More and more companies are providing support through Twitter. Readwriteweb.com has this to say:
There has been a lot of talk lately of companies monitoring social media, be it Twitter, blogs, or social networking sites, for mentions of their company name and responding to customer service issues. Some of this interaction has been in the Twitter community, with Comcast being one of the more active participants as of late. Although in some cases, customers twittered their frustration after failing to receive the support they needed through traditional methods, in many cases, Twitter was the first place the customers vented their frustration, and then were surprised when they received a response from a support rep or company spokesperson.
It’s fascinating to see companies proactively seeking customers with unsatisfied problems. This is a great direction that we hope to see continued. It positions those companies as more caring and personal. As Sarah goes on to say, “…companies could potentially lose customers when they appear to not care about your issues.”
Csmonitor.com has this to say:
The transition of Twitter from quirky web oddity to mainstream player isn’t new. It’s much the same thing as what Jeff Jarvis caused in 2005 when he blogged about his dismal experience with Dell. His post got picked up all over the place, and all of a sudden the blogosphere could affect a company’s bottom line. Bloggers, once a weird subspecies of Internet-dweller, now had the ear of major corporations.
Now it’s Twitter’s turn to be taken seriously.
“Power to the People” used to be a ’60s U.S. Civil Rights Movement slogan, but it still can hold sway over the big nameless, faceless corporations. The tools are available for the average man to have his customer service complaint heard quickly and easily by a huge audience. Companies can use these same tools to help their customers and promote a positive image.
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