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I suspect it’s not really the public nature of Twitter that makes its responses better, it’s simply that internal procedures empower people manning social media

I suspect it’s not really the public nature of Twitter that makes its responses better, it’s simply that internal procedures empower people manning social media to fix customer problems more effectively than the normal customer support channels. I don’t have Twitter, but I have complained to companies via Facebook (which at this point I don’t notably use either, but still have an account) private messages, and have had my problem fixed efficiently after complete failure via multiple other methods of contact. (Those companies being Vodacom South Africa who kept sending me some customer’s invoices, and Uber Eats, which made a complete mess of an order in multiple ways.)

dheera 5y ago
Yeah that's true. I was at an acquaintance's party on the rooftop of a sleek, modern apartment building near Berkeley and a tile came loose and almost fell through the floor, opening up a void into some machinery that this friend could have easily fallen through and gotten seriously injured, but with quick reactions we saved them from falling through. The acquaintance didn't care to do anything about it so I sent e-mails to their property management the next day, and got no response. I then shamed the property management co on their Facebook page in comments with photos of the void and that got a prompt response.
- Marsymars 5y ago
  To be clear, I’m saying that I sent private messages to the company on FB, I didn’t post comments to any public location. From a company’s point of view, there wouldn’t be any difference between ignoring my emails or ignoring my FB messages, it’s purely a procedural difference in how they respond to one vs the other.