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Yeah. As much as I appreciate their responsiveness on Twitter, it doesn't much help those of us who are not on Twitter. (Tangential rant: I dislike how it seem
by 52-6F-62 7y ago
Yeah. As much as I appreciate their responsiveness on Twitter, it doesn't much help those of us who are not on Twitter.
(Tangential rant: I dislike how it seems like the most effective path for anything resembling customer service from many companies is to call them out on Twitter alone. I've written emails to some companies over months to no single response—but to look on their Twitter you'll see an answer within hours, or minutes.)
- dnautics 7y agoThat shouldn't be surprising as Twitter is a public forum, so there's more accountability.
- 52-6F-62 7y agoI'm not surprised. I'm a bit miffed, though. We shouldn't have to shame companies to get a bit of customer service—let alone a response to an email.
- revscat 7y agoI get what you're saying -- that companies should be internally driven to address concerns such as yours -- but I'm starting to shift away from that thinking. We're social apes. We evolved in groups, and respond to group pressures. Responding to public shaming is perhaps a more natural state of things than what we tend to expect. It certainly seems more effective.
- 52-6F-62 7y agoIt's the dirty road, though. In capitalism the market is supposed to correct for bad acting like poor customer service. Instead it's a public haranguing like putting someone in the stocks, except in exponentially less response time.
- sosborn 7y ago> In capitalism the market is supposed to correct for bad acting like poor customer service. That only works when the public knows that the customer service experience is poor. I'm no fan of Twitter, but putting this stuff in the open is incredible effective for this reason.
- Ensorceled 7y agoYes, pretty much every company is this way. I often get a response, support ticket and solution via Twitter before my email/webform request is even processed.