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> I think the bigger issue here is companies (ab)using social media for their services. How did anyone ever think this was a viable customer service solution? I
by jasonlotito 3y ago
> I think the bigger issue here is companies (ab)using social media for their services. How did anyone ever think this was a viable customer service solution? It's publicly visible
You seem to think this was the only option for support. Instead, you are arguing for them shutting down an avenue of support that people used and liked. It would be like saying "Good thing they shut down phone support!"
You also seem to think that all support happened in public rather than just the initial contact. It was an easy entry way into getting support.
And it wasn't companies "abusing" Twitter. Rather, it was companies adopting to users using Twitter as a way to get support. If you don't see that, I don't know what to say.
- itishappy 3y agoI think nothing of the sort. I'm currently watching them shut down an avenue of support people use and like, and I think it's because they failed to assess the inherent risks that have always existed with using the service in this manner.
- hot_gril 3y agoTwitter is the only viable support option with some places. During the pandemic lockdowns, anything somewhat complex involving the California DMV had to start with contacting them on Twitter. I guess cause that's a whole separate intake process that was more nimble than their site.