4 ms·

I think there was a _time_ when this worked; companies were very anxious about their Social Media Presence (TM) so would treat public social media messages, par

I think there was a _time_ when this worked; companies were very anxious about their Social Media Presence (TM) so would treat public social media messages, particularly complaints, as priority support cases. You can imagine all sorts of factors which would have decreased its effectiveness in recent years though; overuse, companies becoming more used to social media, the death of a usable Twitter API, making tracking this stuff difficult, the general decline of Twitter (if it's likely to be presented beside Elon Musk retweeting a white supremacist or something, are twitter complaints about your dishwasher being too noisy really all that consequential?)... It's definitely a thing some people still _believe_ in, though, and some people have twitter accounts which they use _solely_ for moaning about brands (there used to be a fun Twitter account which replied to them, as if from the brand they were moaning about; not sure if it's still a thing).

no_wizard 2y ago
Some still are anxious about it, but others have seemingly stopped caring, as I think they believe their near monopoly positions means bad PR no longer matters. Looking at Comcast in particular.
albert_e 2y ago
In India, there are dozens of imposter accounts on twitter that pose as a bank's or telco's official handle. They are very often the more responsive, and very caring and polite, quick to admit they are at fault ... and lure complainers into sharing personal info on DM on promises of speedy resolution. This was a problem before Twitter became X. The blue tick mark was the only indicator of genuine accounts. Then X started selling tick marks to whoever pasy 8 dollars. Now it's wild west.
- gs17 2y ago
  Facebook has a similar issue (although in this case the accounts may be from India but they go after everyone). People commenting on a company's page will get replies from accounts that set their name to "CUSTOMER SERVICE" or "TECH SUPPORT" (Mr. and Mrs. Support must have really had a specific career path in mind for their child) saying they're here to help and to kindly message them for a solution. I've tried reporting these and Meta really does not care. Report as scam, nope looks fine to us. Report as fake name, nope looks fine to us. I don't think I've ever seen their report system work.

no_wizard 2y ago

Some still are anxious about it, but others have seemingly stopped caring, as I think they believe their near monopoly positions means bad PR no longer matters. Looking at Comcast in particular.

albert_e 2y ago

In India, there are dozens of imposter accounts on twitter that pose as a bank's or telco's official handle. They are very often the more responsive, and very caring and polite, quick to admit they are at fault ... and lure complainers into sharing personal info on DM on promises of speedy resolution. This was a problem before Twitter became X. The blue tick mark was the only indicator of genuine accounts. Then X started selling tick marks to whoever pasy 8 dollars. Now it's wild west.

gs17 2y ago
Facebook has a similar issue (although in this case the accounts may be from India but they go after everyone). People commenting on a company's page will get replies from accounts that set their name to "CUSTOMER SERVICE" or "TECH SUPPORT" (Mr. and Mrs. Support must have really had a specific career path in mind for their child) saying they're here to help and to kindly message them for a solution. I've tried reporting these and Meta really does not care. Report as scam, nope looks fine to us. Report as fake name, nope looks fine to us. I don't think I've ever seen their report system work.