Twitter has stormed the Web 2.0 world and is now advancing on the rest of civilization. Some people love it. Some people hate it. Others (try to) ignore it. But it is here and it’s (most likely) here to stay.
Over at TwitterLoveHate.com I’ve posted a few things I like and dislike about Twitter. One of the things I like most is that it helps people get better customer service. (BTW, would customer service using Twitter be “customer twervice”?) Or to take a larger perspective, it helps customers and organizations communicate better so they can work together more effectively.
For example, a few months ago my wife and I decided to upgrade our Comcast services. The ordeal was not something I would want to relive. But Twitter saved the day because it enabled me to connect with someone at Comcast who was willing and able to help. He got involved and we got the service we expected.
I love the customer service potential of Twitter. So do others. Recently, this article on how to use Twitter for customer service has been very popular, even (dare I say) viral. And many companies are now using Twitter as a customer service channel.
Some notable Twitter customer service converts: Zappos, Comcast, Qwest, Dell, JetBlue, Starbucks, The Travel Channel, Kodak, NASA and Marriott. If you do a search on Twitter for “customer service” you’ll see Twitter’s customer service potential in action. And, Salesforce.com has added legitimacy to Twitter by integrating it with their CRM product.
But I’d like to hear from you. What are YOUR Twitter customer service stories? How have you used Twitter to get better service? I want to hear all kinds of stories – the good, the bad and the horrific.
If you have used Twitter to get better customer service, please share your story here. Or maybe you’ve heard another person’s story that is worth retelling. Please share your Twitter customer service experiences here using the comment form below. Or use the CONTACT form to send me a private message.
Thanks for Tweeting!
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A couple weeks ago, my Fathead (giant themed wall-decal, fathead.com) came off the wall, and stuck to itself beyond repair. After I tweeted what happened @realbigfathead, @ replied, asked me which decal it was, and after I responded, called me and told me a new one was on the way.
I ordered flowers for Mother’s Day, which were never delivered. After a support ticket online and numerous phone calls went unanswered — I found @1800flowers and said please help!
A customer rep replied and asked me to email her. Soon after, I got a phone call saying the flowers were being shipped today and I’d receive a full refund to my card.
All that within 10 minutes using Twitter. Loved it- kudos to 1800flowers and that experience alone has me ready to turn to Twitter when I feel like I’m quickly reaching a dead end elsewhere.