Automotive pioneer and Tesla CEO Elon Musk invested lots of time this weekend responding to Tesla proprietor suggestions on Twitter. Whereas the suggestions was constructive and can doubtless shortly end in higher automobiles, the discussion board highlights problems with customer support for the quickly rising automaker.
This weekends’ pitched enhancements to the Tesla possession expertise got here courtesy of a flurry of tweets from presumed house owners imploring Elon Musk to enhance customized proprietor settings like seat place, navigation preferences, and even optical facial recognition to unlock automobiles, all of which Musk responded positively to.
Clearly Elon Musk, and Tesla, ought to be praised for his or her openness and willingness to take suggestions from prospects, as effectively for the corporate’s means to implement updates based mostly on the suggestions wirelessly with software program updates. It’s a service characteristic that not many different automakers and automobiles at present supply, nevertheless it’s clearly the route they need to all be headed.
The difficulty with this form of method to buyer suggestions is that Elon Musk, CEO of Tesla, SpaceX, and the Boring Co. isn’t monitoring his Twitter continuous and across the clock. I additionally don’t think about he significantly enjoys dealing with buyer points like this, although it’s efficient when he’s obtainable to concentrate or when he particularly solicits it.
However Tesla has had customer support points for years, and tossing pitches to the CEO of the corporate over Twitter is just not the very best method to sourcing suggestions, neither is it sustainable as Tesla possession grows, and with slew of latest, minute on a regular basis points.
Tesla house owners shouldn’t really feel compelled to Tweet out points or solutions as a result of there ought to be a efficient service community firmly established to supply and funnel the suggestions to the corporate to implement change. There are current channels for communication on decrease ranges between Tesla and its prospects, however clearly it’s not sufficient to persuade house owners its an efficient technique to get the adjustments they need.
I think about that Tesla’s means to solicit and provide suggestions and adjustments to and from house owners will enhance as its service community expands and improves, however maybe there’s one thing about Twitter that’s extra handy and inspiring to the kind of buyer Tesla courts. Maybe any person will recommend a Tesla Service Twitter account to Elon for folks to ship their minor requests and needs to that’s manged by anyone however the CEO.
Tesla is sitting on a revolutionary service system with its over-the-air diagnostics and updates, however these tweets to its CEO are proof of a wanted channel for suggestions. Musk is aware of that tech corporations and automakers alike promote person experiences, not devices or merchandise.
The folks reaching out to Musk with suggestions are clearly genuinely excited in regards to the product; they’re not angrily or selfishly tweeting out calls for, however fairly in search of to enhance frequent points and issues. Tesla has a motivated and collaborative buyer base not like every other automaker, now it simply wants a greater technique to handle that benefit.