Tag Archives: customer service

More about Twitter and customer service

An interesting post from RMM this week – they had a similar, but even better, experience to mine regarding making a complaint about a brand on Twitter…

They raise an interesting point though – if people think that they will get something for nothing if they complain publically on Twitter, then will people start making bogus complaints?  Will companies only do nice things for Tweeters with lots of followers?  How powerful is a complaint on Twitter?  Pretty powerful if you are Stephen Fry, but what about those with modest followings?

I don’t have the answers, but it will be something I’ll be keeping an eye on and perhaps arguing about in the pub.

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Dare to dismiss Twitter

I am often asked what the value of Twitter is. Many people think it is flippant and throwaway but it is a very valuable tool for brands, even if they merely want to monitor what people are saying about them for research purposes.

Other brands are much smarter, and offer Tweeters customer service via the site.  I had heard about this happening, but recently experienced it for myself when I was waiting for BT broadband to get started at my home.

I wrote:

twitter

And within an hour, @BTCare had replied, asking what the problem was and asking me to reply with my telephone number for a chat.  I was very impressed.

Twitter is one of the fastest growing social media channels and its potentialities are only beginning to be realised by brands.  It’s not something anyone can afford to dismiss.

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