unfortunately, as is the case with many companies who service rural markets, they have been left in the social media dust of larger, rival companies like Bell and Rogers. At this time last year, Xplornet’s Facebook page was a ghost town and their Twitter stream was barely updated.

To their credit, Xplornet does seem to be stepping up its efforts and I can personally say that I have received great customer service resulting from a tweet. However, the overall effort still comes across as weak.

Blog – Xplornet has launched a company blog. It’s poorly laid out, which means it doesn’t actually look like a blog at all, and it’s difficult to find. Some of the content is outdated – even though the audience is a rural one, I’m pretty sure most people know that Google is a verb by now.

My Recommendations:

• Write shorter, more engaging posts and make it easier to find and share them.
• Get  rid of the Captcha system and use a back end spam blocker.
• Ditch the corporate responses. Not every comment needs to end with regards, the customer service rep’s name and their job title.
• Change how posts are tagged. I find it icky that blog posts which have nothing to do with Xplornet’s services are tagged with the names of all of their internet packages.

Twitter – Over the last few months, Xplornet has been providing quite good customer service on Twitter. However, it’s all reactive. I don’t see anything proactive there. While responses to customer complaints are good, it would be better to have some positive tweets displayed when you land on their page.

My Recommendations:

• Start engaging. Retweet and thank people for positive tweets when they show up.
• Be human. Can the corporate speak and let the reps talk like humans.
• Share. Find relevant content and share it. Show some behind the scenes action. Humanize the brand.

It’s difficult for a communications company, especially one that works in rural locations. Services go down due to remote locations and weather and when people get frustrated, social media is rapidly becoming the first place to air frustrations. However, by being proactive, heated situations can be diffused and by humanizing the brand, a company can begin to build customer loyalty.

It currently seems that people are with Xplornet because they have to be, not because they chose them. If I were in charge at Xplorenet, my goal would be to be the company people would choose even if another company entered the market.

Final verdict: D-. Not a complete fail, as progress is apparent and it’s nice to see them making an effort, but  they still have a long way to go.