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Twitter - A Customer Service Back Door
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Tales of companies that troll Twitter searching for their unhappy customers are popping up all over the internet. Tweets abound from once unhappy customers who are shocked by the effectiveness of Twitter to get their complaints resolved. The companies themselves are, of course, capitalizing on the incidents in the form of re-tweets.
Anything that improves customer service is a step in the right direction and, as long as the problems are solved, it doesn't matter how the companies capitalize on their customer service successes. The whole concept of "good, fast, customer service" seemed like a pipedream just five years ago and Twitter is changing all that.
Twitter is a Customer's Last Resort
When a customer has a problem with a product or service, their first inclination is to speak directly with a human being who can resolve the problem. Consequently, most requests for service begin with a phone call. Call centers often make the situation worse, not better. Customers find complicated voice mail systems and long wait times annoying. Email is worse than a phone call; sometimes it takes hours or days to hear back from a customer service rep.
Customers turn to Twitter when they have run up against a "brick wall" elsewhere. Twitter provides a "back door" to a company's customer service department (providing, of course, that the company is listening in the first place).
Network Solutions
A website company in the UK urgently needed to update a client's website, which was hosted by Network Solutions. The webmaster could view the client's site and log into the FTP, but they could not log into the account to make an important edit. The webmaster tried to contact Network Solutions directly, but was unable to, and his frustration led him to tweet about the connection issues. Within the hour, Network Solutions support contacted him and, through emails and a phone call, the problem was resolved.
Network Solutions was monitoring Twitter for service problems. If they had not been listening, this customer and their client would have had nothing good to say about Network Solutions and their dissatisfaction would have been broadcast to others. The lesson to be learned here is that by the time a customer complaint reaches Twitter, it has escalated to "code red" and should be dealt with immediately.
Please join us at My Twitter Toolbox to get a free report and more Twitter favorites - visit us today at http://nams.ws/custserv-searchwarp
Article submitted Monday, November 01, 2010 & read 55 times.
David Perdew has already completed several of his life dreams, and plans to complete several more. His accomplishments to date include:
Personally built a log house in the woods (on a stream with a waterfall) in North Alabama.
Built a stock photo agency that grew from $0 to $1.7 million in sales and culminated with the sale of the company after 5 years to an international stock photo agency in London, England.
Owned and operated a weekly newspaper in his hometown in New Castle, In.
Taught newspaper and magazine design at Indiana University (Bloomington, IN) and St. John Fisher College (Rochester, NY.) and photojournalism at Georgia State University (Atlanta, GA.)
In 1995, began a career in information technology to beccome a technical project manager for telecom software development.
His My Twitter Toolbox website (http://repeatable.org/newtwitter) is a premium resource for the best free and paid Twitter tools and applications.
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