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One of the best use cases of twitter for me is customer service, a few complaints about @comcast is way more effective than calling and waiting on the phone for

by hagope 11y ago

One of the best use cases of twitter for me is customer service, a few complaints about @comcast is way more effective than calling and waiting on the phone for 20 minutes and fighting with the customer service agent... I was able to resolve my issue with a few back and forth DMs with @comcastcares ... I don't think many people have enjoyed this experience, it's like night and day.

jeffmould 11y ago
I couldn't agree more. Comcast is a great example of customer service handled perfectly via Twitter in my opinion. I can get Comcast issues resolved in minutes via Twitter compared to hours trying to explain it over the phone.
GurnB 11y ago
I admit that I have used @Amazon to make a Smart Alec comment about a missing/delayed delivery and was pleasently surprised that I was contacted within an hour to DM them the details so they could resolve the matter.
babuskov 11y ago
Yup. I also resolved my issue with Ubisoft UPlay much faster via Twitter message.
bentcorner 11y ago
Customer service via twitter just feels wrong to me. I'm a low-frequency twitter user so maybe I don't "get it", but it feels very much like shouting into the void. There's no feedback saying "yeah, we heard you". Whereas with a phone call you're actively navigating their support structure, or with a contact form, where you have a tracking id in your email box.
- cauterize 11y ago
  Does it feel right to a part of the consensus customers should have regarding large companies? It does for me. The Comcast site has a form you can fill out to remove you from their snail mail list. As someone has been a customer for 4 years, getting advertisements in my mailbox made me irrationally angry. I filled out the form but saw no drop in volume. Taking my silly issue public via Twitter helped get the problem resolved. I had a sense of pride knowing I publicly shamed Comcast enough that they did something about their poor mailing practices. And it only took a few days and maybe 500 total characters.
mrweasel 11y ago
I see the customer service via Twitter as a way to shut up the people that complains the loudest. You have a Twitter account, fine we'll deal with you before this dude that called in, because he's not going attract any additional attention.
soylentcola 11y ago
I've had a Twitter account for years but the only times I've used it were for customer service (harder for them to ignore public complaints, dedicated "social network" reps are probably better supported than the people staffing call centers), and for local "breaking" news (following demonstrations and riots here in Baltimore). Otherwise it's always seemed to live up to its name and feels like a billion voices "twittering" about everything and nothing at the same time.

by hagope 11y ago

jeffmould 11y ago

I couldn't agree more. Comcast is a great example of customer service handled perfectly via Twitter in my opinion. I can get Comcast issues resolved in minutes via Twitter compared to hours trying to explain it over the phone.

GurnB 11y ago

I admit that I have used @Amazon to make a Smart Alec comment about a missing/delayed delivery and was pleasently surprised that I was contacted within an hour to DM them the details so they could resolve the matter.

babuskov 11y ago

Yup. I also resolved my issue with Ubisoft UPlay much faster via Twitter message.

bentcorner 11y ago

Customer service via twitter just feels wrong to me. I'm a low-frequency twitter user so maybe I don't "get it", but it feels very much like shouting into the void. There's no feedback saying "yeah, we heard you". Whereas with a phone call you're actively navigating their support structure, or with a contact form, where you have a tracking id in your email box.

cauterize 11y ago
Does it feel right to a part of the consensus customers should have regarding large companies? It does for me. The Comcast site has a form you can fill out to remove you from their snail mail list. As someone has been a customer for 4 years, getting advertisements in my mailbox made me irrationally angry. I filled out the form but saw no drop in volume. Taking my silly issue public via Twitter helped get the problem resolved. I had a sense of pride knowing I publicly shamed Comcast enough that they did something about their poor mailing practices. And it only took a few days and maybe 500 total characters.

mrweasel 11y ago

I see the customer service via Twitter as a way to shut up the people that complains the loudest. You have a Twitter account, fine we'll deal with you before this dude that called in, because he's not going attract any additional attention.

soylentcola 11y ago

I've had a Twitter account for years but the only times I've used it were for customer service (harder for them to ignore public complaints, dedicated "social network" reps are probably better supported than the people staffing call centers), and for local "breaking" news (following demonstrations and riots here in Baltimore). Otherwise it's always seemed to live up to its name and feels like a billion voices "twittering" about everything and nothing at the same time.