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If they answer complaints on Twitter, does it follow that they don't support people who call the help desk, fill out a web form, etc.? Your position makes sense
by rfrey 5y ago
If they answer complaints on Twitter, does it follow that they don't support people who call the help desk, fill out a web form, etc.? Your position makes sense if everyone who complains in social media only does so because traditional support channels have failed them, but I don't think that's the case. For many people complaining on social media is the default first step, and a company interested in good customer support should monitor those channels.
- Ekaros 5y agoI believe in two strategies with those people ignore them or point them to correct customer support avenue.
- ipaddr 5y agoWhy would that follow? The marketing team is pushing memes on twitter and you think yelling at that person on the street is going to get your lightbulb replaced? Unless they have a support twitter account your best bet is to go on the website and click content or help.