Read an interesting article regarding an instance of poor customer service with a company e.g. letters, emails, and phone calls gone unanswered. However, within 45 minutes of complaining on Twitter, the company called and resolved the problem, replete with apologies a many. Obviously, companies are sensitive to the world-wide reach of Twitter and Web 2.0 technologies. This is a good thing . . .
Sunday, July 25, 2010
Twitter gets things done . . .
Read an interesting article regarding an instance of poor customer service with a company e.g. letters, emails, and phone calls gone unanswered. However, within 45 minutes of complaining on Twitter, the company called and resolved the problem, replete with apologies a many. Obviously, companies are sensitive to the world-wide reach of Twitter and Web 2.0 technologies. This is a good thing . . .
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Yes! Companies are listening on Twitter! Case in point: A friend of mine was having problems with her Comcast cable service and haggled with them on the phone for a good 20 minutes without getting anywhere (this was after a 15 minutes wait). Then she goes on Twitter and Tweets about how dissatisfed she was with customer service and that her problem was unresolved. Within 10 minutes of the Tweet a Comcast representative had called her to resolve the problem and offered her a free service upgrade.
ReplyDeleteWow~ I haven’t thought about using twitter for the complaining purpose and surprising it actually works and even works faster !!
ReplyDeleteI had no idea that Twitter could be that effective in solving commercial disputes. I think I'm going to have to keep my Twitter account active after this class is over!
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