Earlier this year, the web hosting for one of my websites failed. I called the hosting company and they promised me they would sort things out, but hours passed without anything happening. Then I complained about the company on Twitter. Within minutes, someone from the hosting company called me to sort things out. And they kept calling me even after the problem was resolved to check that I was happy.
And why do you think the response was so speedy? It’s very simple. When you say something on Twitter, everyboy can read about it, both your target customers, and your competitors. And in reponse to this, more and more companies have a dedicated Twitter based customer service. They listen out for any mention of their company, whether it’s a complaint, a compliment or simply someone needing assistance. And every time they respond positively to a customer, everyone on Twitter can read about it. It’s good publicity, and good publicity leads to more business.
Here are some good examples of Twitter based customer service:
- BT @btcare
- Carphone Warehouse @cpwcares
- Ford Customer Service @fordcustservice
