The Twitter Effect
Unless you’ve been living under a rock in the middle of the Brazilian Rainforest, you’ve heard and/or used Twitter before. Twitter is simply the most addictive thing in the world at times, where you can just tweet (in under 140 characters of course) away for hours and not get bored. Other times its actually quite useful as a business tool, especially in customer service. Business’ now use twitter as a means of either directly keeping customers updated or directly taking care of customers, which is something I can totally tell you about in the next two examples. I’ve had to ‘blank’ out some personal information for security reasons of course.
The images below are pretty self explanatory, but I’ll give a quick summary. I had installed Internet Explorer 9 RC (release candidate) meaning it wasn’t the full version, so some problems were to be expected. Mine was that my tabs were freezing on me, so I complained on Twitter.
What followed soon after was the official Microsoft AU (Australia) site contacting me asking for a phone number at first. So I said ‘sure why not’ and gave my phone number, and to my surprise an actual Microsoft Help Rep actually called ME (rather than the other way around) and helped me fix the problem (after a few tests here and there the engineer said it was just a bad download file, and it has since been fixed). Although I must admit, the waiting time on the phone was horrendous for a company that called me. All this fixed within a time span of 3 days thanks to complaining on twitter.
Now this is no where as close to the Microsoft example, but you still get an idea of how quick businesses are to respond to you when they realise that you’re dissapointed with them. This response was sent 9 minutes after I tweeted my disappointment at not having received my new Samsung Omnia 7 which I had ordered, and which was ‘supposed’ to be delivered within 5 business days.
The item was shipped on the 7th of March, and by the 15th, it had been 6 whole business days. And while Auspost was unable to actually help me out (they just sent me to the tracking page where I can put my receipt number in), I was still impressed that I actually got a response from another big company. (Side note: I had to go in and pick up my item on the 17th, so there will be a Samsung Omnia 7 review soon).
So basically the point of this article is this – If you have any complaints, and can’t be bothered actually phoning in or emailing in, then just use twitter to vent a little. Remember to either use a hashtag (ie: #samsung) which involves using the numerical symbol followed by the keyword, or a direct reply to a company (ie: @microsoft). Chances are, with enough venting the company might act very quickly to protect their reputations, and try to help you out right away. So far its worked quite well for me, and at the very least they’ve acknowledged the problem at hand. THIS is the effect Twitter has had in the 21st century.
Side Note: Twitter is a great place to vent your frustrations at a company or product.
Featured Image: Imzunnu