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Using Twitter To Get Better Customer Service.

Do you use Twitter? If no, why not? If you are not using Twitter, you may be missing out on one of the best ways to contact customer service that has ever been used. Sure, you can call a 1-800 number and sit on hold for 20 minutes…or you can find out what a company’s Twitter name is and contact them that way. I have done this on several occasions in the last 3 weeks and twice my issue was taken care of quickly and to my satisfaction. Beats calling up a customer service rep only to get handed to another one and then hung up on! (Thanks, DirecTV and Bank of America)

First up, Comcast. Since I was canceling DirecTV (who didn’t bother responding on Twitter) and looking for new TV/internet service, I put out a call to my Twitter friends for their thoughts on the Comcast Triple Play (which I wrote about here). While I received many great responses and comments, I was also contacted by Comcast themselves via Twitter. They gave me a contact name to email directly, and a live person CALLED ME to set up service at my house. She went over everything with me on the phone, I got all the numbers up front, I received a discount, and everything went smoothly from then on out. Score one for Twitter!

Next up, UHaul. When I was having difficulty getting a guaranteed truck rental, I bitched about them online and they gave me a number to call and have it taken care of. Finally, some help! After dealing with the guy at my local rental place (who claimed to never remember me each week that I came in to see about my truck), I got UHaul to guarantee me a truck, give me a confirmation number, and tell me what time to pick it up. Needless to say, I gave the local guy a terrible review but I only have good things to say about the help I got online.

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Sometimes it fails miserably, like in the cases of DirecTV and Samsung, but more often than not people are having great success using Twitter to contact customer service for their issues. Before you pick up the phone and dial a number, try to use Twitter and see what results you get. You can easily find most corporate Twitter accounts by googling “Twitter + Name Of Company”, but if you happen to need one of the two I just used, here they are:

http://twitter.com/comcastcares
https://twitter.com/UHaul_Cares

Happy customer service Twittering!


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Comments (9)

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  1. Cynthia says:

    Another bonus point for Comcast – I wrote a post about our switch from DirecTV to Comcast and a comment was left from Comcast customer service giving me direct contact information should we have any issues. They must have some good trolling SW to find any mention of Comcast in blogs, on twitter and other social media sites!

  2. Craig says:

    Twitter is a great way for brands to utilize customer support. It’s in real time and gives users another window to get their questions answered. At BudgetPulse I utilize the Twitter account for customer service as well among other things.

  3. You don’t actually mean that there is finally a viable solution to sitting on hold forever when you need to call any of your bill companies, is there?

    I can promise you I’ll be utilizing this anytime that I can.

    Great post

  4. Social comments and analytics for this post…

    This post was mentioned on Twitter by thegoodhuman: Using Twitter To Get Better Customer Service. http://is.gd/4YPNX

  5. How can you use twitter without airing your dirty laundry? If I were a marketing man, I wouldn’t want every trouble that we had to be posted to Twitter.

  6. David says:

    That’s the point, in order to get results.

  7. So, you’re assuming that the transparency and the added efficiency outweigh the negative press. Any data to support that?

  8. David says:

    I dont really care about negative press – as a paying customer, I want results. And companies that respond to Twitter customer service issues get my business and my respect. Companies that don’t, like DirecTV, end up w/me canceling my service.

  9. […] Using Twitter To Get Better Customer Service. | My Two Dollars […]

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