3 ms·

Everyone bashing Twitter, no one is blaming the companies going to such a platform in the first place? This pinwall website was never a good place for customer

• rtkwe 3y ago
  It was a convenient platform where a lot of people were. It's also where a lot of people went to complain if they were having issues with the regular support channels so of course companies would go there to perform damage control and act as a kind of level 2 support channel where issues with the normal support would be voiced. Also doing it in a quasi public channel is a bit of PR advertising "we look after our customers" even if it's only partially true given they had to take to twitter to start with.
• outworlder 3y ago
  Not sure I agree. We can see countless cases where people managed to solve their issues through Twitter while normal channels failed. You go where your customers are.
  • bonton89 3y ago
    Isn't that his point? The normal channels (that the company directly controls) don't work, so everyone ended up using the twitter wall of shame out of desperation.
• taco_emoji 3y ago
  The companies didn't go there first, that's where people were publicly complaining about their service. Companies quite obviously found it prudent to respond to those complaints by funneling them into their customer service pipeline.
• rsynnott 3y ago
  Thing is, it basically worked fine for a lot of people for about a decade. If your risk model is “I can’t use anything that an idiot might buy and ruin”, that limits you. Like, in principle it can always happen, but there’s no great defense against it.