Twitter=Help Desk
Did you know Twitter can be used for a lot more than socializing or following your favorite celeb?
Many companies have placed Customer Support on Twitter. They filter tweets with the company name and are there to jump in with a helping hand with just a tweet of their name!
Last week I had contacted Charter to upgrade our service by adding a DVR. Yes, we have been living in the Stone Age and only watching live TV and, GASP…..occasionally recording a “can’t miss show” on a VCR that I used so rarely, I usually couldn’t set it up to record at a later time!LOL
I’m on Twitter, most week days. Last Thursday I happened to Tweet“Woohooo! Charter is here with my DVR”. Within 4 mins. I got a Tweet from UMatter2Chtr saying ” @Tidymom Great to hear! Let us know how the appointment goes.”
You REALLY don’t want to know how the next 12 hours went, but it wasn’t pretty, with phone calls on hold for up to an hour, getting disconnected and numerous promises to send someone back out that same day, by 9pm I was told they could send someone back out on TUESDAY! That was 5 DAYS AWAY!…..
I got up the following morning and a little before 8am I Tweeted this“Charter did not fail to disappoint me! Not only do I have a non working DVR but no one ever showed up to fix it! THANKS!” –
Well, let me tell you…that ONE LITTLE TWEET did more than ANY phone call did!
In less than one minute I received this Tweet from UMatter2Chtr and then this Tweet….and, well, you get the idea. Do you know by 10am there was a tech at my door, and by 11am my DVR and cable was all working!!
So last week, while I was able to use Twitter for help with a recipe (click here to see how that went), I was also able to get the Customer Service that I needed.
Just a few more reasons to LOVE TWITTER!………….and now my new love for DVR?
Have you used Twitter for Customer Support?
Head over to Musings of a Housewife and see what other’s learned this week!
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Yes! I love companies that see tweets and jump in to help out. Typepad did that for me several times before I moved to WordPress.
It is really a good move on companies' parts. People tend to vent on Twitter, and it's a great way for companies to be in tune to what people are saying about them and when keep tabs on when people are discontent, and then it's a quick and easy way to step in and prevent a full blown massacre. 🙂
Yes! I love companies that see tweets and jump in to help out. Typepad did that for me several times before I moved to WordPress.
It is really a good move on companies' parts. People tend to vent on Twitter, and it's a great way for companies to be in tune to what people are saying about them and when keep tabs on when people are discontent, and then it's a quick and easy way to step in and prevent a full blown massacre. 🙂
I SO agree Jo-Lynne! As frustrated as I was with Charter, I was also VERY impressed with the service I got thanks to Twitter!!
~TidyMom
I SO agree Jo-Lynne! As frustrated as I was with Charter, I was also VERY impressed with the service I got thanks to Twitter!!
~TidyMom
That's great. I use FB more than Twitter(I don't think I've been on Twitter for 5 months). I think it's wonderful that you got the help you needed. You have a very nice blog, and I added you to my friend list!
That's great. I use FB more than Twitter(I don't think I've been on Twitter for 5 months). I think it's wonderful that you got the help you needed. You have a very nice blog, and I added you to my friend list!
You know, I'm glad the problem was addressed, but it is sad that it took you venting in such a public manner to get the service they owed you from the beginning. I'm all for using modern media in many ways, but a phone call should still be as effective as a Tweet, in my opinion.
Enjoy your DVR!
You know, I'm glad the problem was addressed, but it is sad that it took you venting in such a public manner to get the service they owed you from the beginning. I'm all for using modern media in many ways, but a phone call should still be as effective as a Tweet, in my opinion.
Enjoy your DVR!
Oh Nicole I agree!!! I was almost in tears by 9pm that evening!!!! I made NUMEROUS phone calls to them, they would put me on hold FOREVER then come back to tell me either the tech would be calling me soon, or the tech would be at my house soon! – at 7pm when he wasn't there I called them AGAIN, was left on hold for an HOUR, then got cut off! When I called them back at 9pm they said they could check where the tech was…. I said "he's NOT coming!! Geeez! Then they proceed to tell me that can't get a tech out until TUESDAY!!! I was livid!!
~TidyMom
Oh Nicole I agree!!! I was almost in tears by 9pm that evening!!!! I made NUMEROUS phone calls to them, they would put me on hold FOREVER then come back to tell me either the tech would be calling me soon, or the tech would be at my house soon! – at 7pm when he wasn't there I called them AGAIN, was left on hold for an HOUR, then got cut off! When I called them back at 9pm they said they could check where the tech was…. I said "he's NOT coming!! Geeez! Then they proceed to tell me that can't get a tech out until TUESDAY!!! I was livid!!
~TidyMom
I haven't used Twitter for customer support, but my husband has had similar experiences to yours and got great service from a simple Tweet or two!
I haven't used Twitter for customer support, but my husband has had similar experiences to yours and got great service from a simple Tweet or two!
Have not YET used Twitter for customer support – but good to know 🙂
Have not YET used Twitter for customer support – but good to know 🙂
Hmmm. . . very interesting! I'm going to have to think about that next time someone annoys me. . 😀
Hmmm. . . very interesting! I'm going to have to think about that next time someone annoys me. . 😀
Wow…I don't tweet, but this sounds really interesting. (We don't have a DVR, either. I've been telling my husband we need one before Desperate Housewives starts!) 🙂
Wow…I don't tweet, but this sounds really interesting. (We don't have a DVR, either. I've been telling my husband we need one before Desperate Housewives starts!) 🙂
I recently came across your blog and have been reading along. I thought I would leave my first comment. I don't know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.
Margaret
http://businesseshome.net
I recently came across your blog and have been reading along. I thought I would leave my first comment. I don't know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.
Margaret
http://businesseshome.net