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Customer Service Works on Twitter

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Customer Service Works on Twitter Powered By Docstoc
					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 鈥檛 matter how the companies capitalize on
their customer service successes. The whole concept of 鈥済 ood, fast, customer
service 鈥?seemed like a pipedream just five years ago and Twitter is changing all
that.
  Twitter is a Customer 鈥檚 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 鈥 渂 rick wall
鈥?elsewhere. Twitter provides a 鈥渂 ack door 鈥?to a company 鈥檚 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 鈥檚 website,
which was hosted by Network Solutions. The webmaster could view the client 鈥檚
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 鈥渃 ode red 鈥?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-amazines