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I had a banking problem a few years ago and stumbled across a Twitter account of a "super rep" for the (major) bank. I tweeted him, he tweeted back in 60 second
by personlurking 12y ago
I had a banking problem a few years ago and stumbled across a Twitter account of a "super rep" for the (major) bank. I tweeted him, he tweeted back in 60 seconds with his email. I emailed him right away and we had quick-fire chat over email and he said "let me fix your problem and I'll email you when it's fixed". About 3 minutes later, he emailed me back. The quickness of it all, plus the short-style emails going back-and-forth, reminded me of SMS and it was wonderful. In fact, I've never had better, nor quicker customer service. If it matters, I'm 33.
- maxerickson 12y agoTo me the key parts of that interaction are that he was immediately available to you and empowered to fix your problem. If phone support picked up on the first ring and did something more than try to deflect, it would be fine too.
- toomuchtodo 12y agoRight! Is SMS communications with a business useful if its going into the same workflow as call center phone calls? People aren't wanting for new communications methods. They want what they've always wanted: quick, useful support from someone empowered to provide that.
- delecti 12y agoI avoid making phone calls as much as possible. I think that's a growing trend. If I can interact with a business solely through textual communication I will do so, even if it's significantly slower.