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Personally, I've found twitter to be hugely useful for getting responses from companies and because of this I don't plan to stop using it. Often I've found the

by zainny 14y ago

Personally, I've found twitter to be hugely useful for getting responses from companies and because of this I don't plan to stop using it. Often I've found the response time I get on twitter is far far better than what I would get if I phoned in (few mins - hour) or emailed (never) the customer support department. It's one of the few ways that new social media is actually providing value for me. Some specific examples where I can recall using it: (1) Engaging the Microsoft developer team to fix up an issue with my account (2) Engaging Air Canada to ask about using my Aeroplan points (3) Engaging Commonwealth Bank to say thanks for great customer service and recommending someone I did deal with in person at a branch (to which they replied they would pass along the commendation). All times I had a faster and more satisfactory engagement than if I had used phone, email, etc (as I'm reminded when I have to revert to these methods)...

daurnimator 14y ago
I've had the opposite experience: Nearly every time I tweet at a company they either don't reply, or ask that I call them instead.... WHY YOU DO YOU EVEN HAVE A TWITTER ACCOUNT?
- michaelt 14y ago
  At my company we confirm the customer's identity before we blab about their orders. For obvious reasons, it's hard to do this in public on twitter!
- codeka 14y ago
  How many followers do you have? I find the number of followers you have directly corresponds to how successful using twitter is for support. It's only if you have 100+ followers, that companies are more likely to go out of the way to help, in my experience.
mastofact 14y ago
I've had similar experiences. Recently my internet provider discontinued this service, and I'm not sure why. Luckily, the Social Media team were able to be transferred to other departments (and not completely laid off). My guess is that they were losing a lot of money doing this. (Back story) I've had an on-going problem for about 2 years about slow speeds and contacted the BBB because nothing was being done after numerous complaints over the phone. They did a fix and the problem still continued. I've posted on DSLReports and my ISP's Social Media team helped me out so I continued to use them. I've received numerous credits to my account by just complaining to the SM team, which I think is more than fair--even though I didn't specifically ask for credits.

by zainny 14y ago

daurnimator 14y ago

I've had the opposite experience: Nearly every time I tweet at a company they either don't reply, or ask that I call them instead.... WHY YOU DO YOU EVEN HAVE A TWITTER ACCOUNT?

michaelt 14y ago
At my company we confirm the customer's identity before we blab about their orders. For obvious reasons, it's hard to do this in public on twitter!
codeka 14y ago
How many followers do you have? I find the number of followers you have directly corresponds to how successful using twitter is for support. It's only if you have 100+ followers, that companies are more likely to go out of the way to help, in my experience.

mastofact 14y ago

I've had similar experiences. Recently my internet provider discontinued this service, and I'm not sure why. Luckily, the Social Media team were able to be transferred to other departments (and not completely laid off). My guess is that they were losing a lot of money doing this. (Back story) I've had an on-going problem for about 2 years about slow speeds and contacted the BBB because nothing was being done after numerous complaints over the phone. They did a fix and the problem still continued. I've posted on DSLReports and my ISP's Social Media team helped me out so I continued to use them. I've received numerous credits to my account by just complaining to the SM team, which I think is more than fair--even though I didn't specifically ask for credits.