Customer service via Twitter
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Lorsque l’on parle Twitter, on peut voir différents usages (cf : Quelle utilisation une entreprise peut-elle faire de Twitter ? ) : outil de veille , outil de diffusion de contenus et d’échanges avec les clients ( LaRedoute ), outil social ( Twitter est-il un réseau social ?
Recently, when I couldn’t find the answer to a trivial question (“ Why are Post-it notes yellow? ”) via Google, I turned to Twitter, to ask the company behind the product – 3M – the same question directly. Surprisingly, the answer isn’t a commonly known fact, so they had no immediate response for me. Perhaps more surprisingly, the person who runs the account then went out of his way to ensure I was given an accurate answer, eventually interviewing one of the original inventors and posting me the entire transcript of the interview . Before this moment, I had no particular feelings one way or another towards 3M.
Twitter and customer service – Starbucks Style
Great customer service is active because you want to be sure your customers are aware of your presence. Twitter gets the word out there fast, so why not take advantage of this social media phenomenon? Ask users to follow you on Twitter by placing a button on your website and getting involved.
Customer service can evoke some serious misgivings or negative emotions.
Bian Salins is Head of Social Media Innovation within BT Customer Service, and manages BT's social media channels.
Every day people are talking about you and your company. Sometimes those people have trouble with your service.
Bank of America’s stream on Twitter.
By Jon Swartz, USA TODAY SAN FRANCISCO — When Wes Harper's high-definition cable service went on the fritz a few months ago, he hopped on Twitter and tried to reach Comcast 's customer service reps. At the time, it seemed the best course of action, given Comcast's sterling reputation on the social-media service. But Comcast ignored him, pushing Harper, a 26-year-old digital-media strategist in Naples , Fla., to take extreme measures. He began a campaign of "flaming" Comcast with withering tweets. Eventually, he got Comcast's attention, and the issue was resolved.