Social Listening: Ring Video Doorbell

 

 The Ring Video doorbell is a product that helps insure people can have a well protected home even when they are not there. When people come up to the door it allows for you to see what is going on and make sure that no one is doing anything around your front door that they shouldn't be. This brand interested me because more and more people keep getting these systems installed with Ring being at the forefront of it all.  People seem to like this brand because when it is doing what it is supposed to it works very well, but there is also the problem of customer support. I went over to Linkedin to check out what people were saying directly onto the posts of Ring, and it was not pretty. 

Right now it seems that that Ring is trying to sell their service over any one product. They are trying to tell people that they want you to have a "frictionless" experience with them and their customer service. This doesn't seem to be the case though with many customers, including Andrew Millington, because they think that when they call or try to put in complaints they're not being validated or listened to because nothing gets done. 

    

    This doesn't seem to be the case with the actual product though. When they are selling their product it seems that more people are happy with it than the customer service. Ring  just got an award for there second generation Ring doorbell and people seem to think that it is a well deserved award.

Chris Appleton along with the 10 other comments all praised this product without any comments saying anything about their customer service. This shows that people do genuinely love their product, the customer service is just the thing that needs improvements. 

    Out of all the last 6 posts though, there is only 1 about Ring's actual product, the rest are about the improvements they are making to customer service. These posts are not doing anything well though because they are not addressing anything specifically they want to do to directly improve the customer service. The comments on these posts are about how they have not improved upon their customer service. Ring's value proposition is "A smart doorbell you'll actually want," and while this may be true to the actual product, customer service is a big reason why people go with certain brands. If the customer service is not drastically improved upon they should count on losing some customers to other brands with better customer service. 

    What's worse is with the company trying to push that they are really improving their customer service, they are not directly responding to there customers when they comment. On none of these complaints do I see someone from the company addressing these issues and trying to make the customer feel like they are being listened to. This is allowing for a big disconnect between the customers and the company. Not responding is a big problem from them because responding could show that they truly care about these issues and are working on solving them to allow for the customers to have a better experience. If I was the person that was in charge of these issues I would make sure to respond to the comments that are giving critiques because those are the people who are thinking about switching to another brand. I would make sure to address the problem and if it is something we don't have a solution to yet, I will tell them we understand that this problem is frustrating and we are doing our best to fix it. 

    While doing this post and looking into the Ring brand, it really made me learn that even with a good product, you still have to take time to address customers to make sure they feel validated and make sure that they know you care. If you don't do this, you can have customers like the ones under their posts feeling truly dissatisfied with your product.