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My point was that maybe people wouldn't resort to public complaining if they got a quick and helpful response from a private channel. Sure, some people would s

by J-dawg 8y ago

My point was that maybe people wouldn't resort to public complaining if they got a quick and helpful response from a private channel. Sure, some people would still complain in public just to make a scene (because some people are like that) but presumably the number would go down.

ceejayoz 8y ago
It's unlikely they can sustain the Twitter level of response time and lavish personal attention for the more normal support channels.
nlowell 8y ago
It could also be good for the brand to be publically helping upset customers. Probably case-by-case.