I’ve noticed recently that my customers are expecting a lot faster level of support on their questions (even if they ordered at 2:00 AM on a Sunday and I’m asleep). My recent experiences on Twitter my shed some light.
We all like near-instant gratification to any issues/problems we might be having as consumers. And Twitter is making that possible. Good thing, bad thing? I don’t know but as a consumer I’m digging it.
I use a wonderful software called Screenflow for my screencast videos. They just released a paid upgrade and it didn’t work for me my videos had their watermark added to them since it wasn’t registering my license key. I opened a ticket on their website, they said 24-48 hours for response. Fine.
I go whine on Twitter about the stupid watermarks…in 30 minutes someone from Screenflow not only responded but they 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.
That amazing level of customer service from Screenflow got me wondering about an issue I’m having with my cable TV. The cable 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. It’s an eye-sore. I hate calling my cable provide, 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.
People can argue about Twitter’s effectiveness or that’s it’s a waste of time 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 Twitter as Internet marketers.
Kudos to companies like Comcast and Telestream (Screenflow makers) for taking lighting fast customer service to a whole different level via social media. Even though as a one-man Infopreneur I’m dreading the day I get this email: “I emailed you a questions 3 minutes ago and I haven’t gotten a response from you yet–your customer service stinks”. 
Now That's What I Call Customer Support!
Want to know how Internet marketing A-listers like Lee McIntyre use Twitter? –> Twitter Unwrapped
Hi Alan,
That’s amazing how twitter worked in your story, not just once but twice.
Perhaps it works so well because the communication is out in the open and the companies don’t want to look bad so they respond much faster than when e-mail or other communication is used.
I totally understand your reluctance in calling your cable company. Most companies these days use machines instead of humans to screen the calls and I don’t like talking to machines either.
I enjoyed my visit to your blog.
Vance
Thanks for your comment Vance! I think you’re right with millions of people on Twitter in real time companies don’t want to look bad. I’ve been getting a lot of feedback from others who have had similar experiences with other companies on Twitter so looks like a lot of big companies are monitoring their brand on the Twitter stream
Hi Alan never dreamed that your message would of got through
to those screenflow guys.
Nice to know you got results,
lots of people always say the are spammed to death with twitter but it does have some great points.
went off it myself for a while, but back using it in now,dumped a load of spammers
cheers mick
I think you are on to something. I have read that Twitter may be the tool that business gravitates to for most CS issues.
Maybe that’s a way for Twitter to monetize?
Could be perhaps charge for a “business account”. I think that would tick a lot of tweeple though. I think sooner or later Google will buy Twitter and then they’ll put those little ads on there for monetization.