DISQUS

Roundpeg · 8 months ago

We have seen more and more companies using Twitter as part of their customer interaction strategy. This is a great example of how to use Twitter well: Why Discount Tire Gets My Vote - http://www.roundpeg.biz/2009/03/discount-tire-g...

Deborah F. · 8 months ago

It's very interesting to see customer support moving to social media. On the customer's end it's become more about a quick, easy response and less about personal, one-on-one interaction.

With so many businesses going online, will the whole world eventually have to move to twitter in order to receive good customer support?

ducttape · 8 months ago

Deborah - I think this is partly a reaction to the fact that so many online companies had such bad service, due in part to the walls they put up around the ways people got help.

Two things are at play in twitter - it's much easier for people who are charged with providing help to do so - they get greater satisfaction out of getting results for people.

In addition, the support is provided in public view, which I think creates far greater accountability and provides support for many people at once, while exposing a public audience to just how great your service is.

arturocoto · 8 months ago

Two good points John. Customer facing employees want to serve the customer as efficiently as possible - and this post provides great tool options for businesses with twitter accounts. And yes, now it is easier to be vocal so companies are constantly exposed. Response time has become a bigger factor - i think. Resolution is key, but as a business you must engage in dialog asap.

thatdamnredhead · 8 months ago

I occasionally use it purposely for customer service, and sometimes I purposely mention certain brand names just to see if they're listening and take note. Usually it's positive stuff, like the other days I tweeted about how awesome the service was at Murray's Discount Auto Parts and today I talked about the new Dodge Challenger being sexy, but I've yet to receive response from either. Yesterday I got quick help from the folks at Ning, though, and pointed it out to my followers.

I actually use all my followers for crowdsourcing of reviews/opinions more than anything, that's one of my favorite things about Twitter. Last night I was shopping for an external hard drive and asked people for suggestions, and that was super helpful. Most everybody recommended Western Digital and loved that brand, and so that's what I bought.

~ @damnredhead

jorgeblanco · 8 months ago

That's an iteresting twitter use. I can definitely see it working for me. Privacy issues might make it hard for some companies though. Maybe a twitter+ticket system mashup is in order...

barrydalton · 4 months ago

"These days I turn to twitter first to engage support for most of the tools I use." I'd be interested to hear stats on percentage by industry that turn to Twitter first. Tech savvy, for sure. Other verticals, I wonder. Recent survey showed 69% of general public knew what Twitter is. In advising my clients, the biggest question they are grappling with is when to engage vs listen/monitor. From a support perspective, my advise is whenever there is a concrete request for information and you can answer the question, dive in and add value. Thats the easy scenario. Others from customer service perspective are not so clear cut. Any thoughts?

Computer Support · 4 months ago

Best Buy employees can use their company and Twitter ID to register for the service....