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Remember: Companies that have great responses on social media don't have great support, just attentive marketing. For every case that has a great resolution af

Remember: Companies that have great responses on social media don't have great support, just attentive marketing. For every case that has a great resolution after coverage on twitter/facebook/hacker news/local news station there's a hundred that languished unsolved and customer screwed.

trhway 8y ago
>Remember: Companies that have great responses on social media don't have great support, just attentive marketing. On other side may be they just streamlined the operations and the social media is the [only] customer case support database. If you look at various bug/case/issue databases with issue voting, discussions, etc - they do start to look like social media. So there is some convergence here. And may be Twitter can pivot and add issues/case priority/severity, release fixed in and other fields :) Imagine Periscope allowing to observe developers fixing your issues... >For every case that has a great resolution after coverage on twitter/facebook/hacker news/local news station there's a hundred that languished unsolved and customer screwed. sounds like my BugZilla, in principle if not in actual numbers :)
- mikehollinger 8y ago
  If you want to see the exact WRONG way to do this, check out Straight Talk Wireless. [1] Instead of posting an actual answer, their response throughout their forum is thousands of identical "check your direct message" replies. Someone's likely getting judged on response times, not quality of response. I gave Straight Talk a try a few years ago. It was great, until it wasn't great, and I needed some help with my voicemail. I eventually gave up, and when I went back to a "major" carrier I took pleasure in trashing the Straight Talk sim card. [1] https://www.straighttalkwirelessforum.com/search.php?keywords=%22To+further+assist+you%2C+please+check%22 https://www.straighttalkwirelessforum.com/search.php?keyword...
  - trhway 8y ago
    >Instead of posting an actual answer, their response throughout their forum is thousands of identical "check your direct message" replies. Someone's likely getting judged on response times, not quality of response. reminded how back at Sun bunch of years ago we had "forum activity (number of posts)" as a performance review metric. They should have used the number of cobras instead - at least Sun would have made some money of the cobras skins and meat :)
unsignedint 8y ago
I think nowadays, social media support and traditional support system are well integrated into their CRM. I complain about things on twitter once in a while, if the company has social media presence (e.g. Comcast, for example) I find it tend to be quicker and straightforward to resolve issues. With other options (phone and chat) it tend to be little more hassle to jump through the hoops to actually get the conversation going of someone.
- bearcobra 8y ago
  I've seen quite a few support systems use metrics like social media followers to help prioritize support cases regardless of how you reach out. It can be pretty crazy the difference between getting a Level 1 support rep vs Level 3.
  - rootsudo 8y ago
    Correct, connectors and dashboard now use social media as a way to gauge sentiment and brand value/service delivery, etc.
- ocdtrekkie 8y ago
  Comcast's Twitter support is excellent specifically because it is wholly separate from their phone/chat offerings. Phone/chat support is managed by the various regional Comcast offices, Twitter support is the social media team at HQ. If you want to get something with Comcast handled without being scammed in the process, you use Twitter.
  - masonic 8y ago
    Phone/chat support is managed by the various regional Comcast offices Out of dozens of calls to Comcast support form California over the years, I have yet to reach anywhere but the Philippines.
- rv-de 8y ago
  That's 50% of what I use my mostly abandoned Twitter account for. Doesn't work as great as I would like it to, though. Most marketing people at larger companies mastered the art of slick 'n' slimy vague communication.
daveFNbuck 8y ago
They didn't even have a great response on social media. They just requested a DM and said they updated the ticket.

trhway 8y ago

>Remember: Companies that have great responses on social media don't have great support, just attentive marketing. On other side may be they just streamlined the operations and the social media is the [only] customer case support database. If you look at various bug/case/issue databases with issue voting, discussions, etc - they do start to look like social media. So there is some convergence here. And may be Twitter can pivot and add issues/case priority/severity, release fixed in and other fields :) Imagine Periscope allowing to observe developers fixing your issues... >For every case that has a great resolution after coverage on twitter/facebook/hacker news/local news station there's a hundred that languished unsolved and customer screwed. sounds like my BugZilla, in principle if not in actual numbers :)

mikehollinger 8y ago
If you want to see the exact WRONG way to do this, check out Straight Talk Wireless. [1] Instead of posting an actual answer, their response throughout their forum is thousands of identical "check your direct message" replies. Someone's likely getting judged on response times, not quality of response. I gave Straight Talk a try a few years ago. It was great, until it wasn't great, and I needed some help with my voicemail. I eventually gave up, and when I went back to a "major" carrier I took pleasure in trashing the Straight Talk sim card. [1] https://www.straighttalkwirelessforum.com/search.php?keywords=%22To+further+assist+you%2C+please+check%22 https://www.straighttalkwirelessforum.com/search.php?keyword...
- trhway 8y ago
  >Instead of posting an actual answer, their response throughout their forum is thousands of identical "check your direct message" replies. Someone's likely getting judged on response times, not quality of response. reminded how back at Sun bunch of years ago we had "forum activity (number of posts)" as a performance review metric. They should have used the number of cobras instead - at least Sun would have made some money of the cobras skins and meat :)

unsignedint 8y ago

I think nowadays, social media support and traditional support system are well integrated into their CRM. I complain about things on twitter once in a while, if the company has social media presence (e.g. Comcast, for example) I find it tend to be quicker and straightforward to resolve issues. With other options (phone and chat) it tend to be little more hassle to jump through the hoops to actually get the conversation going of someone.

bearcobra 8y ago
I've seen quite a few support systems use metrics like social media followers to help prioritize support cases regardless of how you reach out. It can be pretty crazy the difference between getting a Level 1 support rep vs Level 3.
- rootsudo 8y ago
  Correct, connectors and dashboard now use social media as a way to gauge sentiment and brand value/service delivery, etc.
ocdtrekkie 8y ago
Comcast's Twitter support is excellent specifically because it is wholly separate from their phone/chat offerings. Phone/chat support is managed by the various regional Comcast offices, Twitter support is the social media team at HQ. If you want to get something with Comcast handled without being scammed in the process, you use Twitter.
- masonic 8y ago
  Phone/chat support is managed by the various regional Comcast offices Out of dozens of calls to Comcast support form California over the years, I have yet to reach anywhere but the Philippines.
rv-de 8y ago
That's 50% of what I use my mostly abandoned Twitter account for. Doesn't work as great as I would like it to, though. Most marketing people at larger companies mastered the art of slick 'n' slimy vague communication.

daveFNbuck 8y ago

They didn't even have a great response on social media. They just requested a DM and said they updated the ticket.