Using Twitter for Customer Support

F

Firefly

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I've been having an issue with a multinational company recently. I had been passed from Billy to Jack and back to Billy again over the last 2 weeks. People promising to call me back and no joy. Nearing my wits end, I spoke to a colleague yesterday and they asked if I had a Twitter account. Well, I made my first foray into social media yesterday and opened a Twitter account. I tweeted to both the Irish and UK Twitter accounts describing my issues. Within 20 seconds I had a response from the UK office. A few minutes later they contacted me again with an internal customer reference number for my case and 2 hours later I received communication that someone will be travelling down from Dublin tomorrow (today) to address my issue.

It seems for larger companies at least, Twitter can really cut through the mustard!
 
You make a phone call - between you & the person on the other side...

Social media - opened to everyone & anyone to see (and comment ;-) )

Glad you are getting the issue finally addressed!
 
Careful Firefly,

Adopting Twitter as your communication tool of choice reminds me of someone! ;)

[Sorry - couldn't resist!]
 
Dan Murray said:
Careful Firefly
Click to expand...

Oh don't worry! As I write, the person from Dublin is in the room next door fixing all of my issues. Once done I will delete my tweet and close my account. I'm not on Facebook or any other of the social media "things", but in this instance, I am mightily impressed I must say!
 
Companies tend to respond to a complaint on Twitter because in effect you are shouting from the rooftop and everyone could see it. It's bad publicity. However you do need to be careful (and I'm speaking as someone who has an involvement in managing how such interaction is dealt with for companies) in that if you rant and rave or are completely wrong in what you are saying, you are also shouting to the world that you are a plonker.
 
thedaddyman said:
Companies tend to respond to a complaint on Twitter because in effect you are shouting from the rooftop and everyone could see it. It's bad publicity. However you do need to be careful (and I'm speaking as someone who has an involvement in managing how such interaction is dealt with for companies) in that if you rant and rave or are completely wrong in what you are saying, you are also shouting to the world that you are a plonker.
Click to expand...

Yeah, I kept it to a simple post and didn't want to go over-board at all. The guy is almost finished now and when done I will send another tweet to thank them for their quick turn-around.
 
Jazz01 said:
You make a phone call - between you & the person on the other side...

Social media - opened to everyone & anyone to see (and comment ;-) )
Click to expand...
Not so sure about that. Tweeted a company myself, and I couldn't see it in their "Tweet" timeline, and didn't get any feedback.
Makes me think that ,especially large corporate entities have more control of what "recieved tweets "appear on their tweet timeline. I don't know this to be a fact, but I think it could even be there on the grounds of "censoring, redacting " foul tweets.
 
Well the issue was all sorted yesterday morning. Just after the chap left, I tweeted the company to thank them for their quick turnaround. Over the phone I've asked for 24 hours to be sure it all stays good and going well, I will email them to confirm this evening.
 
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