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That's a funny one. I worked at a place where the support team that worked for the social network accounts of the company had better tools and higher priority w
by udwum 7y ago
That's a funny one. I worked at a place where the support team that worked for the social network accounts of the company had better tools and higher priority when doing their jobs than the phone/site support team, so effectively customers asking for support on Twitter or Facebook got better and faster support than customers asking for support on the phone or the site. I assume that's because companies are terrified of bad publicity on social networks.
- maxwell 7y ago> bad publicity on social networks Exactly. Social networks moved support from private, hidden systems to a public channel. This benefitted the user, since the brand has more to lose from interactions that are negative, non-responsive, re-directive, etc.
- danaris 7y agoClose. It benefits a subset of users: that subset whose first reaction to having a problem with a company is not to calmly and rationally contact them and see what kind of remedy can be made, but to blast it to the whole world, saying “my supreme pizza had green peppers on it, PizzaBlarg is terrible and should go bankrupt”. You know. Assholes.