Want Super Fast Support Go To Twitter

No wonder customers are expecting instant communication now days. I use Screenflow for my screencasts. They just released a paid upgrade and it didn't work for me so now my videos had their watermark. I opened a ticket they said 24-48 hours for response. Fine.

I go whine on Twitter about the stupid watermarks...in 30 minutes they responded and fixed it for me.

A day after it was taken care via Twitter I got the response to my support ticket asking for more info...it was already taken care of on Twitter. :D

Then I wondered. The cable for my cable TV is dangling from the side of my house (it's been windy the last couple days) so you can see this black cable just dangling there. I hate calling Comcast because there is always a wait and you have to hit this button and that button to reach a real person on the phone.

So I posted a Tweet to them asking if they could help me get someone out here to fix it...within minutes I get THREE responses. This morning Comcast called me to schedule an appt. :D

http://img402.imageshack.us/img402/7...ensnapz018.png

People can argue about Twitter's effectiveness till the cows come home but when you have a major, HUGE company like Comcast tripping themselves over to help me in minutes shows how effective it can be beyond trying to make money off of it. :D

Lessee, for me offhand it's been Hostgator, Aweber, and uberVU.

uberVU contacted me today...and all I did was reply to one of Lynn's tweets mentioning them!

Lotsa affiliate program managers there too...



Dan

Yup! I had the same experience with Twitter.

One time I went to Subway for lunch. There was a roach motel right next to the table I was sitting at. (serves me right eating at Subway, anyway!)

I took a Twitpic and complained on Twitter. Within 30 minutes I had a corporate type on twitter DM me. I got $25 gift card sent to me with a formal apology.

PayPal watches Twitter, too. I actually got a phone call from their "executive resolution team" after Tweeting about being in voice mail hell with them.

Consequently, I don't hate them as much as I used to. :D

I can also share of a similar experience I had with Skype, which has a process in place to make it impossible to reach anyone by phone and challenging to submit a support request. You will find that they point you to their public forum to search for answers.

I posted on Twitter and received immediate guidance from a guy named Peter at Skype. I love the Skype service, which made it even more of an annoyance, but thanks to 140 characters, I was able to resolve it quickly!

I've also had excellent customer service thanks to Twitter. So now, every time an offline business asks me what is the point of Twitter anyway, that's what I tell them. 'Course they don't like the idea of always having someone available on Twitter for their customers, but that's what it takes these days.

It's pretty cool how Twitter has become not only a promotional tool but also a customer service platform. I only use Twitter for posting events and updates and some people reply to it if they want to participate. But getting replies in real time are very useful and saves a lot of time. Props to companies that have Twitter accounts and use them well.

Thanks for sharing Alan. I want to get Comcast cable, yet the customer service is so bad. Once we went down for a couple of weeks. With Speakeasy they never go down except once in 4 years and if they offered free dial up unitl it came back up. It is way to expensive for 5.5 x 768 service so time to try comcast.

Twitter rocks!